Michelle Stansbury
Athens
Summary
Dynamic travel and tourism professional with 10 years experience in luxury customer service and international relations. A seasoned concierge executive with a track record of creating memorable experiences. Experienced in managing high-end establishments, coordinating events and catering to high end clientele. Excellent reputation for resolving conflicts while always striving for the best client experience.
A reliable, honest and conscientious team member; highly skilled at adapting to different environments. Motivated to learn, grow and excel.
Overview
16
16
years of professional experience
Work History
Concierge & Experience Executive
Katikies
05.2023 - Current
- Enhanced guest experiences by providing personalized recommendations and assisting with reservations.
- Streamlined communication between departments, ensuring efficient service delivery to guests.
- Maximized guest satisfaction by promptly addressing concerns and resolving issues.
- Supported event planning efforts, contributing to the successful execution of memorable occasions.
- Developed strong relationships with local businesses, facilitating exclusive deals for hotel guests.
- Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
- Implemented effective organizational systems to manage incoming requests and track progress on outstanding tasks.
- Kept up-to-date on industry trends and best practices in order to continually enhance the quality of services offered.
Travel Designer
Original Senses
09.2022 - Current
- Organized memorable and exquisite travel itineraries and vacations for high-level clients.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Maintained energy and enthusiasm in fast-paced environment.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Developed and maintained courteous and effective working relationships.
Travel Agent - Back Office Payouts Agent
Etraveli Group
08.2021 - 09.2022
- Handling Refund Queues (GDS, LCC, BSP link) & Google sheets
- Prioritize and handle payouts to our end customers.
- Accounting for all airline refunds, while adhering to strict regulatory standards and internal business processes.
- Contacting airlines & consolidators for different financial issues relating to the refund / compensation due.
- Cooperating with other teams (internally and externally) to resolve any pending issues (3rd party booking partners, international court claims)
- Processing and accounting for ACM's and ADM's issued by the airlines.
Senior Client Relations Specialist
Excite Holidays
09.2016 - 03.2020
- Maintaining all B2B clients post travel.
- Handled all aspects of client complaints by maintaining quality communications and establishing productive relationships.
- Worked to build, maintain and strengthen the company's relationship with a range of travel and tourism professional clients in Australia, NZ, UK, US
- Worked on complex operational issues and booking itineraries, delivering exceptional customer service.
- Complex complaints, financial transactions, and working through in-house technology system to highlight and investigate any errors or potential issues.
- Liaising with suppliers, hotels direct and travel partners directly to ensure complete accuracy in all booking channels.
Senior Global Operations Consultant
Excite Holidays
02.2016 - 04.2020
- As the leading Australian Travel Wholesaler, initial
responsibilities included working on complex itineraries and operational issues such as relocations. - Informed clients of internal travel policies and utilized preferred suppliers to maximize company profits.
- Assisting global travel agents with all of their concerns and preferences, working through amendments and cancellations.
- Liaising with hoteliers daily to amend bookings and reconfirm any special requests.
Luxury Travel Sales Consultant
Travelive
03.2015 - 06.2015
- Travelive was a fantastic temporary opportunity to start my career in Athens.
- Servicing high net worth clients; averaging 5K -10K per person and developing custom built itineraries that exceed expectations and fulfill their luxury travel needs.
- Using in depth knowledge and experience to create luxury bespoke multi layered mediterranean travel itineraries.
- Providing exceptional customer service, growing repeat and referral business.
- Working with 5* hoteliers and service providers and maintaining strong working relationships with all professionals.
Travel Consultant
Midlands Co-Op Travel
10.2008 - 06.2012
- Provided exemplary customer service to new and existing clients, resulting in lasting relationships and secure new travel assignments.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Addressed unforeseen challenges during trips by coordinating alternative arrangements or providing support as needed.
- Assisted clients in navigating visa requirements and other travel documentation, minimizing potential issues during their trips.
Education
University Of Plymouth BSc Business And Tourism
2015
Skills
- Zendesk Expert
- Working knowledge of multiple CRM systems
- Limited Sabre / Amadeus
- Destination Expert
- Worldwide travel experience
- Expert problem solving skills
- Crisis management / conflict resolution
- Opera proficiency
Timeline
Concierge & Experience Executive
Katikies
05.2023 - Current
Travel Designer
Original Senses
09.2022 - Current
Travel Agent - Back Office Payouts Agent
Etraveli Group
08.2021 - 09.2022
Senior Client Relations Specialist
Excite Holidays
09.2016 - 03.2020
Senior Global Operations Consultant
Excite Holidays
02.2016 - 04.2020
Luxury Travel Sales Consultant
Travelive
03.2015 - 06.2015
Travel Consultant
Midlands Co-Op Travel
10.2008 - 06.2012
University Of Plymouth BSc Business And Tourism
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