Paulette Veltz
Hamlin,NY
Summary
Resourceful professional in travel coordination, known for high productivity and efficient task completion. Specialize in itinerary planning, customer relationship management, and conflict resolution. Excel in communication, adaptability, and problem-solving to enhance client satisfaction and streamline travel experiences.
Overview
32
32
years of professional experience
Work History
Travel Director
Self employed
Hamlin
01.2024 - Current
- Ensured safety of travelers by researching destinations prior to departure and monitoring weather conditions throughout the duration of the trip.
- Maintained relationships with travel partners and vendors.
- Stayed up to date on travel industry, policies and restrictions.
- Resolved conflicts between travelers or between travelers and service providers when necessary.
- Promoted customer service satisfaction by acknowledging and anticipating client expectations.
- Responded immediately to clients' questions, issues, and complaints, and found effective solutions when required.
- Provided on-site support during trips to ensure travelers had access to necessary resources.
- Offered exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Communicated regularly with travelers to provide updates on their journey's progress and answer any questions they may have had.
- Assisted with customer requests and answered questions to improve satisfaction.
- Recognized by management for providing exceptional customer service.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Tour Manager
AAA WESTERN AND CENTRAL NY
Buffalo , NY
12.2018 - 01.2024
- Served as a point of contact between customers and other personnel involved in the tour operation.
- Anticipated and met client demands to run efficient and profitable tours.
- Coordinated daily operations of the tour team while traveling on-site.
- Transported tour participants to activities or tour sites.
- Monitored safety guidelines for each venue visited during the tour.
- Troubleshot and resolved execution issues, technical problems and vendor conflicts.
- Resolved any customer complaints or issues that arose during the course of a trip.
- Prepared detailed reports on tour performance after completion of each trip.
- Managed tour itineraries to ensure timely arrival at each destination.
- Provided customer service support throughout the duration of each tour.
- Assisted tour patrons with special needs.
- Ensured all necessary documents were in order prior to departure dates.
- Entertained visitors and tourists with various props and signs to maximize engagement.
- Built detailed knowledge on locations and points of interest to thoroughly answer guest questions.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Identified needs of customers promptly and efficiently.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Completed day-to-day duties accurately and efficiently.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Recognized by management for providing exceptional customer service.
Domestic Travel Consultant
AAA Western & Central NY
Rochester , NY
08.1992 - 12.2018
- Explained benefits of purchasing travel insurance with clients.
- Managed travel documentation, ensuring all necessary passports and visas were obtained in a timely manner.
- Stayed informed of emerging travel trends and technologies to enhance service delivery.
- Participated in trade shows and networking events to promote company services.
- Booked transportation and hotel reservations using computer or telephone.
- Researched hotels and airfare options to best meet client needs and expectations.
- Reserved hotel rooms for business travelers based on individual preferences, schedules, and budgets.
- Managed customer complaints effectively according to established procedures.
- Developed and maintained strong relationships with customers to ensure repeat business.
- Communicated travel policies to clients and collaborated with preferred vendors to maximize company profit.
- Responded promptly to customer inquiries via phone, email or in-person contact.
- Coordinated travel arrangements, including flights, hotels, and car rentals, for diverse client base.
- Provided excellent customer service in a fast-paced environment.
- Processed payments from customers using a variety of methods such as credit cards, cash or checks.
Education
High School Diploma -
Monroe Community College
Rochester, NYTimeline
Travel Director
Self employed
01.2024 - Current
Tour Manager
AAA WESTERN AND CENTRAL NY
12.2018 - 01.2024
Domestic Travel Consultant
AAA Western & Central NY
08.1992 - 12.2018
High School Diploma -
Monroe Community College