Summary
Overview
Work History
Education
Skills
Timeline
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Yvette Leonard

Ladner,BC

Summary

Adept at enhancing customer experiences and boosting bookings, I leveraged reservation software and exceptional phone etiquette at Scenic Group to surpass performance targets. Specializing in personalized travel solutions, my skills in customer engagement and efficient reservation management have consistently secured repeat business and positive reviews, contributing significantly to revenue growth.

Overview

16
16
years of professional experience

Work History

Global Reservation Agent

Scenic Group
04.2021 - Current
  • Utilized reservation systems to manage and track bookings.
  • Handled travel partners and direct guests inquiries regarding reservations and travel arrangements.
  • Assisted travel partners and direct guests in modifying existing bookings or making new reservations.
  • Coordinated with team members to ensure smooth booking processes.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
  • Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
  • Resolved various issues and discrepancies for travel partners and guests.
  • Managed and closed reservation calls to increase bookings by maintaining strong knowledge of Scenic Group products, services, and facilities.
  • Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
  • Provided personalized assistance for guests with specific needs or requests, fostering positive relationships and repeat business.
  • Consistently met performance targets in both call handling time and customer service ratings, contributing to the overall success of the reservations department.

Destination Specialist(lost Position Due to Covid)

Goway Travel
06.2019 - 03.2020
  • South Pacific, Bali, Greek Islands, and Croatia
  • Same skills as Scenic Group except this position is more about creating specialized vacations according to the travel partner/guests personal preferences.
  • Putting together hotel properties with excursions and combining with flights and transfers.



Travel Agent

Travel Best Bets
04.2017 - 06.2019
  • Same skills as Expedia CruiseShip Centers.
  • Lead agent for opening of new store front.
  • Won Best New Business and Best Customer Service awards.

Travel Agent

Expedia CruiseShipCenters
06.2009 - 03.2017
  • Provided personalized travel recommendations by understanding client preferences.
  • Designed personalized vacation experiences based on thorough understanding of each client''s interests, budget constraints, and desired outcomes.
  • Increased client satisfaction by creating customized travel itineraries tailored to individual preferences and needs.
  • Provided exceptional customer service by promptly addressing concerns and resolving issues, leading to positive reviews and recommendations from satisfied clients.
  • Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
  • Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
  • Improved overall revenue by upselling additional services such as excursions, insurance, and upgraded accommodations when appropriate.
  • Managed complex itinerary changes due to unforeseen circumstances without sacrificing customer satisfaction or incurring unnecessary expenses.
  • Generated repeat business through proactive follow-up with past clients, soliciting feedback on their experiences and offering tailored recommendations for future trips.
  • Attended industry conferences and networking events to stay current on market trends, forging valuable connections with key players in the travel sector.

Education

Graduate -

Canadian Tourism College
Vancouver, BC

Skills

  • Customer engagement
  • Reservation software
  • Phone etiquette
  • Upselling proficiency
  • Travel planning
  • Sales
  • Problem-solving
  • Upselling and cross selling
  • Phone and email etiquette
  • Payment processing
  • Active listening
  • Team collaboration
  • Customer service
  • Detail-oriented
  • Issue resolution
  • Reservation management
  • Relationship building
  • Documentation
  • Special needs assistance
  • Cruise sales
  • Critical thinking
  • Passenger assistance
  • Itinerary planning
  • Teamwork and collaboration
  • Quick thinking
  • Time management
  • Attention to detail
  • Problem-solving abilities
  • Multitasking Abilities
  • Reliability
  • Excellent communication
  • Organizational skills
  • Safety protocols and procedures
  • Effective communication
  • Adaptability and flexibility
  • Verbal and written communication
  • Task prioritization
  • Self motivation
  • Product knowledge
  • Interpersonal skills
  • Analytical thinking
  • Conflict resolution
  • Computer literacy
  • Professionalism
  • Time management abilities
  • Continuous improvement

Timeline

Global Reservation Agent

Scenic Group
04.2021 - Current

Destination Specialist(lost Position Due to Covid)

Goway Travel
06.2019 - 03.2020

Travel Agent

Travel Best Bets
04.2017 - 06.2019

Travel Agent

Expedia CruiseShipCenters
06.2009 - 03.2017

Graduate -

Canadian Tourism College

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Yvette Leonard