Brendon Tissera

Mainly focused on providing a high level of professional service to external and internal Individuals, exceptional results and success towards the company and bringing a positive working attitude, Specializing in Management and Development.

Global Business Travel Associate at American Express (AMEX) (2024-12 – Present)

• Advise and arrange solutions for business customers.
• Use various Global Distribution Systems like CCA and Bankr
• Communicate effectively with customers over the telephone and e-mail.
• Act as a trusted consultant by using your expertise to proactively provide advice and additional services to clients to meet their needs while adhering to their company's travel policy.
• Work individually and as a team to meet business goals, which may include customer satisfaction, call adherence and service metrics

Support Analyst at The Travel Agent Next Door (2024-07 – 2024-12)

• Support and guide home-based travel agents—whether they're new to the industry or seasoned pros—by answering their day-to-day questions.
• Coach and mentor agents to help them grow their businesses.
• Assist with invoicing and reservations entry through ClientLinq.
• Troubleshoot issues across departments to ensure our agents have a seamless experience.
• Conduct monthly check-in calls with agents, providing and documenting valuable feedback.
• Develop training materials and host webinars to keep our agents up to date.

General Manager at Browns Social House Restaurant (2024-06 – 2024-07)

• Strong leadership and management abilities, with the capacity to motivate and inspire a diverse team.
• Excellent communication skills, both verbal and written, to effectively interact with staff, customers, and vendors.
• Exceptional customer service skills, with the ability to handle customer complaints and resolve issues in a professional and timely manner.
• Solid problem-solving skills, with the ability to think quickly and make sound decisions under pressure.
• Proficient in using restaurant management software, POS systems, and other relevant computer applications.
• Strong organisational skills, with the ability to multitask, prioritise tasks, and meet deadlines.
• Attention to detail to ensure accuracy in financial reporting, inventory management, and food quality control.
• Ability to work flexible hours, including weekends and holidays, and adapt to changing schedules and demands.
• Knowledge of food safety regulations and best practices in the restaurant industry.
• Ability to work effectively in a fast-paced, high-pressure environment while maintaining a positive attitude

Customer Experience Manager at Sunwing Travel Group (2022 – 2024-07)

• Implement and action new processes and procedures for the Sales Support team (specifically the Customer Support, Special Services Departments, Staff Travel, Deviations and Promotions).
• Creating a better platform for the department to ease navigation and improve work efficiency and effectiveness.
• Experience working with Zendesk.
• Project planning and management
• Conduct meetings with sub departments to create and develop new systems for improvement.
• Implement new methods to create efficiency within the Sales centre to optimize work and minimize the call volume for issues and have more calls for bookings.
• Handle multiple departments such as Customer Support, Deviations, Staff Travel, Promotions and Special Services.
• Hiring new candidates that fits the role

Supervisor, Sales and Call Centre at Sunwing Travel Group (2019 – 2022)

• Managing and improving agent's efficiency and productivity
• Handling emails and support department issues and finding solutions to solve them.
• Implement strategies to maximize daily sales and closing ratio
• Teach and educate existing as well as new hires the process and company aspects to better themselves
• Implementing policies and strategic plans to maximize my teams performs
• Monitoring productivity and adherence of agents daily
• Measuring economic impacts and analysis on sales.
• Acting as a workforce supportive as a PRIME supervisor by monitoring adherence of agents
• Hiring new candidates
• Assisted Workforce as an Intra day helper (2019)
• Assisted Training as a New Hire Expert in (2019)
• Chat Agent (Agent of the new pilot in order to develop income and economical stability)
• Sales Centre agent (Reservations, changes and cancellations)

Training Sales Centre at Sunwing Travel Group (2019-05 – 2019-08)

• Assisting in the training and development of of the new hire groups in the Sales center
• Making decisions on the most suitable candidates.
• Monitoring Quality and helping new hires improve mistakes.
• Building reports for performance and attendance.
• Teaching policies and procedures.

Call Center Agent at Sunwing Travel Group (2018 – 2019-04)

Associates Degree in Management and Tourism Services – Seneca College (University of Toronto) (2018)

Diploma in Ticketing, Reservations, GDS and aircraft maintenance – IATA (international airline ticketing academy) Institute (2016-09)

Graduate Diploma in Business Management – Pearson University (2016-05)