Colette Morales
San Gabriel,CA
Summary
Travel professional with over 18 years of experience in group logistics and operations. Expertise in team leadership and workflow optimization, driving efficiency and profitability. Proven track record in implementing strategic initiatives to enhance customer experience. Aiming for an Operations Manager role to utilize industry knowledge and leadership skills for improved performance.
Overview
12
12
years of professional experience
Work History
Scheduled Groups Manager
The Travel Corporation
Cypress , CA
07.2022 - Current
- Implemented process improvements that increased operational efficiency.
- Established processes to enhance workflow organization-wide.
- Reviewed completed work to ensure quality, consistency, and compliance.
- Conducted performance evaluations, delivering constructive feedback for team development.
- Monitored staff performance, addressing issues promptly and effectively.
- Resolved customer inquiries and escalated complaints as necessary.
- Provided leadership and mentoring to new employees on various company programs.
- Created monthly reports for senior management summarizing operational performance metrics.
TTC Group Sales Supervisor
The Travel Corporation
Cypress , CA
03.2022 - 07.2022
- Supervised staff in TTC Scheduled Groups Department, promoting a proactive and supportive environment.
- Recruited and hired staff, collaborating with Human Resources to ensure effective onboarding.
- Managed group department staff performance through coaching, feedback, and formal evaluations.
- Set customer service coaching standards to enhance communication skills and satisfaction levels.
- Monitored calls to address customer service issues and improve response effectiveness.
- Collaborated with upper management to implement efficiency improvements and process enhancements.
- Established policies for goodwill gestures, deposit periods, and penalty waivers.
- Trained agents and District Sales Managers on policy compliance and application.
TTC Sr Group Specialist
The Travel Corportation
Cypress, CA
11.2016 - 03.2022
- Generated sales opportunities through outbound calls to leads and past guests.
- Created marketing flyers and landing pages tailored to client needs.
- Managed Salesforce opportunities to track sales progress effectively.
- Provided quotes for land and air services for brochures and custom groups.
- Maintained organized files containing pricing, itineraries, and contract information.
- Completed group contracts, inputting all related data into Salesforce.
- Processed assigned territories by generating rooming lists, itineraries, invoices, and travel documents.
- Liaised between overseas offices and agents while leading team in Manager's absence.
Group Sales Coordinator
Trafalgar Tours, Travcorp USA
Cypress , CA
11.2012 - 11.2016
- Facilitated payment processing and document preparation for Group Specialists.
- Ensured transaction accuracy to uphold high-quality service standards.
- Managed timely follow-ups to swiftly resolve customer inquiries.
- Identified and resolved issues to drive customer satisfaction.
- Maintained comprehensive knowledge of company products and policies.
- Collaborated within a team to achieve individual and company objectives.
Timeline
Scheduled Groups Manager
The Travel Corporation
07.2022 - Current
TTC Group Sales Supervisor
The Travel Corporation
03.2022 - 07.2022
TTC Sr Group Specialist
The Travel Corportation
11.2016 - 03.2022
Group Sales Coordinator
Trafalgar Tours, Travcorp USA
11.2012 - 11.2016
Similar Profiles
Frank VellaFrank Vella
Landscape/Facilities Assistant at The Travel CorporationLandscape/Facilities Assistant at The Travel Corporation
MELVINA KWEEMELVINA KWEE
Human Resource & Payroll Officer at The Travel CorporationHuman Resource & Payroll Officer at The Travel Corporation
Thandi ChumaThandi Chuma
Accounts Assistant - USA Accounts at The Travel CorporationAccounts Assistant - USA Accounts at The Travel Corporation
Brianna PearsonBrianna Pearson
Quality Assurance Manager at The Travel CorporationQuality Assurance Manager at The Travel Corporation
Nathaniel PercyNathaniel Percy
Reporter at Southern California News GroupReporter at Southern California News Group