Brenda Garcia
Denver,CO
Summary
Resourceful manager with over 20 years of experience in hospitality. Trained in the resolution of critical issues within a time-sensitive environment, including experience directing all aspects of operations. Practiced in orchestrating multiple projects with competing priorities. Proven history of motivating staff to work together to achieve targets.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Corporate Group Sales Manager
Xanterra Travel Collection
Greenwood Village, CO
02.2020 - Current
- Manage the everyday operations for a team comprising 13 personnel.
- Trained and mentored new hires for optimal performance.
- Conduct annual employee performance reviews.
- Manage records on staff attendance, performance metrics, leave applications, and conduct issues.
- Oversee employee productivity, delivering constructive feedback.
- Foster collaborative relationships with staff and management.
- Handle concerns and complaints effectively.
- Manage diverse items and pages within the Salesforce platform.
- Optimize processes for resolving Salesforce-Opera issues.
- Facilitate cross-departmental communication to streamline operations.
- Outline precise targets for projects and implemented procedures to ensure quality.
- Created protocols to manage seasonal staff, estimating duration of employment.
- Foster a positive and motivating work environment, leading to an increase in team morale.
- Guided team members in exploring career development paths.
Assistant Trainer - Central Reservations
Xanterra Travel Collection
Greenwood Village, CO
09.2016 - 02.2020
- Conducted training for new employees on company policies and procedures.
- Contributed to preparation of educational materials.
- Supported formal training activities conducted by the Lead Trainer.
- Maintained accurate records of employee attendance.
- Assessed trainee performance through in-class tests and discussions.
- Assisted in designing, assessing, and revising training programs.
- Employed role-playing techniques and lectures to deliver information effectively.
Central Reservations Agent
Xanterra Travel Collection
Greenwood Village, CO
12.2013 - 09.2016
- Managed substantial in-bound calls in a dynamic setting with exceptional customer service.
- Facilitated phone shadowing to support new hires.
- Earned top employee recognition within first six months at company.
- Generated more than $1 million in revenue during initial 8 months.
Travel Expert
The Mark Travel Corporation
Denver, CO
06.2011 - 11.2013
- Developed blogs showcasing travel advice on a freshly launched website.
- Developed templates for employee use.
- Assisted in formulating customer support protocols for diverse travel needs.
- Addressed complex travel requests efficiently while ensuring high satisfaction.
- Resolved customer service issues regarding travel.
Customer Care Agent/Trainer/Manager
Blue Sky Tours
Albuquerque, NM
05.1995 - 06.2011
- Maintained a top-three sales position through outstanding performance.
- Oversaw employee development as head trainer.
- Created training modules for Customer Care Agents.
- Facilitated training sessions to familiarize new employees with call center procedures.
- Educated local travel agents on vacation sales to Hawaiian Islands.
Education
High School Diploma -
Manzano High School
Albuquerque, NM05-1995
Skills
- Proficient in Managing Multiple Priorities
- Operational Oversight
- Project Scheduling
- Continuous Process Evaluation
- Team Leadership
- Employee Training
- Proficient Communication Skills
Certification
- Certified Hospitality Department Trainer
Timeline
Corporate Group Sales Manager
Xanterra Travel Collection
02.2020 - Current
Assistant Trainer - Central Reservations
Xanterra Travel Collection
09.2016 - 02.2020
Central Reservations Agent
Xanterra Travel Collection
12.2013 - 09.2016
Travel Expert
The Mark Travel Corporation
06.2011 - 11.2013
Customer Care Agent/Trainer/Manager
Blue Sky Tours
05.1995 - 06.2011
High School Diploma -
Manzano High School