Summary
Overview
Work History
Education
Skills
Timeline
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Stefanie Ostendorf

Summary

Senior Travel Advisor passionate about providing dream experiences and best in class customer satisfaction in leisure travel. Strong research background and love of all things travel. Career success in travel and hospitality for private, global and corporate customers.

Overview

11
11
years of professional experience

Work History

Pricing Supervisor

LivaNova
09.2022 - Current
  • Enhanced pricing accuracy by implementing and overseeing efficient pricing strategies.
  • Streamlined pricing processes for better efficiency and faster decision making.
  • Collaborated with cross-functional teams to ensure accurate and timely implementation of price changes.
  • Established strong relationships with vendors, negotiating favorable terms and discounts to enhance profitability.
  • Increased customer satisfaction by ensuring transparent communication regarding pricing structures and policies.
  • Participated in strategic planning sessions, contributing valuable insights on market trends and potential revenue opportunities.
  • Encouraged collaboration between departments to streamline workflows related to price adjustments or promotions.
  • Continuously monitored industry developments, adjusting internal strategies as needed to maintain a competitive edge in the market.
  • Reduced errors in pricing documentation by implementing standardized templates for proposal submissions.
  • Increased response time for addressing client inquiries about prices through streamlined communication channels with sales teams.
  • Trained team members in successful strategies to meet operational and sales targets.
  • Educated staff on strategies for handling difficult customers and challenging situations.
  • Developed and nurtured lasting relationships with clients through dedicated assistance, issue resolution and active listening.
  • Researched issues to obtain appropriate answers to customer inquiries.
  • Provided customer support to clients, answering questions and addressing concerns.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Implemented effective cost reduction initiatives for improved profitability.
  • Reduced Price Disputes by 42% in 2 months (reduced by $1.4M).
  • Corporate Travel Arrangements and Settlements via Egencia and Concur SAP.
  • Traveled 25% for business needs.

Travel Consultant Sales and Service

Value Vacations And Tours
10.2020 - 08.2023
  • Enhanced customer satisfaction by tailoring travel packages to individual preferences and needs.
  • Negotiated with vendors to secure competitive rates, resulting in cost-effective travel options for clients.
  • Built strong relationships with clients through exceptional communication and personalized service.
  • Stayed up-to-date on current trends, destinations, and supplier offerings to provide most relevant advice to clients.
  • Organized group tours, ensuring seamless experiences from start to finish for all participants.
  • Managed complex itineraries for multi-city trips, balancing client preferences with logistical constraints.
  • Developed targeted marketing campaigns to attract new clientele and promote special offers or seasonal deals.
  • Maintained accurate records of bookings, payments, and client information for smooth operations and future reference.
  • Assisted clients in navigating visa requirements and other travel documentation, minimizing potential issues during their trips.
  • Addressed unforeseen challenges during trips by coordinating alternative arrangements or providing support as needed.
  • Expanded agency's network of suppliers by establishing partnerships with airlines, hotels, tour operators, and other service providers.
  • Educated clients on destination-specific considerations such as customs regulations, local attractions, or cultural norms to enhance their overall experience abroad.
  • Continuously sought opportunities for professional development by attending industry conferences, webinars, and training sessions to stay current on latest trends in travel.
  • Worked closely with clients to understand unique needs and meet specific travel desires.
  • Organized trips for individual, family and business travelers.
  • Handled sensitive information with professionalism and discretion.
  • Advised clients on visa, passport and security requirements relating to destinations and confirmed flight details for each reservation.
  • Completed accurate reservations for business travelers at point of sale.
  • Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
  • Portfolio Management for specific clients and groups.
  • Traveled for industry shows, campaigns, and relationship building with vendors and clients.

