Dora Santana
Lancaster,CA
Summary
Dynamic travel agent with expertise in itinerary planning and travel research at CTM. Proven ability to enhance client satisfaction through tailored travel arrangements and exceptional customer service. Skilled in managing high-volume environments while negotiating effectively to meet diverse client needs. Committed to delivering memorable travel experiences with a focus on detail and efficiency.
Overview
15
15
years of professional experience
Work History
Travel Agent
CTM
02.2018 - 03.2022
- Provided clients with tailored travel itineraries, ensuring alignment with preferences and budgets.
- Researched and booked travel arrangements using industry-specific software to enhance efficiency.
- Assisted customers with inquiries and resolved issues, maintaining a high level of service satisfaction.
- Coordinated logistics for group travel, managing schedules and accommodations effectively.
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
IHSS Care Provider
IHSS In Home Support Services
09.2021 - 12.2021
- Assisted clients with daily living activities, ensuring comfort and safety in home environments.
- Administered medications as prescribed, maintaining accurate records for compliance.
- Developed individualized care plans, adapting to clients' changing needs and preferences.
- Provided companionship and emotional support, enhancing clients' overall well-being.
Collections Agent
Iqor
03.2013 - 02.2018
- Managed high-volume inbound and outbound calls to resolve customer account issues.
- Negotiated payment arrangements with clients to reduce outstanding balances effectively.
- Documented interactions in CRM system, ensuring accurate account updates and follow-ups.
- Analyzed account histories to identify trends and recommend solutions for improved collections.
- Monitored daily performance metrics, adapting approaches to meet or exceed targets consistently.
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
Crew Member
Panda Express
08.2007 - 03.2013
- Delivered exceptional customer service while accurately processing orders and payments.
- Maintained cleanliness and organization of dining area and kitchen to ensure compliance with health standards.
- Collaborated with team members to optimize workflow during peak hours, enhancing operational efficiency.
Education
High School Diploma - Standard
James Monroe
North Hills, CA06.2007
Skills
- Itinerary planning
- Travel industry expertise
- High volume environments
- Travel research
- Hotel accommodations
- Reservations management
- Travel insurance
Languages
Spanish
Native or Bilingual
Timeline
IHSS Care Provider
IHSS In Home Support Services
09.2021 - 12.2021
Travel Agent
CTM
02.2018 - 03.2022
Collections Agent
Iqor
03.2013 - 02.2018
Crew Member
Panda Express
08.2007 - 03.2013
High School Diploma - Standard
James Monroe