Susan Harker

• Extensive experience in travel agency sales and customer service
• Expertise in selling international destinations, group travel and leisure FIT travel planning
• Proficient with Windows-based computer applications
• Conducted thorough research on destinations and accommodations to provide accurate information to travelers.
• Responded promptly to client calls and emails requesting new travel arrangements or changes to existing itineraries to provide optimal customer service.
• Conducted post-travel follow-ups with clients to gather feedback on their experiences and identify areas of improvement.
• Developed strong relationships with clients, leading to repeat business and referrals.
• Resolved customer complaints promptly and professionally, resulting in improved customer satisfaction ratings.

Direct the design, planning and implementation of agency training programs aligned with the objectives and strategies of the organizations mission, across six regional locations, serving 265 employees.

• Collaborate with CALM – Scotland, CEO, Leadership, Sanctuary Core Team, and functional management teams to assess ongoing, future training and development needs, as well as the effectiveness of established programs
• Oversee and develop relationships with vendors
• Develop budgets/policies/procedures to support the functional infrastructure
• Certifications: American Red Cross First Aid/CPR Trainer, CALM Associate Trainer, ServSafe Certified

• Played both support and leadership roles within the Facilities Department, overseeing Administration, Housekeeping, Hospitality, Maintenance, and the Retail Thrift Shop at the Macon, Georgia campus.
• Coordinated full and limited-service banquet functions across eight venues, serving up to 800 guests daily.
• Acted as a liaison to clients and a hostess to guests, ensuring seamless communication, personalized attention, and exceptional event experiences.
• Motivate, supervise, and instruct event teams and review execution of events
• Perform all accounts payable duties and support functions associated with inventory, licensing, fleet management and budget controls for the Facilities Department
• Assist Vice President of Facilities with grants and new construction projects
• Guided residents aged 14-19 in developing independent living skills and gaining knowledge for entry-level positions in housekeeping, hospitality, maintenance, and retail sectors.
• Certifications: ServSafe, CPR & First Aid

• Beverage Manager for two large scale seasonal entertainment venues with the capacity to serve 4,000 guests and achieving record sales in 2013, 2014, 2015, and 2016
• Ensured compliance of New York State Alcoholic Beverage licensing regulations and policies
• Hired, trained, and monitored all staff in following appropriate policies and procedures
• Maintained appropriate records of all beverage outlets to include inventory, sales history/analysis, accounts payable, and payroll
• Consulted with Fair President in selecting local and national entertainment acts and creating venue show schedule
• Direct point of contact for sound and stage management, booking agents, entertainment acts and security.