MS Word 2013
Carolina Guerra
Tourism Sales Agent
Summary
Talented Manager with expert team leadership, planning and organizational skills built during a successful career. Smoothly equip employees to independently handle daily functions and meet customer needs.
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with a diverse range of stakeholders in dynamic, fast-paced settings.
Overview
18
18
years of professional experience
7
7
years of post-secondary education
4
4
Certifications
5
5
Languages
Work History
Trade Relations Manager
South African Tourism
Luanda
03.2011 - 07.2023
- Accomplished multiple tasks within established timeframes.
- Developed and maintained relationships with customers and suppliers through account development.
- Maximized performance by monitoring daily activities and mentoring team members.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Improved marketing to attract new customers and promote business.
- Planned and budgeted accurately to provide business with resources needed to operate smoothly.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Commercial Sales Executive
Emirates Airline
Luanda
01.2009 - 02.2011
- Developed strategic initiatives based upon company objectives aimed at accelerating growth.
- Motivated team to meet and exceed sales goals.
- Responded to customer feedback in professional and constructive way.
- Collaborated with local companies to meet diverse customer needs for Emirates products.
- Provided local market insight and identified trends.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Analyzed sales data and developing strategies and action plans.
Reservation Sales Agent
Hull Blyth Angola Travel Agency
Luanda
04.2005 - 12.2008
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Produced and shared customer service reports to support management decision-making.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Resolved various issues and discrepancies for customers.
- Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
- Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
- Provided customers with information about availability and pricing.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Education
Bachelor of Arts - Tourism Management
Midrand Graduate Institute
Johannesburg, South Africa 02.2002 - 03.2004
Bachelor of Arts - Hotel & Catering Management
Boston Business City Campus & Business College
Johannesburg, South Africa 10.2003 - 03.2005
High School Diploma -
Edenglen High School
Johannesburg, South Africa 01.1996 - 10.1999
Skills
Strategic planning
Software
MS Excel 2013
MS Powerpoint 2013
Certification
Diploma in Tourism Management
Timeline
Trade Relations Manager
South African Tourism
03.2011 - 07.2023
Commercial Sales Executive
Emirates Airline
01.2009 - 02.2011
Certificate in Italian Language
06-2006
Reservation Sales Agent
Hull Blyth Angola Travel Agency
04.2005 - 12.2008
Diploma in Hotel & Catering Management
03-2005
Diploma in Tourism Management
03-2004
Certificate in Hotel & Catering Management
02-2004
Bachelor of Arts - Hotel & Catering Management
Boston Business City Campus & Business College
10.2003 - 03.2005
Bachelor of Arts - Tourism Management
Midrand Graduate Institute
02.2002 - 03.2004
High School Diploma -
Edenglen High School
01.1996 - 10.1999
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