Alicia Morris
Adelaide,SA
Summary
A highly accomplished Manager with over 21 years of experience in the travel industry. Known for exceptional leadership in delivering outstanding service, driving cost savings, and fostering strong client relationships. Expertise in team development, building strategic partnerships, and managing global travel complexities. Proven track record of innovation and adaptability in a rapidly evolving industry.
Overview
8
8
years of professional experience
Work History
Team Leader
CWT
2022.04 - Current
- As a Team Leader at CWT, I manage teams across Australia, including in Adelaide and virtual environments
- My ability to effectively lead remote teams has demonstrated my adaptability and strong leadership skills
- Key Responsibilities & Achievements:
- Workforce Management: Oversee task allocation and resource distribution to optimize team performance
- One-on-One Coaching: Conduct regular individual meetings to provide guidance, address concerns, and support professional growth, enhancing both team performance and job satisfaction
- SLA Management: Ensure service level agreements (SLAs) are met or exceeded by closely monitoring team performance and making necessary adjustments
- Workload Management: Balance team workloads to maintain productivity and prevent burnout
- Virtual Team Leadership: Effectively lead and support remote teams, fostering collaboration, engagement, and team cohesion in a virtual environment
- The Finance Project focused on reducing outstanding debt owed to CWT by identifying root causes, implementing solutions, and streamlining processes
- Collaborating with various teams, I analyzed the underlying issues contributing to overdue payments and developed an effective strategy to address them
International/VIP/Concierge Travel Consultant
CWT
2017.09 - 2022.04
- With over 13 years of experience in retail travel, I transitioned into the corporate sector, leveraging my expertise to advance from handling international travel to leading the South Australia Government account
- In this role, I managed all international and VIP travel arrangements
- By broadening my skills, in April 2019 I joined the Concierge team
- This requires a mix of customer service excellence, problem-solving abilities, and strong organizational skills to provide seamless, high-quality experiences for clients
- For this clientele there is no room for error
- My role involves a wide range of responsibilities, particularly during the challenges brought on by COVID-19
- Despite industry disruptions, I remained full-time, providing dedicated support and managing the complex travel needs all of CWT’s Australian-based clients
- Exceptional Client Service: Anticipating client needs and delivering personalized, high-touch service
- Strong Communication: Clear, professional, and engaging interaction with clients, vendors, and internal teams
- Discretion & Confidentiality: Handling sensitive client information with the utmost professionalism
- Cultural Awareness: Understanding different client preferences, etiquette, and expectations across cultures
- Crisis Management: Quick thinking to resolve last-minute requests, emergencies, or unexpected changes
- Resourcefulness: Ability to find creative solutions to meet client requests, no matter how complex
- Flexibility & Multitasking: Managing multiple tasks and requests simultaneously without compromising service quality
- Booking & Reservation Systems: Proficiency in reservation software, CRM tools, and travel platforms
- Attention to Detail: Ensuring all requests and itineraries are flawlessly planned and executed
- Time Management: Prioritizing and delivering services efficiently while maintaining high standards
Education
Certificate 3 - Tourism and Travel
TAFE SA
11.2002
SACE -
Craigmore Christian School
2002-11
Skills
- Flexibility & Multitasking
- Team supervision
- People management
- Work Planning and Prioritization
- Deadline management
- Attention to detail
- Verbal and written communication
- Process improvement
- Budget management
- Overseeing daily activities
- Leading team meetings
- Client communication
- Leadership
Affiliations
- Traveling
- Cooking
- Family
Timeline
Team Leader
CWT
2022.04 - Current
International/VIP/Concierge Travel Consultant
CWT
2017.09 - 2022.04
Certificate 3 - Tourism and Travel
TAFE SA
SACE -
Craigmore Christian School