MAE CLAIRE CASTILLO
Hawally
Summary
Multi-tasking Manager well-known for creating positive workplace culture and high-performing teams. Demonstrated Travel expertise, including competitive offerings, pricing and market positioning.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Ticketing and Reservations Manager
Golden Sky Travel and Tourism
07.2022 - Current
- Manage all ticketing administration processes in the most efficient and cost-effective manner for the business – EG queue management, schedule changes, cancellations, exchanges, re-issues, debit memos, e-ticketing, etc
- Service all guest air product & ticketing calls in a timely & effective manner as well as service all ticketing and air add-on, this may include after-hours emergency calls
- Proactively look for opportunities to optimize margin and improve guest value
- Oversee quality control - ensure best practice is adopted to minimize air reservation errors
- Provide out of hours support to Operations team when required in relation on-tour air & ticketing issues and when required
- Schedules notation of worker assignments to improve capabilities of personnel and develop worker overall knowledge of department activities
- Work as a team member and assist other agents as needed in completing all functions related to servicing the client
- Build and maintain strong working relationships
- Provide solutions to travel related problems clients may experience.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Handled sensitive information with professionalism and discretion.
- Organized trips for individual, family and business travelers.
- Advised clients on visa, passport and security requirements relating to destinations and confirmed flight details for each reservation.
- Trained new staff and administrative support on customer service, recordkeeping and travel planning procedures.
Corporate and Leisure Manager
Horizon Travel And Tourism
02.2015 - 07.2022
- Built relationships with customers and the community to establish long-term business growth.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Resolved problems with high-profile customers to maintain relationships and increase the return customer base.
- Managed accounts to retain existing relationships and grow share of business.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Handled customer inquiries and suggestions courteously and professionally.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Managed and closed reservation calls to increase bookings by maintaining a strong knowledge of products, services, and facilities.
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Handled sensitive information with professionalism and discretion.
- Organized trips for individual, family and business travelers.
- Advised clients on visa, passport and security requirements relating to destinations and confirmed flight details for each reservation.
Corporate Consultant/ Counter Supervisor
Horizon Travel And Tourism
03.2008 - 07.2022
- Organize travels from beginning to end, through booking tickets and accommodation, securing rental transportation etc
- Communicates information to customers regarding fares, rates, schedules, routings, travel documents (Visa/Passports, etc.), flight arrival and departure times or related services, in a pleasant, and courteous manner
- Diagnose the clients' specifications and wishes and suggest suitable travel packages or services Notifies customers of flight irregularities and changes in schedules
- Supply travelers with pertinent information and useful travel/holiday material (guides, maps, event programs etc) Issues computer generated tickets, exchanges or re-validations Use promotional techniques and prepare promotional materials to sell itinerary tour packages Provide efficient and superior service to clients by offering cost effective and acceptable travel solutions that exceeds client expectations
- Manage Staff roster Supervise Counter Daily work Flow, Delegating tasks Monitoring the team’s performance Recommend measures for improving work procedures and staff performance to increase service quality Resolves customer complains Reporting to senior management / personnel when required Excellent knowledge of reservation software ticket issuance reissue and refund in Galileo system, and Sabre Attend conferences to maintain familiarity with tourism trends
Operations Manager
Horizon Konnect Holidays B2B and B2C
08.2014 - 02.2015
- Responsible for all Operational matters across, covering sales, financial, operational efficiency, and staff performance matters
- Managed and motivated team
- Assisting the team by performing the tasks with them Reporting to senior management/personnel when required
- Responsible for putting up the new Holidays Department for Horizon Travels Holidays
- Operations Team Leader
- Resolves issues operationally
- Research various destinations and means of travel regarding prices, customs, weather conditions, reviews, etc
- Handles high-end clients Assists team in all related matters operationally to maintain customer service standards
- Developed and maintained relationships with external vendors and suppliers.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Negotiated contracts with vendors and suppliers to obtain the best pricing and terms.
- Provide functional expertise and perform functional responsibilities
- Supervised operations staff and kept employees compliant with company policies and procedures.
Administration Staff
Hassan’s Optician Company
03.2006 - 08.2007
- Executed record filing system to improve document organization and management.
- Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Processed customer orders accurately and within agreed timeframes to meet service standards.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Recorded expenses and maintained accounting records.
Project and Surveillance Engineer
Engineering
07.2005 - 09.2005
- Design Basic Satellite System
- Traveled to client sites to perform onsite testing.
- Skilled at working independently and collaboratively in a team environment.
- Documentation and Research
Technical Support Representative
WEST Contact Services
02.2004 - 05.2005
- Knowledgeable in providing excellent voice technical support and customer service to clients all over the US about setting up dial-upp broadband DSL and cable connections, troubleshooting different mail software, UHP and NON UHP modems, home networking using windows and Macintosh computers A technical support and customer service support representative
- Supporting EarthLink as an Internet Service provider worldwide, troubleshoots and set up internet connectivity such us dial up, DSL and cable connection for windows and Macintosh computers Handles home networking set up for connections and troubleshooting Handles customers’ service such as billing inquiries and account maintenance
- Sales representative for products supported
Education
High School Diploma -
ST. MICHAELS ACADEMY
Philippines03.1996
Bachelor of Science Degree - Electonics & Communication Engineering
ADAMSON UNIVERSITY
Philippines2003
Skills
- Clerical Support
- Client Relationships
- Superior Customer Service
- Office Organization
- Reservations and Ticketing
- Problem-Solving
- Research and Analysis
- Customer Accounts Management
- Time Management
- Service Quality
Certification
- Customer Service
- Amadeus Global Distribution System
- Galileo Distribution System
- Saber Distribution System
Timeline
Ticketing and Reservations Manager
Golden Sky Travel and Tourism
07.2022 - Current
Corporate and Leisure Manager
Horizon Travel And Tourism
02.2015 - 07.2022
Operations Manager
Horizon Konnect Holidays B2B and B2C
08.2014 - 02.2015
Corporate Consultant/ Counter Supervisor
Horizon Travel And Tourism
03.2008 - 07.2022
Administration Staff
Hassan’s Optician Company
03.2006 - 08.2007
Project and Surveillance Engineer
Engineering
07.2005 - 09.2005
Technical Support Representative
WEST Contact Services
02.2004 - 05.2005
High School Diploma -
ST. MICHAELS ACADEMY
Bachelor of Science Degree - Electonics & Communication Engineering
ADAMSON UNIVERSITY
- Customer Service
- Amadeus Global Distribution System
- Galileo Distribution System
- Saber Distribution System
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