Matthew Kerr
Converse
Summary
Detail-oriented sales agent with proven expertise in travel and financial sectors. Demonstrated ability to resolve client issues effectively while delivering customized experiences. Strong background in customer relationship management, enhancing client satisfaction and loyalty.
Overview
19
19
years of professional experience
Work History
Travel Agent
Travel and Leisure
Converse
07.2022 - Current
- Developed customized travel packages based on client preferences and budgets.
- Coordinated travel arrangements including flights, accommodations, and activities for various client groups.
- Maintained up-to-date knowledge of travel regulations and destination information to provide accurate advice.
- Resolved client issues and complaints promptly, ensuring a positive travel experience.
- Utilized customer feedback to refine services and enhance overall travel offerings.
- Created detailed travel itineraries, ensuring all elements met client expectations.
- Trained new staff on booking systems and customer service protocols.
- Organized travel-related events and promotions to attract new customers.
- Evaluated and implemented new reservation technology to improve service delivery.
- Provided travel information to customers and answered questions regarding passports, visas, transportation, accommodation, and tour packages.
- Researched availability of airfare and hotel rooms using reservation systems.
- Created travel itineraries and made adjustments to meet client specifications.
- Asking open-ended questions to best understand client needs and determine best travel offerings.
- Processed payments from clients via cash or credit cards.
- Organized flights, insurance, and accommodations for travelers according to their preferences.
- Maintained up-to-date knowledge of airline regulations concerning ticketing procedures and restrictions.
- Handled customer complaints in a professional manner to ensure satisfaction with the service provided.
- Ensured all reservations were accurately documented in agency's system prior to client departure date.
- Handled travel arrangements for groups, couples, executives, and special needs clients.
- Suggested additional services such as car rentals or activities that would enhance a customer's trip.
- Provided detailed information about destinations such as climate conditions or points of interest at requested locations.
- Explained benefits of purchasing travel insurance with clients.
- Utilized GDS systems efficiently for booking and confirming travel plans.
- Was able to work at home all while meeting and go above all goals
Vacation Planner
Travel and Leisure
Las Vegas
07.2022 - 03.2024
- Helped owners of Worldmark by Wyndham and Club Wyndham vacation clubs book travel with their credits that they owned with their timeshare.
- Helped owners of Worldmark by Wyndham and Club Wyndham vacation clubs with any customer service that they needed for their timeshare ownership.
- Worked from home all while meeting all goals and expectations.
- Was a subject matter expert in multiple new hire training classes.
- Helped develop and test multiple new company wide systems for booking resort stays and phone systems for a major company
- Coordinated travel arrangements by assessing client preferences and budget constraints.
Unloader
Amazon
Republic
02.2020 - 07.2022
- Operated material handling equipment to efficiently unload and organize shipments.
- Sorted and categorized items for quick identification and retrieval.
- Maintained cleanliness and organization of unloading areas for safety compliance.
- Collaborated with team members to ensure efficient unloading processes.
- Monitored inventory levels during unloading and reported discrepancies promptly.
- Trained new employees on unloading procedures and safety protocols.
Lead Generator
Self Employed
Springfield
02.2017 - 01.2020
- Created very high quality leads for several insurance agents
- Developed targeted marketing strategies to enhance lead generation efforts and improve outreach effectiveness.
- Created streamlined processes for lead qualification to increase efficiency in sales outreach.
- Collaborated with sales teams to align strategies and improve conversion rates.
- Designed and executed email campaigns to engage prospective clients and nurture relationships.
Telephone Banker
USAA Federal Savings Bank
Springfield
01.2011 - 02.2017
- Processed customer inquiries efficiently, ensuring accurate information delivery.
- Maintained meticulous records for customer accounts to ensure data integrity.
- Researched and resolved customer issues, enhancing overall satisfaction.
- Supported sales initiatives by promoting banking products to customers.
- Managed customer feedback and implemented solutions for improved service.
- Facilitated account management tasks, including balance inquiries and transaction histories.
- Provided timely assistance in the application of financial products and services.
- Conducted data entry tasks with a focus on accuracy and detail.
- Developed strong relationships with customers through effective communication skills.
- Boosted customer satisfaction with knowledgeable answers and fast service for diverse needs.
Inbound Sales Representative
Hotels.com
Springfield
03.2007 - 01.2011
- Executed effective sales strategies to enhance customer engagement and drive revenue growth.
- Facilitated seamless communication between departments to streamline sales processes and improve service delivery.
- Trained new team members on product offerings and sales techniques to ensure consistent service quality.
- Developed and maintained strong customer relationships through personalized communication and follow-ups.
- Utilized CRM software to track customer interactions and optimize follow-up strategies.
- Resolved customer complaints and issues promptly, enhancing overall satisfaction and loyalty.
Education
High School Diploma -
Bloomington HIgh School South
Bloomington, IN05-2001
Skills
- Travel arrangement
- GDS systems
- Itinerary creation
- Customer feedback utilization
- Travel regulations
- Destination knowledge
- Customer relationship management
- Reservation technology
- Problem solving
- Effective communication
- Team training
- Conflict resolution
- Attention to detail
- Itinerary development
- Client relationship building
- Travel insurance
- Package sales
- Credit card payments
- Travel industry expertise
- Mentoring and training
- Company guidelines and procedures
- Hotel accommodations
- Microsoft Office
- Ability to work from home while beating expectations
Timeline
Travel Agent
Travel and Leisure
07.2022 - Current
Vacation Planner
Travel and Leisure
07.2022 - 03.2024
Unloader
Amazon
02.2020 - 07.2022
Lead Generator
Self Employed
02.2017 - 01.2020
Telephone Banker
USAA Federal Savings Bank
01.2011 - 02.2017
Inbound Sales Representative
Hotels.com
03.2007 - 01.2011
High School Diploma -
Bloomington HIgh School South