Ericka M. Hines
Detail-oriented Travel Advisor with a proven track record in enhancing customer satisfaction through effective problem-solving and personalized service.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Work History
Travel Advisor
7 Years 4 Months- .
- Managed reservations through online booking systems, ensuring accuracy and timely confirmations.
- Assisted customers in selecting travel options, providing tailored recommendations based on preferences.
- Handled inquiries and resolved issues efficiently, enhancing customer satisfaction with personalized service.
- Resolved various issues and discrepancies for customers.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
- Handled billing information over phone.
- Boosted revenue with upselling additional services such as room upgrades, , and special event bookings.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Provided personalized assistance for guests with specific needs or requests, fostering positive relationships and repeat business.
- Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
- Maintained high levels of efficiency by managing multiple phone lines and email correspondence for reservation requests and adjustments.
- Provided customers with information about availability and pricing.
- Maintained awareness of types of rooms available in different resort locations.
- Maintained up-to-date knowledge of travel restrictions and safety protocols, advising customers accordingly.
- Participated in weekly team meetings to discuss challenges and brainstorm solutions, fostering culture of continuous improvement.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
- Provided follow through on all calls with confirmations and dissemination of requested information.
Education
High School Diploma
Skills
Accomplishments
- Created elaborate destination wedding travel packages to boost company sales.
Timeline
Travel Advisor
Apopka High School
During my experience with Holiday I've been rewarded as the highest agent with longest talk time
deep customer engagement, strong problem-solving skills, and high-touch relationship management rather than inefficiency ,i preferred to solve problem's with angry and confuse guests so customer did not have to call back with the same issues.