Summary
Overview
Work History
Education
Skills
Websites
Professional Development
Quote
Timeline
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Heidi Anderson

Heidi Anderson

Puyallup,WA

Summary

Versatile, adaptable, teachable, resourceful training, and sales professional with extensive experience building strong customer and supplier relationships in a variety of industries including travel, retail clothing, and education. Personable and engaging communicator, skilled at both written and verbal communication. Demonstrated ability to efficiently resolve issues and remain calm under pressure. Team player dedicated to promoting cooperation, coordination, and lifelong learning.

Overview

13
13
years of professional experience

Work History

Travel Training Specialist

EUROPE EXPRESS
01.2023 - Current
  • Onboarded and mentored 51 new personnel hired to fulfill various roles, including managers, Europe Specialists, and Reservations Coordinators.
  • Evaluated training effectiveness using feedback surveys and assessments, making continuous improvements as needed based on specific company goals.
  • Reviewed and scored recorded calls for quality assurance and provided results to Inside Sales Team Managers.
  • Enhanced employee performance by developing and implementing comprehensive training programs.
  • Gained extensive knowledge of travel destinations and travel trends
  • Coached employees on various topics including conflict resolution, goal setting, and career planning to foster individual growth within the company.
  • Developed training handbooks, destination presentations, computer tutorials and reference materials for Training SharePoint, using Microsoft and Adobe software.
  • Worked with Product Team to create content training for new services.
  • Assisted Sales Managers with continuing education creation based on development needs of team.
  • Assisted Sales Training Manager with creating training schedules for new hire and continuing education courses.
  • Exemplify the importance of creating a team-centered environment, while still working independently while remote

Reservations Coordinator

EUROPE EXPRESS
07.2022 - 12.2022
  • Answered existing calls through call center queues to assist travel agents with changes to existing quotes and active reservations
  • Processed payments and confirming services available
  • Responded to online quote request forms via phone or e-mail to qualify leads
  • Provided direct team support to fellow coordinators, on active calls, with travel agents needing assistance with upgraded air bookings
  • Assisted in implementing first shadowing sessions where team members and new hires could both share screens and listen in on each other's calls, both inter-departmental and cross-departmental, for training development and context purposes
  • Recommended methods for more effective processes between Inside Sales team and Coordinators.
  • Achieved average call score of 93% by Quality Assurance Team
  • Promoted to Training Specialist after 6 months

Owner and Creative Director

THINK TEES
01.2011 - Current
  • Cultivate and onboard new clients and manage full-cycle custom printing projects for non-profit organizations and community events
  • Plan digital and print marketing and sales strategies
  • Collaborate with clients to create designs and gather project requirements
  • Identify quality vendors and develop ongoing relationships
  • Maintain high standards of customer service, responding quickly to customer inquiries and effectively resolving issues
  • Recognized for ensuring on-time delivery of customer projects and conducting thorough research to offer products at the lowest prices available
  • Designed and printed shirts for a variety of high-profile organizations including the Susan G Komen 3-Day Walk, the Multiple Sclerosis Society, the Make A Sound Project, Awana Games, NYPD Mud Runner, and dozens of local small businesses
  • Secured a long-term customer by exceeding expectations and providing 60 wholesale shirts in only 3 days with no rush fees after the previous vendor backed out, saving the customer a total of $450
  • Increased customer satisfaction with online ordering process by creating advanced Excel spreadsheets that incorporated formulas to automatically calculate totals and reveal profit margins for fundraising groups.
  • Established clear communication channels between clients and internal teams, ensuring seamless project execution.
  • Developed and maintained strong relationships with clients, resulting in repeat business and referrals.

Tutor/Teacher

A+ PRIVATE TUTORING
01.2020 - 07.2022
  • Instructed 9 students ages 5-9, both individually and as a group
  • Created differentiated lesson plans to accommodate variety in ages using the homeschool curriculum that meets state standards
  • Maintained grading records and attendance, plan field trips, fundraisers, and administer assessments, including the standardized MAP Test
  • Requested to teach by parents who wanted their kids to have a school-like experience during the pandemic
  • Raised over $600 to reward students for achieving reading goals by organizing a fundraiser
  • Achieved all students performing well above grade level at the end of the school year.

