Monica Abhervé-Hung Email & Phone Number

Toronto, On, Ca

I am currently responsible for Sales and Business Development in Quebec, the Ottawa region and the Maritimes provinces for Expedia TAAP (Travel Agent Affiliate Program).

Toronto, Canada Area

Toronto, Canada Area

• Managing a dedicated bilingual Travel Agent Support Centre for Expedia TAAP (Travel Agent Affiliate Program) Canada, with weekly operation Monday to Friday 09:00 to 6:00 (EST)• Servicing of incoming and outgoing calls & e-mails with an average of 600 POC weekly• Technical support with platform functionality for TAAP & Expedia.ca, troubleshooting with browsing limitations • Assistance with pending commissions issues, tracking, adjustments, accounts reconciliation & transfers• Inside/Outside Sales Support for field Managers • Assess, qualify and approve new agency registrations, promotion of registrations via specific campaigns• Liaising and bring to the forefront recommendations for product recurrent issues & platforms (TAAP & Expedia.ca) improvement• Compile and distribute a weekly Call Log and an Agency Approval Report• Conduct blitz and promotional call outs, sales calls with complete account review including product knowledge, suggestions to maximize Eligible Booking Volume to reach the next tier level• Take part in QBR with complete Y/Y, quarterly overview and projection of the Call Center activity• Supporting and liaising with Expedia Customer Service and Expedia Reservations • Providing live training – Standard Expedia TAAP Welcome Webinar, Dynamic Hotel Commissions, Hotel at Package Rate in English or French• Lead initiatives:o “Reach your next Target Level” Standard to Silver & Silver to Gold campaigns – 2016 & 2017o “Match Canada Travel Industry Directory” Call-out campaign to database of a 1,000 agencies across Canada to engage agents and encourage them to register – Present• Providing training to new hires, support, assistance and guidance to motivate a fun and positive working environment.

Toronto, Canada Area

Representing the following group of companies:GOL Airlines, Hongkong Airlines, LOT Polish Airlines, Malaysia Airlines, Europcar, CAESARS Entertainment, Airline Metrics, Expedia TAAP, Traveltek, Just You, Hebridean Island Cruises, Swan Hellenic discovery cruising, Voyages of Discovery.

Toronto, Canada Area

* Competitive partnerships research in target markets; to expand current travel package offerings and to reach new markets. * Prepared project-specific business plans, budget & timeline. * Established and maintained key suppliers relationship. * Created new opportunities using strategic negotiations skills when securing Exclusive Partnership Rights for the Canadian Market.

Toronto, Canada Area

* Managed an average of 40 (D) entry level accounts worth $300M; achieved goal of increasing targeted revenue with successful transition into key, established accounts.* Brought forward marketing & promotions events to stimulate interest and generate additional revenue.* Elaborated business proposal, participated in projection of Yearly Sales Action Plans, with Account Managers for retail/wholesale, corporate, global, national and meeting & incentive accounts in order to increase local market share.* Contributed in maintaining & increasing client’s loyalty by offering high level of customer service with problem solving resolutions to the benefits of both client and company.* Facilitated training for Travel agencies with ”Planet Partners” (Travel Agent Discounted fares program); followed up to ensure complete, consistency of service and knowledge.* Participated in elaborating various promotions in order to increase Travel Agents product knowledge.* Initiated, filtered and assessed in-coming sponsorship request in a resourceful and analytical manner.* Processed and coordinated the logistics of each event with R.O.I and post mortem recommendations.

Toronto, Canada Area

* Managed market studies, rate comparison with same to similar products offered on specific markets.* Demonstrated expertise and accuracy in pricing modules and marketing strategies.* Responded quickly to customers changing needs and industry shifts.* Created an elaborate business plan to allow successful targeting of appropriate suppliers using good negotiation skills.

Toronto, Canada Area

* Interviewed and recruited Call Centre Staff to insure high standards of excellence.* Trained new hires on specific office guidelines, systems and procedures maintaining consistency .* Managed, monitored and supported over 55 Call Centre Staff with customer inquiries and problem solving resolutions; ensured mutually agreeable resolutions.* Contributed to increase staff motivation by launching an incentive program called "What's the point". * Accountable for all daily activity handled by various specialized teams such as: Customer Relations/Refunds, Special Accounts, Travel Agents Discounts, Ticketing and Web Bookings.* Maintained and updated daily office news and overall department procedures.* Provided information, support and assistance to internal offices worldwide with ticketing, fare and booking resolutions.* Secured precise language support for French & Spanish incoming customer calls.

Toronto, Canada Area

* Provided sales and services over the counter to returning passengers.* Mapped out, planned complicated and unusual travel itineraries.* Dealt with intricate fare calculations, ticket issuance, exchanges and re-validations for individual customers, travel agents, groups and special accounts.* Processed and serviced Staff Travel and Industry requests.

Toronto, Canada Area

* Customized package itineraries for travel agencies, individuals and group bookings.

Toronto, Canada Area

* Provided sales and services over the counter and on the phone.* Consolidated sales reports for individuals and group bookings.* Assisted account executives with daily sales office operations and procedures.

Business Communication Process And Product

Marketing & Business Management

Activities and Societies: M.A.S.C (Marketing Association of Seneca College)

Bst (Brevet Superieur), Tourism And Travel Services Management