Penny Larabel
Grandville
Summary
Customer-focused professional with extensive experience in coordinating customized travel arrangements and managing client inquiries. Proven track record in resolving issues to ensure high levels of client satisfaction. Strong relationship-building skills with clients and travel suppliers enhance service delivery and improve client retention.
Overview
53
53
years of professional experience
Work History
Independent Travel Agent
KJD Travel
Grandville
02.2026 - Current
- Coordinated travel arrangements for clients, including flights, hotels, and activities.
- Researched destinations to provide clients with current travel options and trends.
- Developed personalized itineraries based on client preferences and budgets.
- Managed customer inquiries and provided timely responses to ensure satisfaction.
- Assisted clients with travel documentation and visa requirements.
- Maintained up-to-date knowledge of travel regulations and industry changes.
- 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.
- Asked open-ended questions to best understand client needs and determine best travel offerings.
- Processed payments from clients via cash or credit cards.
- Built relationships with suppliers including airlines, hotels, cruise lines, and tour operators to secure competitive rates for clients.
- Organized flights, insurance, and accommodations for travelers according to their preferences.
- Maintained up-to-date knowledge of airline regulations concerning ticketing procedures and restrictions.
- Resolved customer complaints professionally to maintain high levels of service and client satisfaction.
- Created marketing materials showcasing vacation packages available for sale through the agency.
- 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.
- Assisted customers in selecting the best possible package with the least expense.
- Established strong relationships with customers by providing accurate travel itineraries and expert knowledge to enhance client satisfaction.
- Conducted research on new destinations and attractions which may be attractive to potential travelers.
Independent Travel Agent
Archer Travel Group
Grandville
02.2022 - 03.2026
- Developed personalized itineraries based on client preferences and budgets.
- Collaborated with travel suppliers to secure competitive rates, maximizing value for clients.
- Managed customer inquiries, providing timely responses to enhance client satisfaction.
- Engaged clients with open-ended questions to assess needs and tailor travel offerings.
- Assisted clients with travel documentation and visa requirements.
- Maintained up-to-date knowledge of travel regulations and industry changes.
- Researched availability of airfare and hotel rooms using reservation systems.
- Created travel itineraries and made adjustments to meet client specifications.
- Researched destinations to provide clients with current travel options and trends.
Administrative Clerk
Fleet Risk & Safety Consulting, Inc.
Florida
01.2003 - 01.2008
- Prepared client documentation and reports for safety assessments to support compliance efforts.
- Processed and organized invoices, reports, memos, and correspondence to ensure accurate record-keeping.
- Monitored logs and work records to track reports, inventory, and supplies for effective management.
- Supported data entry tasks for client records using database management systems.
- Performed data entry duties to update client information in databases.
- Ensured that trucking companies kept in compliance with the DOT.
Customer Service Representative
Nextel Communications
Kentwood
03.2001 - 06.2001
- Resolved complaints, providing tailored solutions that improved customer satisfaction.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Enhanced customer satisfaction by resolving issues with knowledgeable, friendly service.
- Educated customers on product features and benefits, leading to increased usage.
- Assisted customers with inquiries regarding products and services.
- Answered customer inquiries and provided accurate information regarding products and services.
- Utilized CRM software to track customer issues and resolutions promptly.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
HMDA Auditor
Old Kent Mortgage
Kentwood
08.1998 - 02.2001
- Conducted thorough audits to ensure compliance with company policies and regulations.
- Reviewed loan documents and transactions for adherence to regulatory standards.
- Prepared detailed audit reports that identified compliance gaps and provided actionable recommendations for management.
- Conducted audits on internal controls and developed reports on findings.
- Drafted reports summarizing audit results while highlighting any irregularities or inconsistencies found during the process.
- Worked closely with management to discuss external audit results and action plans.
- Ensured timely completion of all assigned tasks within set deadlines.
- Maintained confidentiality of company information obtained in audit assignments.
Receptionist
Century Cellunet
Kentwood
03.1994 - 03.1998
- Communicated with clients via phone and email to resolve outstanding debts.
- Negotiated payment plans with customers to facilitate manageable debt repayment.
- Resolved disputes through effective problem-solving and conflict resolution techniques.
