Operations Trainer/Training Specialist
Carlson Wagonlit Travel
Total years of experience :6 years, 3 Months
*Promoted from Travel Counselor position*
- Acted as the interim/POC for the department in the absence of a Training Manager whereas attending and involved in strategic planning and business development.
- Provides training towards team members involve within Operations (Traveler Services) in the utilization of new systems and processes for improving business growth supporting APAC, NORAM, EMEA markets.
- Proven track record of analyzing training needs (TNA) and ADDIE approach requirements and designing key solutions that meet customer goals especially in system migration including policies and procedures for each accounts supported by CWT.
- Planned, scheduled and managed all training classes with supporting training documentations.
- Designed the standard training curriculum (Foundations Training) that is being currently used for all new hires training.
- Exceptional ability to collaborate and teach new concepts in an effective and efficient manner to mentor other training professionals and class instructors.
- Provided excellent customer service and travel planning towards all clients of CWT in providing the best option for their flights, hotel and car hire itinerary.
- Supports all investigation and root cause analysis (RCA) with the Operations Team Lead to resolve Agent Debit Memos (ADMs) and Agent alerts on Customer Satisfaction surveys
- Managed to provide the best fare that will help clients achieve their budget for each of their travel request for domestic and international flights.
*Promoted from Customer Care Representative position*
- Provided supervisory level of assistance on escalated guest complaints, clarifications and compensations regarding the loyalty program with investigation procedures on case documentations and call and email recordings.
- Receives first hand information regarding the upcoming hotel promotions and updates that will affect the stakeholders of whole of Operations (Customer Care) as the first contact of our IHG Rewards Club members.
- Acts as a back-up of the Operations (Customer Care) front liners in receiving the calls and emails to maintain the service level agreement towards our loyalty members.
- Acts as the Manager on Duty in the absence of the Operations and Team Managers when the need arises
- Provided coaching and employee development to ensure quality targets are met accordingly by the frontline representatives.
- Processed charges for membership enrollment and renewal fees and assisted hotel employees about the loyalty programs and promotional offers.
- Maintain positive relationships with key clients who have a significant impact on the success of the company
- Booked and issued tickets for passengers flying local and international destinations.
- Offered and assisted good travel packages for walk-in customers, phone calls and e-mails.
- Responsible for distributing and filing updated airline rate sheets.
- Provided effective and efficient trip planning for clients - with our own sales and revenue targets
- Assisted with marketing activities, including development and implementation of a sales and marketing activity plan for the delivery of agreed goals
- Assisted in the development of sales strategies and conceptualizing local and regional tour packages
- Sourced and negotiated commissionable rates with partner airlines, hotels and villas in given areas
- Managed client and supplier relationships in order to obtain new business opportunities
- Attend networking opportunities and other functions for business related interests