Summary
Overview
Work History
Education
Skills
Languages
Languages
Timeline
Generic
Manon Viveen

Manon Viveen

Lower Shotover ,Queenstown

Summary

Results-driven Senior Customer Experience Consultant specializing in client relationship management, conflict resolution, and travel itinerary development. Proven ability to enhance customer satisfaction through tailored solutions and efficient reservation management.

Overview

8
8
years of professional experience

Work History

Senior Customer Experience Consultant

Everything Travel Group
12.2022 - Current
  • Developed travel itineraries tailored to client preferences and interests.
  • Facilitated problem resolution for client issues during travel experiences.
  • Maintained an up-to-date knowledge base containing resources that can be used by staff when responding directly to clients' inquiries .
  • Managed client communications to ensure timely updates and support.
  • Trained junior staff on customer service best practices and travel knowledge.
  • Built relationships with suppliers to secure the best services for clients.
  • Built and managed a client base specializing in large group bookings, overseeing the entire process from initial contact to completion
  • Utilized a diverse range of booking systems including Local Agent, Fareharbor, Ibis, Rezdy, and more, ensuring efficient reservation management

Retail Assistant

H&J Smith
Queenstown
03.2022 - 12.2022
  • Developed an in-depth knowledge of the store's products and services.
  • Promoted sales by setting up displays and organizing and arranging merchandise.
  • Maintained merchandise on sales floor by stocking racks, counters, and displays.
  • Processed returns and exchanges in accordance with company policies.
  • Kept track of inventory levels to maintain enough stock to meet demand.
  • Completed daily store opening and closing tasks.
  • Operated cash registers to process customer transactions.

Hotel Front Office Receptionist

Hotel 115
Christchurch
09.2021 - 03.2022
  • Addressed guest complaints and resolved any issues in a timely manner.
  • Processed guest payments and provided accurate change and receipts.
  • Kept the front desk area organized and clean.
  • Leveraged computerized system to assign rooms and generate rooming, housekeeping and maintenance lists.
  • Offered guests directions and information regarding local areas to enhance visits.
  • Ensured all necessary paperwork was completed and filed correctly.

Retail Assistant

DF Souvenirs
Queenstown
01.2020 - 01.2021
  • Promoted sales by setting up displays and organizing and arranging merchandise.
  • Processed returns and exchanges in accordance with company policies.
  • Developed an in-depth knowledge of the store's products and services.
  • Operated cash registers to process customer transactions.
  • Kept track of inventory levels to maintain enough stock to meet demand.
  • Engaged customers in friendly and professional dialogue about product needs.

Front Desk Receptionist

Wake Up Hostels
Sydney, Australia
04.2018 - 11.2018
  • Handled multi-line phone system and promptly transferred calls.
  • Monitored front desk traffic to support customer satisfaction.
  • Updated company databases and visitor logs with daily data and incident information.
  • Handled incoming and outgoing mail with timely attention.
  • Communicated with maintenance personnel to report facility issues.
  • Received payments and recorded receipts for services.

Customer Service Coordinator

Amsterdam, Netherlands
12.2017 - 04.2018
  • Managed customer service staff by communicating expectations and monitoring and analyzing results.
  • Assisted customers with resolving service-related issues.
  • Mentored employees in complex issue resolution and drafted scripts for addressing common challenges.
  • Coordinated office workflow to maximize productivity and labor resources.

Education

Foundation Studies -

University of Canterbury
Christchurch
11.2021

Hospitality And Tourism Management -

De Rooi Pannen
Breda
09.2018

High School Diploma -

Altena College
Sleeuwijk
08.2015

Skills

  • Reservation Management
  • Travel Knowledge
  • Travel itinerary development
  • Client relationship management
  • Customer service training
  • Conflict resolution
  • Data entry accuracy
  • Multi-tasking efficiency
  • Attention to detail
  • Effective communication
  • Booking systems utilization
  • Staff training and mentoring
  • Troubleshooting
  • Analytical and critical thinking
  • Organization and time management

Languages

  • Dutch, Native
  • English, Fluent

Languages

Dutch
Professional
English
Professional

Timeline

Senior Customer Experience Consultant

Everything Travel Group
12.2022 - Current

Retail Assistant

H&J Smith
03.2022 - 12.2022

Hotel Front Office Receptionist

Hotel 115
09.2021 - 03.2022

Retail Assistant

DF Souvenirs
01.2020 - 01.2021

Front Desk Receptionist

Wake Up Hostels
04.2018 - 11.2018

Customer Service Coordinator

12.2017 - 04.2018

Foundation Studies -

University of Canterbury

Hospitality And Tourism Management -

De Rooi Pannen

High School Diploma -

Altena College
Manon Viveen