Brian Zoanni
Las Vegas,NV
Summary
Personable and dedicated Customer Service Representative with extensive experience in Travel industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
16
16
years of professional experience
Work History
Travel Counselor
Blockskye
06.2023 - Current
- Developed personalized travel itineraries based on client preferences and budget constraints.
- Researched and recommended destinations, accommodations, and activities to enhance travel experiences.
- Managed client communications to resolve inquiries and ensure satisfaction with travel arrangements.
- Collaborated with suppliers to negotiate rates, securing favorable terms for clients.
- Trained junior counselors on customer service best practices and system usage for enhanced performance.
- Asked open-ended questions to better ascertain client needs and determine best international travel offerings.
- Handled customer inquiries professionally through phone calls, emails or face-to-face meetings.
- Enhanced customer satisfaction by providing personalized travel recommendations and expert trip planning advice.
- Maintained detailed records of client interactions and transactions, ensuring a seamless experience for returning customers.
- Developed customized itineraries to meet individual client preferences, resulting in high levels of satisfaction.
- Provided exceptional post-travel support to address any concerns or complaints from the clients.
- Utilized advanced reservation systems effectively to secure optimal bookings for clients'' unique needs.
- Collaborated with team members to share industry knowledge and improve overall service offerings.
- Monitored global events that could impact client travels and proactively communicated relevant updates.
- Assisted corporate clients in managing their business travels efficiently while adhering to budgets.
- Built strong relationships with vendors to secure exclusive deals and special rates for clients.
- Solved challenging travel issues promptly to minimize disruptions and maintain positive customer relationships.
- Managed complex travel arrangements, including multi-city flights, accommodations, and transportation logistics.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Assisted clients with flight changes and cancellations to minimize travel disruptions.
- Promoted dedicated customer service and support by promptly resolving customer complaints.
- Coordinated both international and domestic travel accommodations for customers, arranging for airfare, hotel and rental car reservations.
- Consistently fostered business growth by delivering first-rate travel advising and itineraries to develop valuable client relationships.
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Followed up with customers to increase customer service with travel plans.
- Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve customers.
Global Travel Specialist
Maritz Travel
07.2022 - 05.2023
- Developed tailored travel itineraries for diverse client needs, enhancing customer satisfaction and repeat business.
- Coordinated logistics for group travel arrangements, ensuring seamless execution of events and conferences.
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Resolved customer issues promptly and professionally, maintaining high levels of satisfaction and loyalty.
- Efficiently managed time-sensitive requests while maintaining professionalism under pressure.
- Attended industry events and conferences for professional development and networking opportunities.
- Utilized CRM systems effectively to track client interactions – ensuring timely follow-ups on inquiries or booking requests.
- Designed custom itineraries that catered specifically to each client''s individual needs, preferences, and budget constraints.
- Managed complex multi-city itineraries with precision, ensuring smooth transitions between destinations for travelers.
- Proactively communicated any changes or disruptions in travel arrangements before they impacted the client's experience.
- Followed up with customers to increase customer service with travel plans.
- Updated and maintained customer databases to increase customer retention.
- Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve customers.
- Analyzed client feedback to refine travel offerings, improving overall program efficiency and effectiveness.
Travel Agent Air Department
Prestige Travel And Cruises
05.2022 - 05.2023
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
- Responded to clients' questions, issues and complaints and found appropriate solutions when needed.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Responded to clients' questions, issues and complaints and implemented appropriate solutions.
Customer Service Analyst With Eigen Payments
Aston Carter
10.2021 - 12.2021
- Answered inbound customer calls and responded to inquiries.
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
- Responded to customer questions about products and services.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Listened to client concerns and asked questions to better understand needs.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Answered incoming calls and offered highest level of professionalism and knowledgeable service to every customer.
- Documented customer information and activity in customer database.
- Demonstrated strong knowledge of store services, products and policies.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Answered customer inquiries with courtesy and accuracy.
- Managed high-volume of inbound and outbound customer calls.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Researched resolutions, contacted necessary departments and responded back to customer back phone, mail or fax as follow up.