Jr Business Analyst

SGC Foodservice
05.2018 - 09.2022
    • Improved business processes by identifying inefficiencies and proposing data-driven solutions.
    • Analyzed financial data to support cost reduction initiatives, leading to increased profitability.
    • Streamlined reporting methods by automating data collection and analysis procedures.
    • Enabled informed decision-making by conducting thorough competitive analyses of industry peers and emerging trends.
    • Mentored junior team members on analytical techniques and best practices, fostering a culture of continuous learning and improvement.
    • Assisted Sales Operations department and Customer Service staff to improve client satisfaction.
    • Exercised critical thinking to resolve Customer Pricing errors in financial and pricing reports between multiple systems and platforms.
    • Analyzed open orders, backlog, and sales data to provide sales team with insights.
    • Provided technical support for troubleshooting analytics and reporting issues.
    • Generated standard and custom reports to provide insights into business performance.
    • Provided exceptional customer support experience by combining kindness, thoughtful insights and concise responses.
    • Provided primary customer support to internal and external customers.
    • Generated continuous customer referrals by delivering exceptional sales support.

CS Order Management Business Analyst

Kraft Heinz
06.2015 - 05.2018
    • Improved business processes by analyzing current practices and recommending optimization strategies.
    • Increased efficiency in resource allocation by conducting detailed business requirements analysis.
    • Boosted customer satisfaction levels by identifying areas of improvement and proposing actionable solutions.
    • Facilitated change management initiatives, ensuring smooth transitions during organizational transformations.
    • Optimized workflow processes to enhance overall productivity and achieve operational excellence.
    • Managed vendor relationships to negotiate contracts, secure favorable pricing, and ensure timely delivery of products or services.
    • Assisted sales teams in crafting targeted proposals based on client needs assessment, contributing to increased revenue generation.
    • Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
    • Improved business direction by prioritizing customers and implementing changes based on collected feedback.
    • Surveyed clients to ascertain requirements and expectations for product.
    • Provided exceptional customer service to existing accounts, ensuring client satisfaction and order renewal.
    • Delivered timely and professional customer service to clients, helping boost potential job opportunities.
    • Built lasting relationships with clients through outstanding customer service interactions.
    • Tracked customer service cases and updated service software with customer information.
    • Trained new employees on proper protocols and customer service standards.
    • Administered quality customer service to in-house staff and satisfied concerns.
    • Assisted and motivated associates to deliver excellent customer service daily.
    • Received superior customer service satisfaction scores for 8 consecutive quarters.
    • SME - Sales Operations Support, Business Systems, Customer Accounts, Customer Relationship Building and Retention Success.

Travel Associate

Amazing Vacations
10.2016 - 04.2018
  • Enhanced customer satisfaction by providing personalized travel recommendations and itinerary planning.
  • Streamlined booking processes for increased efficiency and faster reservation confirmations.
  • Maintained strong relationships with vendors, resulting in better negotiated prices and exclusive offers for clients.
  • Conducted thorough research on destinations to provide accurate information and expert guidance to travelers.
  • Administered customer surveys to measure satisfaction with services and better understand desires and expectations.
  • Created promotional materials to increase visibility and attract larger market share.
  • Helped customers with passport and visa applications.
  • Asked open-ended questions to better ascertain client needs and determine best international travel offerings.
  • Promoted dedicated customer service and support by promptly resolving customer complaints.
  • Recommended travel insurance plans to customers to reduce uncertainty and risk of financial loss with 75% purchase add-ons..
  • Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve customers.
  • Assisted clients with flight changes and cancellations to minimize travel disruptions.
  • Conducted market research to investigate potential new travel destinations.
  • Communicated benefits and information regarding international travel insurance with clients and obtained best rates.
  • Updated and maintained customer databases to increase customer retention.
  • Organized memorable and exquisite travel itineraries and vacations for high-level clients, celebrities, politicians and business executives.
  • Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
  • Researched and kept abreast of new travel destinations, attractions, hotels and restaurants to increase services offered.
  • Followed up with customers to increase customer service with travel plans.
  • Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
  • Arranged travel accommodations for groups, couples, executives, and special needs clients.
  • Participated actively in ongoing professional development opportunities, continually expanding knowledge to better serve clientele.
  • Cultivated reliable network of industry professionals who could be called upon for support when necessary.
  • Utilized advanced booking systems proficiently to optimize time management capabilities while handling multiple reservations simultaneously.
  • Managed average of 20-40 Inbound customer calls for sales and 10-20 inbound service calls.

