Jennifer Lang
Cary
Summary
Dynamic professional with extensive experience in the travel and administrative sectors, notably at Trip And Sip. Excelled in delivering top-notch customer service and innovative travel solutions, boosting client satisfaction and repeat business. Skilled in advanced itinerary planning and effective communication, adept at fostering strong client and team relationships.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
25
25
years of professional experience
Work History
Travel Advisor
Trip And Sip, Raleigh's Full Service Travel Agency
04.2017 - Current
- Conducted thorough research on destinations and accommodations to provide accurate information to travelers.
- Delivered exceptional customer service by promptly addressing inquiries via phone, email, or in-person meetings.
- Researched cruises, airfare options and siteseeing options to best meet client expectations.
- Developed tailored plans catering to niche markets such as adventure travel or luxury vacations which ultimately led to an expanded client base.
- Enhanced client satisfaction by providing personalized travel recommendations and itineraries.
- Responded promptly to client calls and emails requesting new travel arrangements or changes to existing itineraries to provide optimal customer service.
- Educated clients on necessary travel documents, insurance options, and safety precautions for each destination.
- Provided travel brochures and publications to build relationships, drive more traffic and bookings and showcase expertise.
- Conducted post-travel follow-ups with clients to gather feedback on their experiences and identify areas of improvement.
- Increased sales revenue through upselling relevant products and services to travelers.
- Developed strong relationships with clients, leading to repeat business and referrals.
- Attended training sessions, familiarization trips and site inspections to maintain current industry knowledge and gain insight into tourism trends.
- Maintained detailed records of client interactions, bookings, and payments for easy reference.
- Resolved customer complaints promptly and professionally, resulting in improved customer satisfaction ratings.
- Assisted clients in choosing suitable vacation packages by assessing their needs and preferences.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Recommended travel insurance plans to customers to reduce uncertainty and risk of financial loss.
Administration Receptionist
Martin & Jones
05.2000 - Current
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
- Improved communication between departments by regularly updating contact lists and facilitating interdepartmental correspondence.
- Coordinated travel arrangements for staff members, optimizing time management and reducing costs.
- Maintained detailed records and filing systems, ensuring easy access to vital information.
- Streamlined appointment scheduling for increased accuracy and improved customer satisfaction.
- Trained new receptionists on company policies and procedures, ensuring consistent quality of service across all team members.
- Collaborated with team members on projects, promoting a positive work environment and increasing productivity.
- Assisted executive staff with daily tasks such as calendar management and itinerary planning.
- Organized company events and meetings, fostering positive relationships among colleagues and clients alike.
- Managed office supply inventory, keeping supplies well-stocked while controlling expenses.
- Assisted with various administrative tasks, contributing to the overall smooth operation of the office.
- Enhanced office efficiency by managing incoming calls and greeting visitors in a professional manner.
- Prepared reports and presentations for meetings, contributing to informed decision-making within the organization.
- Assisted with onboarding new clients and securing paperwork completion.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Resolved customer problems and complaints.
- Answered central telephone system and directed calls accordingly.
- Managed multiple tasks and met time-sensitive deadlines.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Operated multi-line telephone system to answer and direct high volume of calls.
- Handled assignments independently with good judgement and critical thinking skills.
- Routed incoming mail and messages to relevant personnel without delay.
- Scheduled office meetings and client appointments for staff teams.
- Tracked important information in Microsoft Excel spreadsheets and ran reports or generated graphs using data.
Education
Bachelor of Science - Psychology
Appalachian State University
Boone, NC05-1995
Skills
- Travel industry experience
- Excellent customer service
- Team player attitude
- Advanced itinerary planning
- Exceptional communication
- Creativity and innovation
- Budgeting and financial skills
- Strong interpersonal skills
- Travel arrangements
- Itinerary planning
- Administrative tasks
- High volume environments
- Mentoring and training
- Data entry
- Customer service
- Multitasking Abilities
- Excellent communication
- Organizational skills
- Active listening
- International and domestic travel
Timeline
Travel Advisor
Trip And Sip, Raleigh's Full Service Travel Agency
04.2017 - Current
Administration Receptionist
Martin & Jones
05.2000 - Current
Bachelor of Science - Psychology
Appalachian State University
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