Mariella Duquesne
East Hartford,CT
Summary
Dynamic and results-driven professional with extensive experience at Unique Vacations, excelling in customer service and ticketing operations. Proven track record in resolving complex booking issues and enhancing client satisfaction through strong interpersonal skills and attention to detail. Adept at utilizing airline reservation systems to streamline processes and achieve sales targets.
Overview
19
19
years of professional experience
Work History
Ticketing Agent
Unique Vacations
04.2021 - Current
- Provided personalized travel recommendations based on client preferences and budget constraints.
- Coordinated travel arrangements, including flights, accommodations, and activities for diverse clientele.
- Researched and identified unique destinations to enhance customer experiences and satisfaction.
- Assisted clients with itinerary modifications to accommodate changes in travel plans or preferences.
- Utilized booking systems to manage reservations efficiently while ensuring accuracy in all details.
- Processed ticket sales efficiently through various channels, ensuring accuracy and customer satisfaction.
- Assisted customers with inquiries and provided support for ticket-related issues, enhancing service quality.
- Developed solutions for complex ticketing problems, fostering a positive customer experience through effective resolution strategies.
- Sold, printed, and issued tickets to guests.
- Directed passengers to correct airport terminal locations.
- Collaborated with passengers and travel agents to resolve booking issues, correct fares, and clarify rules.
- Contributed to team goals by meeting or exceeding individual sales targets on a consistent basis.
- Assisted passengers with special needs or accommodations, ensuring a comfortable travel experience.
- Crosstrained in multiple areas of ticketing operations to provide versatile support during peak periods or employee absences.
- Kept current on airline policies and procedures to provide accurate information to passengers at all times.
Front Desk Agent
Village Inn and Spa Hotel
09.2008 - 2009
- Greeted guests and assisted with check-in/check-out processes efficiently.
- Managed reservations using property management system, ensuring accuracy and timeliness.
- Responded to guest inquiries, resolving issues with professionalism and courtesy.
- Coordinated room assignments based on guest preferences and availability.
- Greeted guests upon arrival, ensuring a welcoming first impression.
- Managed check-in and check-out processes efficiently, enhancing guest satisfaction.
- Assisted in resolving guest inquiries and concerns promptly to maintain service excellence.
Leisure Sales Agent
Unique Vacations
09.2009 - 04.2021
- Assisted clients in selecting vacation packages tailored to individual preferences.
- Developed knowledge of travel industry trends and unique offerings to enhance customer service.
- Managed customer inquiries and resolved issues efficiently, ensuring high satisfaction levels.
- Collaborated with team members to streamline booking processes and improve operational efficiency.
- Maintained accurate records of client interactions using CRM tools for future reference.
- Provided support during promotional campaigns, contributing to increased brand awareness and sales.
- Adapted quickly to new software systems for managing bookings and customer accounts effectively.
- Assisted call-in customers with questions and orders.
- Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions and concerns.
- Achieved top performer status within the company due to consistent high sales numbers.
Customer Service Representative
E Services Group
07.2006 - 2008
- Provided prompt and accurate responses to customer inquiries via phone and email.
- Assisted customers in resolving issues, enhancing overall satisfaction levels.
- Utilized CRM software to track interactions and follow up on service requests.
- Collaborated with team members to streamline processes for quicker resolutions.
- Participated in team meetings, contributing ideas for enhancing customer experience.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Exhibited high energy and professionalism when dealing with clients and staff.
Education
No Degree - Tourism And Hotel Management
National Research Development Foundation
St. Lucia Associate of Arts -
Sir Arthur Lewis Community College
ST.LUCIA No Degree - Hotel, Resort And Restaurant Management
Penn Foster College
Scottsdale, AZAssociate of Science - Pharmacy Technician
Penn Foster College
Scottsdale, AZ12.2015
Skills
- Airline reservation systems
- Empathy and patience
- Basic computer skills
- Passport reviews
- Professionalism and courtesy
- Booking issues
- Mathematical calculations
- Reservation management
- Strong interpersonal skills
- Travel industry trends
- Ticketing software
- Teamwork and collaboration
- Quick thinking
- Customer service
- Time management
- Attention to detail
- Reliability
- Excellent communication
- Team leadership
- Effective communication
Timeline
Ticketing Agent
Unique Vacations
04.2021 - Current
Leisure Sales Agent
Unique Vacations
09.2009 - 04.2021
Front Desk Agent
Village Inn and Spa Hotel
09.2008 - 2009
Customer Service Representative
E Services Group
07.2006 - 2008
No Degree - Tourism And Hotel Management
National Research Development Foundation
Associate of Arts -
Sir Arthur Lewis Community College
No Degree - Hotel, Resort And Restaurant Management
Penn Foster College
Associate of Science - Pharmacy Technician
Penn Foster College