Laura Williams
Mcallen,TX
Summary
Working in the travel industry at Hopper Inc. and with Shands' Travel Group has provided the skills to effectively sell products, communicate product knowledge and connect with customers and coworkers on a professional level. Combining a love of travel, skills in customer service and enthusiasm to learn in an ever-changing environment have helped in choosing the best possible career path. The skills in these fields make for an excellent choice for any area of tourism and travel industry as well as sales and client services.
Overview
34
34
years of professional experience
Work History
Senior Travel Experience Agent
Hopper USA Inc.
08.2021 - 10.2023
- Managed up to 20 calls, chat and email per day
- Top 5 agents in Customer Satisfaction for June 2023
- Met quarterly goals for Top Tier and Highly Valued agent
- Provided exceptional customer service assistance in various and often difficult inquiries via call, chat and email for airline and ground travel.
- Worked out of multiple booking systems and variety of internal tools and systems to quote, exchange and refund airline tickets while utilizing interpersonal skills to problem solve, troubleshoot and multi-task.
Runner/Delivery
Favor
04.2020 - 06.2021
- Consistently provided professional, friendly and engaging service.
- Followed all safety and sanitation policies when handling food and beverages to uphold proper health standards.
- Completed on-time deliveries by choosing most efficient routes.
- Politely assisted customers in person and via telephone.
- Worked exclusively through mobile phone application.
- Communicated with both restaurants and customers to ensure each order was properly executed .
- Personal Shopper fulfilling custom orders through H.E.B. and Wal-Mart.
- Enthusiastically followed Favor model.
Travel Agent
Shand's Travel Group
08.1989 - 07.1996
- Provided customers with top rated travel packages and cruise deals as well as coordinating airfare.
- Worked on custom trips researching all possible options for air and hotel packages.
- Responded to clients' questions, issues, and complaints and found appropriate solutions when needed.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Sold American Express products such as vacation packages, traveler's cheques while providing card services such as payments, and card replacements.
Education
Bachelor of Arts - Modern Languages
Pan American University
Edinburg, TX08.1989
Skills
- Team Player
- Customer Centric
- Flexible
- Active Listener
- Critical Thinker
- Ability to work under pressure
- Attention to Detail
- GDS: Sabre/Amadeus/Farelogix/Apollo Travelport
- Leisure Travel
Additional Information
- UMCOR - ERT-(Emergency Response Team) - Assisted families with clean up, tarping roofs, stabilizing homes and providing a caring presence after Hurricanes Harvey 2017 and Hanna 2020 and flooding rains of South Texas in 2018 Sept. 2017-Current
- PVAS - (Palm Valley Animal Shelter) - Volunteer - Assist in cleaning and sanitizing cages, laundry duties, walking and socializing with approved shelter animals June 2020-Current
- FUMC - (First United Methodist Church)- McAllen, TX - Food Pantry- Assemble food bags, Divide bulk foods to distribute to other local Community Centers Aug. 2014-Current Helped with construction on Wheelchair Ramp Project Feb 2018/2019
Hobbies -DIY/Home Improvement, Gardening, Guitar
- Organized a team of professional tradesmen including: painters, plumbers, electricians, tile installers to successfully update 3300 sq ft home to sell in 1 month.
- Refurbished outdoor light fixtures, painted base boards, installed hinge pin door stops, dry scraped acoustics from smaller areas such as closets and pantry to roll with paint.
- Installed and maintained a Butterfly garden attracting several species as well as hummingbirds. Landscaped a tropical garden with a variety of plants to add curb appeal as well as to a pool backdrop.
- Assembled bookcases, a crib and an upholstered day bed, sanded and refinished coffee tables and an entertainment center.
- Letgo - Sold refurbished items such as coffee tables, toys, clothing and decor items.
- Enjoy learning to play acoustic guitar and violin by watching lessons on Youtube.
Timeline
Senior Travel Experience Agent
Hopper USA Inc.
08.2021 - 10.2023
Runner/Delivery
Favor
04.2020 - 06.2021
Travel Agent
Shand's Travel Group
08.1989 - 07.1996
Bachelor of Arts - Modern Languages
Pan American University
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