- Managed customer accounts to secure timely payments while fostering positive relationships.
- Oversaw daily collections and accounts receivable activities, implementing strategies that maximized collections and minimized aged accounts.
- Monitored account statuses regularly to identify potential issues before escalation.
- Documented collection activities accurately in the company's database system.
- Processed payments through various methods such as credit cards, online banking and cash transactions.
- Adhered to company policies and applicable laws while collecting debts from customers.
- Followed fair debt practices and regulatory guidelines when managing the collections process.
- Upheld privacy and security requirements for customer information.
- Researched customer accounts for any discrepancies or outstanding payments.
Call Center Agent
RCI Travel
Grand Rapids
01.1993 - 01.1994
- Assisted clients in booking travel arrangements, resolving issues promptly to ensure satisfaction.
- Managed incoming customer inquiries, delivering accurate travel information to enhance customer experience.
- Addressed customer complaints, providing effective solutions to improve customer retention.
- Utilized CRM systems to track customer interactions and improve service delivery.
- Maintained up-to-date knowledge of promotions, services, and industry trends for customers.
- Developed knowledge of travel policies, procedures, and destination information.
Office Manager
MGI Systems
Texas
01.1981 - 01.1984
Domestic Travel Counselor
AAA Michigan
Wyoming
01.1973 - 01.1981
- Coordinated personalized travel itineraries and accommodations for clients, enhancing their travel experience.
- Provided expert advice on travel regulations and destination information.
- Addressed and resolved customer inquiries and issues regarding travel bookings, ensuring client satisfaction.
- Delivered exemplary customer service to new and existing clients, fostering lasting relationships and securing repeat travel assignments.
- Educated clients about travel insurance options and benefits available.
- Processed payments and managed booking confirmations accurately.
- Took payments via credit and debit cards and handled sensitive information with professionalism and discretion.
Education
Tourism And Travel Management
Archer Travel Group
Internet02-2023
Tourism And Travel Management
TAT Travel Agent Certificate
Kentwood01-1998
Extraordinary Customer Service
Century Cellunet
Kentwood, MI02-1995
Telephone Management
Century Cellunet
Kentwood, MI01-1992
Payment Trainingg
AAA Michigan
Grand Rapids02-1984
Trip-tics
AAA Michigan Domestic Travel School
Grand Rapids02-1975
High School -
Godwin Heights High School
Michigan01-1973
Skills
- Travel industry expertise
- Travel planning
- Itinerary development
- Travel budget management
- Industry regulations knowledge
- Reservation systems
- Travel coordination
- Supplier negotiation
- Client consultations
- Client engagement
- Customer relationship management
- Hotel accommodations
- Ground transportation planning
- Travel packages
- Reservations management
- Insurance arrangement
- Customs requirements
- Client invoicing
- Client education
- Office Management
- Effective communication
- Problem solving
- Attention to detail
- Social media marketing
- Conflict resolution
- Mentoring and training
- Social media
- Marketing
- Payment processing
- Hotel accommodations
- Digital marketing strategies
- Client meetings
- Travel industry expertise
Hobbies and Interests
Remote Customer Service Position
Additional Information
Windows 10, HP Printer, Internet Service, Easy to work with, Personable, Self-motivated
Timeline
Independent Travel Agent
KJD Travel
02.2026 - Current
Independent Travel Agent
Archer Travel Group
02.2022 - 03.2026
Administrative Clerk
Fleet Risk & Safety Consulting, Inc.
01.2003 - 01.2008
Customer Service Representative
Nextel Communications
03.2001 - 06.2001
HMDA Auditor
Old Kent Mortgage
08.1998 - 02.2001
Receptionist
Century Cellunet
03.1994 - 03.1998
Call Center Agent
RCI Travel
01.1993 - 01.1994
Office Manager
MGI Systems
01.1981 - 01.1984
Domestic Travel Counselor
AAA Michigan
01.1973 - 01.1981
Tourism And Travel Management
Archer Travel Group
Tourism And Travel Management
TAT Travel Agent Certificate
Extraordinary Customer Service
Century Cellunet
Telephone Management
Century Cellunet
Payment Trainingg
AAA Michigan
Trip-tics
AAA Michigan Domestic Travel School
High School -
Godwin Heights High School