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Lead Sales and Customer Service Representative

Travel and Tourism Professional -Experience in Hospitality, Customer Service & Sales

Austin, TX

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Travel and hospitality industry professional with 3+ years of experience in customer service, tourism and hospitality. Detail-oriented team player who thrives in challenging and fast-paced environments, providing superior customer care and creative problem-solving solutions with a sound business judgment . Areas of expertise include:  
 
• Customer Service • Sales & Upselling Strategies  
• Tour Operations • Crisis Management & Problem Resolution • Client Relations  
• Communication - Written & Verbal • Travel Planning

Authorized to work in the US for any employer

Work Experience

Lead Sales and Customer Service Representative

Walks LLC
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Austin, TX
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January 2015 to Present

-In October 2015, promoted from Sales & Customer Service Representative to Lead Sales and Customer Service Representative for Walks LLC, serving as the primary contact for clients, guides, development team, ticketing manager, B2B sales partners and travel agents.  
- Provides outstanding customer service for clients across three tour markets (Walks of Italy, Walks of New York & Walks of Turkey), professionally responding to large volumes of phone and email inquiries in a timely manner; prioritizing emergencies and issues related to impending services. 
-Skillfully answers client questions and offers travel advice; addressing concerns and planning itineraries with thoughtful research as well as suggesting and up-selling Walks LLC services when appropriate. 
- Effectively communicates with clients; employing active listening skills and utilizing critical thinking to resolve escalated issues.  
-Manually enters, processes and audits B2B reservations across all three markets with accuracy.  
-Assists in the coordination of tours; communicating with guides and other members of staff on an international level.  
-Assists with staff scheduling, new-hire training and maintains staff attendance records. 
-Develops off-season projects to improve work flow and client satisfaction.

Part-Time Hospitality & Catering Team Member

Hotel Ella
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Austin, TX
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November 2014 to October 2015

Apart of an upscale hospitality team staging, managing and providing event support for private events, weddings and corporate parties. 
-Staged and serviced catered banquets for up to 200 people. 
-Waited tables at the hotel restaurant, providing excellent service for breakfast, lunch, dinner and special buffets.

Seasonal Hospitality Team Member

320 Guest Ranch
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Big Sky, MT
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April 2014 to October 2014

Apart of a hospitality team staging, managing and providing event support for private events, weddings and corporate retreats. 
-Staged and serviced catered banquets for up to 160 people. 
-Effectively communicated and coordinated with team members and managers to ensure an impeccable production and client satisfaction. 
-Waited tables at the ranch's gourmet restaurant, providing excellent service for dinner and specialty buffets.

Seasonal Restaurant Server

Whisky Jack's
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Big Sky, MT
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October 2013 to April 2014

Waited tables at a busy, high volume restaurant & bar at a ski resort. 
-Provided friendly and timely lunch & dinner service.  
-Responsible for selling daily food & beverage specials. 
-Won several holiday sales competitions.

Seasonal Restaurant Server

Harbor Reef Restaurant & Saloon
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Two Harbors, CA
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May 2013 to October 2013

Worked at a busy high-volume restaurant and also assisted with catering events. 
-Provided excellent service for breakfast, lunch & dinner service, concentrating on efficiency and accuracy. 
-Won the annual server sales competition, based on overall highest summer sales and exceeding various sales targets.  
-Attended a company sponsored seminar on superior customer service presented by The Ritz-Carlton Hotel Group.

Seasonal Restaurant Server

Toll Road Restaurant and Badwater Saloon
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Stovepipe Wells, CA
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July 2012 to April 2013

Worked at a busy high-volume restaurant and also assisted with catering events. 
-Provided excellent lunch & dinner service in a challenging and fast-paced environment.  
-Effectively communicated with other staff members and provided excellent customer service to a variety of diverse and international guests.

Seasonal All-Purpose Staff Member

Stanford Sierra Camp & Conference Center
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Fallen Leaf, CA
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April 2012 to June 2012

Apart a diverse hospitality team providing a variety of services for upscale professional, recreational and spiritual conferences. 
-Cleaned and staged event spaces and assembled audio visual equipment. 
-Led and engaged guests in a variety of outdoor leisure activities.  
-On a rotating basis provided housekeeping services for the property and served as a member of the front-of-house dining staff.

Production Assistant II

Virginia Tech
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Blacksburg, VA
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September 2010 to December 2011

Apart of a team staging and managing live entertainment, cultural and educational events on strict deadlines. 
-In January 2011 promoted to Production Assistant II.  
-Organized, assembled and operated audio-visual equipment.  
-Apart of set-ups and staging ranging from simple to highly advanced.  
-Effectively communicated with team members and clients; providing immediate problem resolution to unanticipated technical or logistical needs.

Development Associate

Green Room Presents/Inbrook
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Edinburgh
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August 2010 to August 2010

Provided executive office support for a theatre production and promotions company during the Edinburgh Fringe Festival. 
-Greeted clients and arranged executive appointments and scheduling. 
-Collaborated with other associates in street marketing and other promotional activities. 
-Attended productions and industry events, scouting potential clients and reporting assessments to the CEO & COO.

Administrative Assistant

Our Lady's Children's Hospital
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Dublin
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September 2006 to December 2006

Provided reception and office support for the pediatric gastroenterology unit. 
-Greeted and directed patients and health professionals at the front desk. 
-Answered and directed phone calls; received and communicated messages to physicians and staff members. 
-Handled, registered and organized patient paperwork and files. 
-Responsible for dictating physician correspondence and relaying it to patients in a timely manner.

Administrative Assistant

University of Strathclyde
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Glasgow
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May 2006 to September 2006

Provided reception and office support for the Conference & Events Department. 
- Answered phone and email inquiries and booked accommodation for conference participants. 
-Assisted in arranging and organizing accommodation, catering and event spaces, ensuring polished execution. 
-Created and organized client files and participant information.

International Student Advisor

University of Strathclyde
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Glasgow
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September 2004 to June 2005

Provided support to fellow students in the international residential community of Birkbeck Court. 
-Responsible for emergency assistance and immediate problem resolution on an on-call rotating basis. 
-Maintained records of any incidents and reported them to the residence officials. 
-Served as a liaison between students and resident officials, disseminating policies and information. 
-Promoted and publicized residential and community events.

Education

B.A. in Theatre Arts & Film Production

Virginia Tech
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Blacksburg, VA

2011

Arts & Social Sciences

University of Strathclyde
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Glasgow

Economics & International Development

University of Leeds
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Leeds

Skills

MS Office, MAC OS, Adobe CS, Final Cut Pro, IMovie