Jasmin Sinclair

• Improved overall guest experience by actively listening to concerns and empathising with complainants while seeking mutually beneficial solutions.
• Assisted in emergency response efforts, providing support to fellow team members, guests and travel agencies when required.
• Collaborated with other departments to resolve complex claims, leading to faster resolution times and improved guest relations.
• Resolved guest disputes promptly and professionally, resulting in improved guest relations.
• Quickly resolved escalated cases to minimise negative impacts on the business.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Mentored new hires, providing guidance on best practices and company policies.

Managed approximately 30 incoming calls, emails and faxes per day from customers.'Recommended travel packages and promotions based on customer preferences and budgets.

• Worked closely with clients to understand unique needs and meet specific travel desires.
• Maintained accurate records of bookings, payments, and client information for smooth operations and future reference.
• Advised clients on appropriate product selections based on their unique needs, ensuring optimal satisfaction levels upon purchase.
• Managed client inquiries promptly and efficiently, resolving issues quickly to maintain high levels of satisfaction.
• Managed incoming calls and emails per day from customers. Average around 25 calls per day.

• Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
• Enhanced team performance with consistent coaching, feedback, and development opportunities.
• Effective complaint handling processes that resulted in faster resolutions and increased guest satisfaction.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Worked flexible hours across night, weekend, and holiday shifts.

• Updated reservation systems with new bookings and modifications.
• Maintained accurate records of reservations and guest information.
• Provided detailed information about services and amenities to guests.
• Resolved various issues and discrepancies for customers.
• Processed changes and cancellations for existing reservations.
• Managed high call volumes (60 calls plus) per day while maintaining a professional demeanour.
• Provided exceptional customer service throughout the entire booking process, leading to positive reviews and referrals.

• Completed data entry tasks with accuracy and efficiency.
• Reviewed documents for accuracy before inputting.
• Updated databases, keeping information accurate and current.
• Successfully managed fluctuating workloads due to seasonal variations or unexpected changes in staffing levels.
• Corrected data entry errors to prevent later issues such as duplication or data degradation.

• Improved customer satisfaction by efficiently handling incoming calls and directing them to appropriate departments.
• Maintained accurate records of all calls, messages, and inquiries for efficient follow-up and reporting purposes.
• Supported office operations by performing various administrative tasks.
• Collaborated with team members to ensure seamless communication between departments and timely resolution of issues.

• Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
• Confirmed appointments, communicated with clients, and updated client records.
• Answered phone promptly and directed incoming calls to correct offices.
• Kept reception area clean and neat to give visitors positive first impression.
• Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
• Corresponded with clients through email, telephone, or postal mail.