John Hackett
Summerville
Summary
Dynamic customer service specialist with extensive experience in the travel sector, proficient in coordinating complex travel arrangements and managing client inquiries. Proven track record of exceeding sales targets and fostering loyalty through exceptional service, contributing to repeat business and positive client referrals.
Overview
17
17
years of professional experience
Work History
Reserve Travel Designer
JPMorgan Chase
Summerville
04.2023 - Current
- Plan customized travel itineraries for diverse client preferences.
- Research destinations and accommodations to provide informed recommendations.
- Coordinate bookings for flights, hotels, and rental cars efficiently.
- Build relationships with suppliers to enhance service offerings.
- Manage client inquiries and resolve issues promptly and effectively.
- Maintain professional, courteous and timely communications with travelers to assist in trip phases.
- Prepare itineraries to deliver travel arrangements to clients.
- Research destination and travel prices, hotels and entertainment options to showcase to clients.
Reservation Sales Agent
Holland America Line
Seattle
07.2022 - 01.2023
- Converted calls to reservations by leveraging knowledge of amenities and services to help customers select optimum rooms.
- Guided guests in selecting accommodations tailored to preferences and needs, enhancing overall satisfaction.
- Provided exceptional customer service to enhance guest experiences and satisfaction.
- Provided exceptional customer service to enhance guest experiences and satisfaction.
- Handled customer interactions in line with quality standards to maintain service excellence.
- Verified credit card details prior to processing reservation requests.
Travel Sales Specialist
AAA Carolinas
Summerville
10.2018 - 04.2022
- Coordinated domestic/international travel accommodations, optimizing airfare, hotel bookings, and rental car reservations.
- Resolved client inquiries and complaints regarding travel arrangements, enhancing overall customer satisfaction.
- Cultivated long-term client relationships, resulting in increased repeat business and referrals.
- Asked open-ended questions to best understand client needs and determine best travel offerings.
- Explained benefits of purchasing travel insurance with clients.
- Mitigated financial discrepancies, accurately collecting customer fees, managing refunds and providing accurate travel documentation.
- Took payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
Customer Service Supervisor
Publix
Summerville
09.2009 - 05.2021
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Supported staff in resolving complex customer issues, leading to more effective solutions.
- Assessed team member performances by delivering one-on-one coaching to promote better service.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Built rapport with customers, managers, and team members to foster a collaborative and effective work environment.
Reservation Sales Agent
IHG Hotels & Resorts
North Charleston
07.2017 - 09.2018
- Exceeded targets consistently for performance, service quality and raw reservation numbers.
- Converted calls to reservations by leveraging knowledge of amenities and services to help customers select optimum rooms.
- Facilitated customer reservations by providing booking information and processing payments.
- Assisted customers via phone by providing confirmations, answering questions and offering general information.
- Answered questions about resort facilities and local attractions, guiding customers to make informed choices.
- Verified guest information and payment options ensuring accuracy and completeness.
- Reviewed guest information and payment options, checking for accuracy and completeness.
- Recommended tailored packages and amenities based on individual customer preferences and requirements.
- Coordinated with front desk staff to maintain maximum occupancy.
- Kept accurate knowledge of types of rooms available at various resort locations.
- Enrolled customers in rewards programs and special offers, enhancing customer loyalty and satisfaction.
Front Desk Agent
Homewood Suites
North Charleston
07.2015 - 09.2016
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Welcomed patrons at front desk, engaging in friendly conversations during check-in to create a welcoming atmosphere.
- Completed end-of-day reporting and balanced registers, ensuring financial accuracy.
- Received incoming calls and coordinated with staff to promptly fulfill customer requests, ensuring a seamless guest experience.
- Enhanced guest satisfaction by addressing inquiries about operations and policies, resolving concerns, and developing creative solutions.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Coordinated with internal departments to handle wide range of guest needs.
- Promoted loyalty by signing customers up for rewards program and encouraged repeat stays through exceptional service.
Education
Bachelor of Science - Hospitality Administration And Management
University of South Carolina
Columbia, SC12-2014
Skills
- Travel itinerary management
- Precision in travel planning
- Flexibility in itinerary design
- Customer Service
- Time management
- Problem solving
- Detail-Oriented
- Effective communication
- Communication skills
- Active Listening
- Team collaboration
Activities
Awarded one of the top sales performers at IHG 2018
Timeline
Reserve Travel Designer
JPMorgan Chase
04.2023 - Current
Reservation Sales Agent
Holland America Line
07.2022 - 01.2023
Travel Sales Specialist
AAA Carolinas
10.2018 - 04.2022
Reservation Sales Agent
IHG Hotels & Resorts
07.2017 - 09.2018
Front Desk Agent
Homewood Suites
07.2015 - 09.2016
Customer Service Supervisor
Publix
09.2009 - 05.2021
Bachelor of Science - Hospitality Administration And Management
University of South Carolina