CHRISTINA O’CONNOR Phone: 1.773.750.6252

Address: 2015 W. Division, 3F, Chicago, IL 60622 Email: CJT.OCONNOR@GMAIL.COM

Education Western Michigan University Kalamazoo, MI Aug. 2002 – Dec. 2006

Travel and Tourism Studies Health, Physical Education and Recreation Studies

Core Competencies

Bilingual – English and Spanish written and spoken

Management—including interviewing, scheduling, training and development, procedure implementation

Acumen and conflict resolution

Extensive experience with travel and tourism industry

Software proficiency including MS Office, Salesforce, Liberty

Client Services

Social media strategies Relevant Experience

AXA Assistance Concierge Management Team January 2015-Present Chicago, IL Supervising a team of 20 in high call volume environment, providing guidance to Agents

including the communication & reinforcement of company policies, terms & procedures Coordinating and managing requests for special arrangements, giving full attention to what

other people are saying, taking time to understand the points being made, asking questions appropriately, actively looking for ways to help people

Monitoring cases, delegating responsibilities and managing escalations in order to best assist teammates and clients

Time management and scheduling for team members and customers

Providing ongoing training programs for both new and existing call center employees regarding customer service skills

Consecutive Top Performer - Maintaining an average quality score of 95% or higher

G Adventures Chief Experience Officer July 2008 – Sep. 2015 Central America, North America

Acted as a 24-hour on-site guide, interpreter and manager of groups of up to 15 passengers on their travels throughout North and Central America

Managed hospitality, transport, food preparation, entertainment, payments and other logistics associated with group travel

Developed programs and trained staff on environmental and sustainable tourism

Practiced problem solving skills and flexibility on the road while working and living abroad

Created and maintained beneficial partnerships with tourism operators throughout region

Worked with administration to provided changes to programming for the improvement of company

CHRISTINA O’CONNOR

Phone: 1.773.750.6252 Page: 2 of 2

Address: 2015 W. Division, 3F, Chicago, IL 60622 Email: CJTOCONNOR@GMAIL.COM

Beverly Yoga Center Administration Team June 2013 – Nov. 2014 Chicago, IL

Oversaw company website for updates and increase community participation in content

Identify opportunities on different social media sites like Twitter and Facebook, published related content via top social media channels, monitored conversation on social media properties

Personally assisted owner/operator with daily functions of the studio to meet short and long term company goals

Peña Cultural Ramonense Administration Team July 2010– Present

Costa Rica and overseas Organized and effectively run routine arts and cultural events, workshops and performances

throughout local communities for various age groups Aided villages nationwide with the creation, organization and logistics of new activities and

events Ambassador for San Ramón in National and International Peña Cultural Committee

Conducted face painting, yoga, movement art and eco-conscious workshops

uVolunteer Office Administration Oct. 2007 – Mar. 2008 San Ramón, Costa Rica Clerical duties including creating applications, contracts, web material and other vital

documents used for company purpose Responsible for application, inquiries, housing arrangements and other concerns dealing

with volunteer placement from the initial point of interest, arrival date, assignment period, until the departure of each volunteers

Secured projects with partner organizations

Management of petty expenses Other Achievements

Concierge Top Performer – AXA Assistance (Monthly since April 2015)

CEO of the Month – G Adventures (Jan.2010)

First Aid and CPR certified

Class B Commercial Driver’s License

Alunizarte Founder (Community art project - Costa Rica)

Peña Cultural Ambassador (Community outreach program)

CouchSurfing Traveling Ambassador

Lifetime Member of Girl Scouts of America and Silver Award recipient

Have travelled to 50 countries of the world in order to close cultural gaps

Featured in media in at least 3 countries for yoga, hula hooping, face-painting and community service

Volunteer with Costa Rica National Park System

Vipassana Server