Margie Piazza
Sewell,NJ
Summary
Experienced travel consultant professional prepared for this role. Adept at crafting personalized travel itineraries, managing bookings, and ensuring client satisfaction. Strong focus on team collaboration, adapting to changing needs, and delivering results. Skilled in customer service, problem-solving, and maintaining up-to-date knowledge of travel trends and regulations.
Overview
42
42
years of professional experience
Work History
Travel Consultant
AAA South Jersey
Voorhees, NJ
07.2023 - 06.2026
- Developed customized travel itineraries based on client preferences and budget constraints.
- Provided expert guidance on travel destinations, accommodations, and transportation options.
- Cultivated strong relationships with clients through exceptional customer service and follow-up communication.
- Resolved client inquiries and issues efficiently to enhance overall travel experience satisfaction
- Continuously sought opportunities for professional development by attending industry conferences, webinars, and training sessions to stay current on the latest trends in travel.
- Increased repeat business by providing outstanding customer service and addressing client concerns promptly.
Branch Counselor
AAA South Jersey
Voorhees, NJ
01.2023 - 07.2023
- Member Service & Sales: Promoting membership upgrades, auto-renewals, and the AAA credit card. Resolving account inquiries and ensuring a positive experience.
- Travel & Vacation Planning: Assisting members with mapping, routing, point-of-interest information, and booking hotels or rental cars. Issuing International Driving Permits and capturing passport photos.
- Branch Operations: Balancing cash drawers, processing daily paperwork, taking on opening and closing procedures, and managing product inventory
Call Center Leader
AAA South Jersey
Voorhees, NJ
10.2021 - 01.2023
- Led team of customer service representatives to enhance call resolution efficiency.
- Developed training programs to improve agent performance and customer satisfaction scores.
- Implemented quality assurance processes to ensure compliance with company standards.
- Analyzed call center metrics to identify trends and drive operational improvements.
Reservation Sales Manager
The Walt Disney Travel Company
Anaheim, CA
09.2004 - 02.2019
- Collaborated with internal teams and partners to evaluate costs against expected travel price points and set structures to achieve profit targets.
- Identified, hired and trained highly-qualified staff by teaching best practices, procedures and sales strategies.
- Created effective strategies to target new markets after researching and analyzing competitor behavior.
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
- Developed value-added solutions and approaches by leveraging trends in customer marketplaces and industries.
- Developed innovative marketing campaigns to increase engagement with target demographic and drive brand exposure.
- Monitored metrics and marketing investments to assess performance and implement continuous improvements.
- Held weekly meetings with Reservation Sales Teams and Executives to identify techniques to overcome sales obstacles.
- Handled all customer relations issues pleasantly, enabling quick resolution and client satisfaction.
- Drove sales conversion rates through effective coaching and monitoring of performance metrics.
- Pushed Travel package revenue to new levels with more than $3,000,000 in yearly sales.
- Developed and implemented comprehensive salesperson training program.
- Organized promotional events and interacted with community to increase sales volume.
Assistant Guest Services Manager
The Walt Disney Travel Company
Anaheim, CA
08.2001 - 09.2004
- Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
- Recruited and developed 30 employees for Guest Services Department department.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Facilitated ongoing training for department and staff of 30 individuals.
- Devised, deployed and monitored processes, and created SOG to boost long-term business success and increase.
Travel Operations Supervisor
The Walt Disney Travel Company
Anaheim, CA
08.2000 - 05.2001
- Motivated and trained employees to maximize team productivity.
- Developed and deepened relationships with customers, vendors and internal stakeholders.
- Monitored daily and weekly key performance indicators to maintain on-track status.
- Implemented Reservation performance based incentives to improve working conditions for all employees and fostered work environment that maximized employee morale and engagement.
Reservation Sales Agent
The Walt Disney Travel Company
Anaheim, CA
08.1988 - 08.2000
- Provided expansive knowledge on Disney Travel packages including: Hotels, park tickets, airfare, rental cars, airport transfers, area attractions, Southern California destinations, and travel insurance.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Resolved various issues and discrepancies for customers.
Attractions Hostess
The Disneyland Resort
Anaheim, CA
11.1984 - 08.1988
- Responsible for operating attractions and providing exemplary guest service which includes loading and unloading passengers, checking restraints and providing safety instructions and ensuring compliance
- Assisting guests with special access; operating control console(s) and dispatching
- Welcoming and greeting guests of the park and providing guests with attraction information
- Understanding and actively participating in Health & Safety responsibilities established by Walt Disney World's policy, procedures, training and team member involvement and activity.
Education
Associate of Science - Travel Agent And Air Transportation Technology
Mount San Antonio College
Walnut, CA5 1989
Skills
- Walt Disney Travel Product Expert in Service Sales
- Trained in all AAA South Jersey programs including membership, roadside and travel
- Completed training in world wide travel products such as: Cruise lines, car rental, tour companies, and travel insurance
- Skilled in "Work from home" processes and systems
- Positive and upbeat
- Coaching and mentoring
- Strong verbal and written communication
- Sales expertise
- Accomplished Manager
- Exceptional customer service
- Global travel experience
Timeline
Travel Consultant
AAA South Jersey
07.2023 - 06.2026
Branch Counselor
AAA South Jersey
01.2023 - 07.2023
Call Center Leader
AAA South Jersey
10.2021 - 01.2023
Reservation Sales Manager
The Walt Disney Travel Company
09.2004 - 02.2019
Assistant Guest Services Manager
The Walt Disney Travel Company
08.2001 - 09.2004
Travel Operations Supervisor
The Walt Disney Travel Company
08.2000 - 05.2001
Reservation Sales Agent
The Walt Disney Travel Company
08.1988 - 08.2000
Attractions Hostess
The Disneyland Resort
11.1984 - 08.1988
Associate of Science - Travel Agent And Air Transportation Technology
Mount San Antonio College