Kindergarten Teacher

CASCADE CHRISTIAN SCHOOL
01.2018 - 01.2019
  • Completed daily lesson planning and taught 22 energetic 5-year-olds, incorporating games, art, films, books, technology, and other tools
  • Collaborated with staff and teachers to achieve common learning goals and objectives
  • Exceeded goal of 90% of students reading at grade level by the end of the school year
  • Researched and created a new social studies curriculum for kindergarten from scratch.

Teacher

BROOKLAKE CHRISTIAN SCHOOL
01.2012 - 01.2018
  • Instructed preschool through 5th grade students in four subjects
  • Assisted with administration and social media
  • Organized talent shows and 3 all-school performances per school year
  • Coordinated field days and athletics
  • Boosted school tours and enrollment 10% by planning and implementing social media campaign strategies
  • Saved the school approximately $30,000 per year by doing the work of 4 different teachers in the subjects of Spanish, Music, Technology, and P.E.
  • Voted "Most Loved Teacher" by the student body and selected by the 5th grade students to give the commencement speech at their 5th grade graduation.

Lead Travel Agent

UNIGLOBE.COM
  • Booked air, car, and hotel packages for corporate and leisure travel clients of the first Internet-based branch of Uniglobe franchise
  • Created itineraries optimized for cost and convenience, advising customers regarding luxury travel destinations
  • Arranged hotel transfers, car rentals, tour vouchers, and spa reservations for luxury destinations
  • Well versed in group sales and providing passport, visa, and other border-entry requirements
  • Assisted stranded passengers during 9/11 terrorist attacks, providing a calm presence while efficiently making alternative hotel and care arrangements until air travel resumed
  • Received four customer service awards and voted "Employee of the Month" in a group of 24 highly competent agents, receiving award nominations from supervisors due to positive customer reviews and high performance

Travel Agent

LEISURE LIFE VACATIONS
  • Sought out exclusive deals at vacation hot spots in Washington, Oregon, Idaho, & British Columbia, for this member-based travel agency that heavily emphasized customized, concierge-like customer service
  • Trained new hires on policies, procedures, and system operations
  • Issued tickets and tour vouchers, and processed changes to itineraries
  • Follow Federal and State guidelines and travel requirements
  • Saved members an average of 40% on their vacation costs, delivering stellar customer service, and leveraging mastery of Apollo GDS.

Education

B.S. in Interdisciplinary Studies -

Western Governors University
Salt Lake City, UT

A.S in Criminal Justice -

ITT Technical Institute
Seattle, WA

Skills

  • Domestic/International Travel Itineraries
  • Customer Service
  • Interdisciplinary Teaching
  • Adult Education Training
  • Digital Marketing
  • Phone/Email Communication
  • Remote Work Experience
  • Global Distribution Systems (GDS): Apollo, Amadeus, and Sabre
  • Productivity & Design: Microsoft Office, HubSpot, Salesforce, Adobe Creative Suite
  • Travel industry knowledge and Trends
  • Upselling strategies

Professional Development

  • Destination training in Italy, United Kingdom, Greece, Ireland, Switzerland, as well as LeBoat and Rail Europe Specialist
  • Apollo GDS Refresher Training, Braini Academic, 2022
  • Airline Reservations and Airport Services Diploma, International Air Academy

Quote

It's OK to not know, but it's not OK to not try.

Timeline

Travel Training Specialist

EUROPE EXPRESS
01.2023 - Current

Reservations Coordinator

EUROPE EXPRESS
07.2022 - 12.2022

Tutor/Teacher

A+ PRIVATE TUTORING
01.2020 - 07.2022

Kindergarten Teacher

CASCADE CHRISTIAN SCHOOL
01.2018 - 01.2019

Teacher

BROOKLAKE CHRISTIAN SCHOOL
01.2012 - 01.2018

Owner and Creative Director

THINK TEES
01.2011 - Current

B.S. in Interdisciplinary Studies -

Western Governors University

A.S in Criminal Justice -

ITT Technical Institute

Lead Travel Agent

UNIGLOBE.COM

Travel Agent

LEISURE LIFE VACATIONS

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Heidi Anderson