Kaltrina Kapiti Dragusha
Lincoln,NE
Summary
With a proven track record at Kalemi Travel & Tours, I leveraged strong salesmanship and creativity to significantly enhance client satisfaction and revenue growth. Expert in travel industry trends and itinerary planning, my innovative approach and relationship-building skills have consistently delivered exceptional travel experiences, achieving notable client retention and competitive advantage.
Professional hospitality worker, ready to excel in fast-paced environment. Proven track record in ensuring exceptional customer service and satisfaction. Strong focus on teamwork and adaptability, consistently meeting changing needs. Skilled in managing multiple tasks, handling customer inquiries, and maintaining clean and organized workspace. Reliable and results-driven, with positive attitude and good communication skills.
Overview
10
10
years of professional experience
Work History
Server
Napolis Italian Restaurant
06.2023 - Current
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Cultivated warm relationships with regular customers.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Bussed and reset tables to keep dining room and work areas clean.
- Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
- Assisted in training new hires, providing guidance on restaurant standards and best practices.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Handled cash transactions accurately, contributing to balanced daily financial reports.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Explained menu items and suggested appropriate options for food allergy concerns.
Senior Travel Consultant
Kalemi Travel & Tours
05.2022 - 06.2023
- Achieved revenue growth by upselling additional services like insurance plans, airport transfers, or excursions to clients during the booking process.
- Handled sensitive personal data with discretion.
- Managed high-profile accounts, ensuring seamless coordination of complex international itineraries for VIP clientele.
- Conducted comprehensive destination research to provide clients with up-to-date information and expert advice on travel options.
- Provided useful travel materials such as guides, maps and event programs.
- Booked reservations for travel, hotels, rental cars and special events such as tours and excursions.
- Increased client satisfaction by providing personalized travel recommendations and itinerary planning.
- Coordinated group bookings to ensure seamless logistics for large-scale events such as weddings or corporate retreats.
- Communicated with clients to confirm itineraries, methods of transportation and travel regulations.
- Assessed client needs and recommended appropriate products and services to meet preferences and budget.
- Delivered exceptional service through prompt responses to customer inquiries via phone, email, or chat platforms.
- Developed strong relationships with vendors, negotiating competitive rates for clients'' travel accommodations.
- Maintained accurate records of all transactions, payments received or pending invoices while adhering to strict financial guidelines.
- Used company and vendor marketing resources to educate customers and close sales.
- Collaborated with marketing team to create promotional materials showcasing unique travel experiences available through the agency.
- Reduced customer complaints through proactive communication of potential scheduling conflicts and offering alternative solutions.
- Created promotional materials to increase visibility and attract larger market share.
- Assisted clients with flight changes and cancellations to minimize travel disruptions.
- Helped customers with passport and visa applications.
Tour Operator
VAS Tour Operator
05.2021 - 04.2022
- Streamlined booking processes for more efficient reservation management and improved client experiences.
- Researched information on locations to provide accurate, detailed tours.
- Guided groups of up to hundreds of people on scheduled tours.
- Maintained detailed client records to facilitate personalized service and anticipate future needs.
- Balanced competing priorities during peak season operations while maintaining high levels of customer satisfaction.
- Collaborated with team members on special projects such as themed tours or promotional events.
- Expanded company''s network of partner hotels, airlines, and activity providers to offer a wider range of options to clients.
- Increased repeat business through excellent customer service, attention to detail, and timely communication.
- Developed strong relationships with vendors, securing competitive rates and attractive packages for clients.
- Enhanced customer satisfaction by providing personalized travel itineraries and recommendations.
- Organized memorable group tours with engaging activities and knowledgeable guides.
- Implemented marketing strategies that increased brand visibility and attracted new customers.
Customer Care Officer
AS Travel
11.2019 - 03.2020
- Enhanced customer satisfaction by efficiently managing reception area and addressing client concerns promptly.
- Maintained a clean, welcoming, and professional reception area for client comfort and positive first impressions.
- Reduced wait times for clients with effective appointment management and timely communication of delays or changes.
- Collaborated with the marketing team in creating promotional materials for reception areas, effectively promoting company services and offerings.
- Managed high-pressure situations calmly and professionally, maintaining strong rapport with clients during difficult interactions.
- Collaborated with cross-functional teams to identify areas for improvement in customer service processes.
- Delivered outstanding support during peak periods, adeptly handling increased call volume without compromising service quality.
- Improved customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high call volumes with exceptional time management and multitasking skills.
- Maximized customer retention by providing personalized assistance and tailored recommendations.
- Handled difficult situations calmly, maintaining professionalism at all times.
Travel Consultant
VAS Tour Operator
04.2019 - 10.2019
- Built strong relationships with clients through exceptional communication and personalized service.
- Organized trips for individual, family and business travelers.
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Maintained accurate records of bookings, payments, and client information for smooth operations and future reference.
- Assisted clients in navigating visa requirements and other travel documentation, minimizing potential issues during their trips.
- Informed clients of travel policies and utilized preferred vendors to maximize company profits
- Kept abreast of all airline rules, regulatory requirements and industry standards when scheduling travel arrangements.
Travel Consultant
Veneta Travel
07.2017 - 06.2018
- Organized trips for individual, family and business travelers.
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Maintained accurate records of bookings, payments, and client information for smooth operations and future reference.
- Assisted clients in navigating visa requirements and other travel documentation, minimizing potential issues during their trips.
- Collected, handled and documented payments for travel services and associated feels.
- Collaborated with team members to optimize travel recommendations and share industry knowledge.
- Advised clients on visa, passport and security requirements relating to destinations and confirmed flight details for each reservation.
- Built strong relationships with clients through exceptional communication and personalized service.
Call Center Sales Agent
Skyexpress
04.2015 - 04.2017
- Developed strong relationships with clients through excellent customer service and regular followups.
- Assisted call-in customers with questions and orders.
- Explained features and advantages of flight tickets to promote sales.
- Expanded client base by diligently prospecting new leads and effectively presenting product offerings.
- Increased customer satisfaction by efficiently handling inbound and outbound sales calls.
Education
Bachelor of Science - Tourism And Travel Management
Pjeter Budi College
Prishtina, Republic Of Kosovo10-2019
Skills
- Strong salesmanship
- Creativity and innovation
- Complex Problem-solving
- Travel industry trends
- Travel research
- Client relationship building
- Itinerary planning
- Client consultations
- Executive travel
- Social media
- Marketing
- Reservations management
- Sales negotiations
- Time management
- Multitasking Abilities
- Strong work ethic
- Exceptional customer service
Customer assistance
Languages
Albanian
Native or Bilingual
English
Professional Working
Timeline
Server
Napolis Italian Restaurant
06.2023 - Current
Senior Travel Consultant
Kalemi Travel & Tours
05.2022 - 06.2023
Tour Operator
VAS Tour Operator
05.2021 - 04.2022
Customer Care Officer
AS Travel
11.2019 - 03.2020
Travel Consultant
VAS Tour Operator
04.2019 - 10.2019
Travel Consultant
Veneta Travel
07.2017 - 06.2018
Call Center Sales Agent
Skyexpress
04.2015 - 04.2017
Bachelor of Science - Tourism And Travel Management
Pjeter Budi College
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