- Reviewed files, records and other obtained documents to respond to customer requests.
- Offered custom troubleshooting to assist problem resolution and restore service levels.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Addressed inquiries, resolved customer issues and managed customer relations.
Associate Customer Care
Fareportal Inc.
11.2019 - 10.2020
- Documented conversations with customers to track requests, problems and solutions.
- Answered customer questions and addressed concerns, resulting in a reduction in complaint calls.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Reviewed account and service histories to identify trends and issues.
- Interviewed customers regarding customer service issues and reported feedback to management team.
RevPlus Subject Matter Expert
Fareportal Inc.
12.2018 - 11.2019
- Actively find revenue opportunities in post ticketing process.
- Efficiently and accurately issue air tickets using Amadeus and Sabre GDS reservation systems.
- Suggest improvements to the RevPlus processes based on automation and customer feedback.
- Provide excellent customer service, support, and information to call company personnel and customers.
- Accurately raise refund requests via Fareportal software.
- Control on agent errors.
- Ensure quality control on the self-work.
- Keep Assigned queues at a manageable/low level.
- Other tasks assigned by Supervisor or Manager.
- Follow all process related guidelines as stated in training documents.
- Follow and adhere to company compliance related guidelines such as DOT, BBB etc.
- Achieving individual targets and extending all help to achieve team goals.
- Calling airlines/reservation system customer service for resolutions.
- Effectively handle all escalated issues.
Subject Matter Expert, Ticketing Agent
Fareportal Inc.
02.2018 - 12.2018
- Issuing tickets, vouchers, and exchanges.
- Assisting clients with their travel needs.
- Responding to customer service calls and emails.
- Assisting call center staff with client issues and requests.
- Shift coverage when Ticketing Agents are absent or on vacation.
- Supervisor on Duty when calls need to be escalated beyond the agent level.
Waivers Agent
Fareportal Inc.
06.2011 - 02.2018
- Actively communicate with customers and suppliers to open, work, and resolve waiver cases efficiently.
- Perform research using various tools and resources to resolve waiver cases within a set timeframe.
- Utilize internal reporting software to maintain accurate case statuses, documentation, and track daily productivity.
- Offer prompt, accurate and courteous service to customers regarding airline policies and procedures.
Billing Senior Agent
Fareportal Inc.
07.2010 - 06.2011
- Responded promptly to customer service calls and inquiries from customers who had issues with charges on their bank account resulting from airplane, car and hotel reservations.
- Took payments via credit and debit cards and handled all sensitive information with professionalism and discreteness.
- Responded immediately to customers' questions, issues, and complaints and found effective solutions when required.
- Assisted customers that may have pending charges on their account by working with their financial institutions with that should not be there.
Education
Bachelor of Science - Accounting
Dickinson State University
Dickinson, ND05.1998
Skills
- Report generation
- Credit card payment processing
- Report creation
- Quality assurance controls
- Customer relations
- Problem-solving abilities
- Courteous demeanor
- Travel Industry regulations knowledge
- Inbound and outbound calling
- Call center experience
- High-energy attitude
Accomplishments
ZoanniRevPlusRevPlus
- Employee of the year in Billing Department for Fareportal INC December 2010.
- Employer of the year in Waiver Department for Fareportal INC in December 2016.
Additional Information
References available upon request.
Additional job history available.
Timeline
Travel Counselor
Blockskye
06.2023 - Current
Global Travel Specialist
Maritz Travel
07.2022 - 05.2023
Travel Agent Air Department
Prestige Travel And Cruises
05.2022 - 05.2023
Customer Service Analyst With Eigen Payments
Aston Carter
10.2021 - 12.2021
Associate Customer Care
Fareportal Inc.
11.2019 - 10.2020
RevPlus Subject Matter Expert
Fareportal Inc.
12.2018 - 11.2019
Subject Matter Expert, Ticketing Agent
Fareportal Inc.
02.2018 - 12.2018
Waivers Agent
Fareportal Inc.
06.2011 - 02.2018
Billing Senior Agent
Fareportal Inc.
07.2010 - 06.2011
Bachelor of Science - Accounting
Dickinson State University