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To pursue and develop a career in the challenging and demanding travel
and tourism industry.


  • 5 years of experience in customer service (inbound and outbound calls) in telecommunications industry
  • Over 3 year in the travel industry
  • Handled inquiries from customers and investigated complaints regarding the companies’ products, services and policies
  • Proficient in computer skills: Microsoft Word, Excel, PowerPoint, Email and Internet search
  • Excellent team player, take instructions well and can work independently with minimal supervision
  • Friendly, courteous and articulate with excellent telephone communication skills and committed to continuous learning and training

Work experience

Jun 2014Present

Travel Consultant

CAA South Central Ontario
  • Answering incoming calls in a courteous and friendly manner
  • Plan and sell transportation, accommodations, insurance and other travel services
  • Cooperate with clients to determine their needs and advise them appropriate destination, modes of transportation, travel dates, costs and accommodations
  • Provide relevant information, brochures and publications (guides, local customs, maps, regulations, events etc) to travelers
  • Book transportation, make hotel reservations and collect payment/fees
  • Use promotional techniques and prepare promotional materials to sell itinerary tour packages
  • Deal with occurring travel problems, complaints or refunds
Dec 2012Jun 2014

Travel Agent

Centre Holidays
  • Determine destination, mode of transportation, travel dates, financial considerations, and accommodations.
  • Compute costs of travel and accommodations and present quotes to customers
  • Plans itineraries, and arranges accommodations and other travel services for customers
  • of travel agency.
  • Speak with customer to determine destination, mode of transportation, travel dates, financial considerations, and accommodations required.
  • Interacted with social media for promotion of the travel – Made key messages to attract the customer towards the travel product or destination.
  • Social network – Created and maintained social media profiles, such as: Facebook, LinkedIn and Twitter to advertise travel.
Oct 2010Jul 2012

Shaw Direct

Customer Service Rep
  • Be patient with demanding customers
  •  Relay information in a concise and clear manner
  •  Remain calm, courteous and respectful at all times (even when customers are angry and argumentative)
  • Quickly understand and interpret customers' needs and wants (even if this means having to read between the lines)
  •  Quickly research and investigate issues that concern a customer.
  • Take ownership of your customer's needs, and always see problems through until they are fully resolved.
  • Learn about a company's product or services quickly.
May 2007Sep 2010

Contact Centre Representative

TELUS Small Business Solutions
  • Servicing clients through inbound calls and/or emails.
  • Building rapport and developing communication skills with clients and colleagues.
  • Problem solve issues and manage time between processing requests through calls versus email.
  • * Answer live calls from the WBS sales teams (Business + Corporate Bans) 
  • * Resolve WBS + Corporate clients inquiries as the one contact for TELUS's WBS channel including services and equipment inquiries
  • * Ensure Outstanding client service for WBS / Corporate clients 
  • * Managing all new add-on orders / renewal processes / hardware and accessory purchase 
  • * Implement pro-active retention strategies. 
  • * Managing warranty claims and out of warranty repairs 
  • * Preparing and submitting all required reports accurately and in a timely manner 
  • * Working with key members of the sales team to provide maximum efficiency, and effectiveness while sales team works in the field.
  • * Placing orders in SAP, while call handling. 
  • * Shipping and Receiving coordination 
  • * Generate reports upon client request ( Requires use of Excel ) 
  • * Provide timely follow-up resolution on escalation 100% of the time 
  • * Ensure all policies and process are applied 
  • * Analyze client information , providing recommendations on possible improvements to products and service