Senior Travel Advisor

Travelocity.com
06.2013 - 06.2015
  • Enhanced client satisfaction by providing personalized travel recommendations and exceptional customer service.
  • Increased overall sales by designing tailored travel packages that catered to clients'' unique needs and preferences.
  • Managed complex travel itineraries effectively, ensuring smooth and efficient trips for high-profile clients.
  • Negotiated competitive rates with preferred vendors, optimizing the value of travel services offered to clients.
  • Developed strong relationships with key industry partners, resulting in exclusive access to special promotions and offers.
  • Stayed current on industry trends and emerging destinations, making informed suggestions for clients seeking unique experiences.
  • Collaborated closely with corporate accounts to plan seamless group travel arrangements for meetings, conferences, and retreats.
  • Resolved any issues or concerns swiftly, going above and beyond to ensure complete client satisfaction at all times.
  • Cultivated a loyal clientele through attentive service and expert guidance on all aspects of their travel planning process.
  • Fostered an environment of collaboration among colleagues by sharing insights on best practices in itinerary planning.
  • Delivered exceptional results under tight deadlines by leveraging organizational skills and attention to detail.
  • Evaluated client feedback regularly to continuously improve quality of service provided.
  • Ensured compliance with company policies as well as local regulations pertaining to international travel.
  • Monitored industry developments to stay ahead of competition and provide innovative solutions for clients.
  • Demonstrated flexibility in adapting to evolving client needs, resulting in lasting business relationships and a strong reputation in the travel advisory sector.
  • Arranged travel accommodations for groups, couples, executives, and special needs clients.
  • Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
  • Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
  • Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
  • Followed up with customers to increase customer service with travel plans.
  • Researched and kept abreast of new travel destinations, attractions, hotels and restaurants to increase services offered.
  • Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
  • Organized memorable and exquisite travel itineraries and vacations for high-level clients, celebrities, politicians and business executives.
  • Updated and maintained customer databases to increase customer retention.
  • Developed promotional materials for travel packages to market hot destinations.
  • Communicated benefits and information regarding international travel insurance with clients and obtained best rates.
  • Assisted clients with flight changes and cancellations to minimize travel disruptions.
  • Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve customers.
  • Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.
  • Promoted dedicated customer service and support by promptly resolving customer complaints.
  • Asked open-ended questions to better ascertain client needs and determine best international travel offerings.
  • Consistently fostered business growth by delivering first-rate travel advising and itineraries to develop valuable client relationships.
  • Chosen as part of the elite Beta Campaign Group. This was a successful pilot program which increased sales 82% in one reporting quarter.
  • Invited by Mexican Tourism Board to be a member of Board due to my industry certifications for Mexico Tourism and culture.
  • Consistently was leader of team sales for 3 months, and then promoted to a team lead liaison for Customer Service Success.
  • Enjoyed many vendor visits to learn about each industry and vendor specific opportunities for our clients.

Education

Associate of Applied Science - Computer Information Systems

SUNY Morrisville
Norwich, NY
12.2001

Skills

    • Customer service excellence
    • Client Engagement
    • Customer Relations
    • CRM Software
    • SABRE, APOLLO, AMADEUS GDS
      • Customer Complaint Resolution
      • Call center experience
      • Global destinations
      • Enthusiastic learner and traveler
      • Certified and trained in all travel courses available

Timeline

Pricing Supervisor

LivaNova
09.2022 - Current

Travel Consultant Sales and Service

Value Vacations And Tours
10.2020 - 08.2023

Jr Business Analyst

SGC Foodservice
05.2018 - 09.2022

Travel Associate

Amazing Vacations
10.2016 - 04.2018

CS Order Management Business Analyst

Kraft Heinz
06.2015 - 05.2018

Senior Travel Advisor

Travelocity.com
06.2013 - 06.2015

Associate of Applied Science - Computer Information Systems

SUNY Morrisville

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Stefanie Ostendorf