Terry-Ann Muirhead
Brooklyn,NY
Summary
Resourceful Travel Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions and customer care.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Expedition Specialist
Lindblad Expeditions
01.2018 - Current
- Manage a high volume of inbound and outbound calls and emails from new and existing guests.
- Provide product knowledge and consultation as well as exceptional guest service to all clients including voyage changes, payment needs, and other servicing related to bookings.
- Manage multiple systems simultaneously - including Salesforce, company website, and spreadsheets - to track and manage customer information.
- Collaborate with teammates and internal partners, such as marketing and sales, to assist in converting bookings.
Senior Global Support Executive
Gullivers Travel Associates
01.2012 - 07.2017
- Provide high touch and high quality solutions to issues from clients and suppliers.
- Handle incoming and outgoing interactions through a range of media – telephone, emails, internet chat and log each interaction through case management.
- Provide first level support to clients and suppliers to maximize their competence in GTA systems.
- Maintained successful high-level supplier relationships and vendor contracts, generating networked resources for supply chain and new business generation considerations.
Reservations Sales Agent
Royal Caribbean Cruises Ltd
06.2009 - 09.2011
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Utilized sales techniques to meet weekly revenue goals and cultivated external relationships through various channels.
- Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
- Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
Senior Cruise Coordinator
Ensemble Travel Group
12.2004 - 02.2008
- Provided suppliers with details for hosted cruises: host names , air requirements, cocktail party and meeting room requirements.
- Coordinate with tour operators details of Shore Excursions: final tour itinerary, final group numbers.
- Provided feedback from hosts after tour operates, follow-up on any tour issues, verify invoices.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Education
Associate of Arts - Tourism And Travel Management
Kingsborough Community College
Brooklyn, NY07-2001
No Degree - Tourism And Hospitality Management
Caliber Training Institute
New York, NY08-1997
Skills
- Customer relations
- Team collaboration
- Documentation management
- Analytical thinking
- Process optimization
Certification
Travel Agent Certification. T.A.P certified
Timeline
Expedition Specialist
Lindblad Expeditions
01.2018 - Current
Senior Global Support Executive
Gullivers Travel Associates
01.2012 - 07.2017
Reservations Sales Agent
Royal Caribbean Cruises Ltd
06.2009 - 09.2011
Senior Cruise Coordinator
Ensemble Travel Group
12.2004 - 02.2008
Travel Agent Certification. T.A.P certified
Associate of Arts - Tourism And Travel Management
Kingsborough Community College
No Degree - Tourism And Hospitality Management
Caliber Training Institute
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