Summary
Overview
Work History
Education
Skills
Certification
Personal Information
References
Timeline
Generic

Bronwyn Cross

WOY WOY,NSW

Summary

Dynamic Rostering Officer at Coastlink with a proven track record in client relationship management and effective communication. Successfully implemented new technologies to enhance productivity while guiding teams to meet objectives. Passionate about fostering collaboration and delivering exceptional customer service, ensuring client needs are met with professionalism and care.

Overview

31
31
years of professional experience
1
1
Certification

Work History

Rostering Officer

Coastlink
Gosford
10.2024 - Current
  • Maintain rosters to align client needs with staff suitability.
  • Responded promptly to customer inquiries and complaints with professionalism.
  • Participated in regular meetings with upper management to provide progress updates.
  • Guided team members in task completion within established timelines.
  • Ensured security and confidentiality of sensitive information at all times.
  • Developed relationships with clients and staff to enhance collaboration.
  • Implemented new technologies to improve workplace productivity.

Disability Support Worker

Coastlink
Gosford
06.2021 - 06.2024
  • Delivered individual residential support by assisting with daily living activities and personal hygiene.
  • Engaged clients in skill-building activities to encourage independence in daily tasks.
  • Provided emotional support to individuals with disabilities, fostering a compassionate environment.
  • Planned and prepared meals tailored to specific dietary needs, enhancing nutritional intake.
  • Supervised fellow workers, ensuring adherence to best practices in client care.
  • Maintained filing systems for comprehensive documentation of all client interactions.
  • Monitored and recorded client progress, reporting any significant changes to the supervisor.
  • Provided On Site Supports to SDA clients enabling them to live independently with the reassurance assistance was available at any time
  • Delivered administrative support to House Manager, ensuring rostering, care plans, and funding allocations remained current

Senior Travel Consultant (Consulting)

Helloworld Travel Woy Woy
Woy Woy
01.2013 - 01.2020
  • Asked open-ended questions to best understand client needs and determine best travel offerings.
  • Assisted customers in selecting appropriate tours based on their budget and preferences.
  • Researched hotels and airfare options to best meet client needs and expectations.
  • Provided detailed information on destinations, tourist attractions, weather conditions and visa requirements.
  • Answered queries via phone, email or face-to-face contact regarding visas, passports, currency exchange rates.
  • Monitored changes in travel reservations and informed clients of any updates or adjustments.
  • Developed and maintained relationships with key travel suppliers to secure the best deals for clients.
  • Managed online booking systems for airline tickets and hotel reservations.
  • Organized complex itineraries, including flights, transfers, hotels, car hire and excursions.
  • Processed payments from customers using credit cards or other payment methods.
  • Modified existing tickets and reservations to provide clients flexibility in travel while advising on penalties and cancellation fees to find optimal solutions within company policies.
  • Explained benefits of purchasing travel insurance with clients.
  • Resolved customer complaints in a timely manner.
  • Fostered a positive and collaborative work environment, sharing travel tips and insights with colleagues.
  • Maintained up-to-date knowledge of all aspects of the travel industry including fares, tariffs and regulations.
  • Attended trade shows to promote company services
  • Stayed up to date on travel industry, policies and restrictions.

Training Co-Ordinator

Travel the World
Sydney
01.2008 - 01.2011
  • Conducted needs assessments to identify gaps in employees' skills and knowledge.
  • Evaluated employee performance before, during, and after training sessions.
  • Ensured that all necessary equipment was available prior to a session commencing.
  • Coordinated with subject matter experts to develop effective training content.
  • Developed training materials and documents such as manuals, handouts, exercises and facilitator guides.
  • Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.
  • Provided ongoing support to internal customers throughout the entire training process.
  • Organized and scheduled on-site and off-site trainings for staff members.
  • Supported onboarding of new employees by hosting orientation sessions.
  • Managed training calendars to inform participants of upcoming training session topics and dates.
  • Coordinated continuous education and professional development opportunities for staff.
  • Acted as a liaison between employees and management to communicate training needs and outcomes.
  • Maintained accurate records of all trainings conducted.

Acting Reservations Manager

Travel Corporation
Bondi Junction
01.2001 - 01.2008
  • Utilized software applications such as Microsoft Office Suite and Industry specific programs for day-to-day tasks.
  • Assisted customers via phone by providing confirmations, answering questions and offering general information.
  • Handled emergency situations involving changes or cancellations of reservations due to unforeseen circumstances.
  • Utilized computer software to keep accurate records of revenue and booking levels.
  • Monitored call volumes, answered calls, and resolved customer inquiries related to reservations.
  • Delegated work to staff, setting priorities and goals.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Recruited and trained new employees to meet job requirements.
  • Generated reports on a daily basis summarizing reservations activity including cancellations, no shows.
  • Responded promptly to all customer complaints regarding reservations services.
  • Conducted regular meetings with the team of reservation agents to discuss performance.

Ticketing Consultant

Explore Holidays
Top Ryde
01.1999 - 01.2001
  • Maintained product knowledge to assist clients effectively.
  • Responded promptly to inquiries, managing bookings with attention to detail.
  • Kept comprehensive records of all reservations and changes made.
  • Provided reservations administration tasks to ensure accuracy for client bookings.

Reservations Consultant

NRMA Travel
Sydney
01.1994 - 01.1999
  • Answered incoming calls and emails from customers inquiring about availability, rates, and other services.
  • Provided detailed information regarding hotel amenities, special offers, local attractions, and directions to guests.
  • Directed administrative functions
  • Maintained accurate records of all bookings and cancellations.
  • Updated client profiles in the system as required.
  • Processed payments for reservations using credit cards or other forms of payment.
  • Answered incoming calls and emails from customers inquiring about availability, rates, and other services.
  • Handled customer complaints promptly and professionally while ensuring satisfaction was met.

Education

First Aid - Provide cardiopulmonary resuscitation, Provide basic emergency life support, Provide first aid

Vital First Aid Training
Gosford
03-2025

Certificate 111 in Individual Support (Disability) - Disability Studies

ET Australia
Gosford
06-2021

Certificate IV in Training & Assessment - Training & Assessment

Management Consultancy International
Sydney
01.2013

Certificate 1V - Leadership and Coaching, Mentoring, Problem Solving, Train the Trainer

Performance Edge
01.2010

Hospitality & Tourism -

Stotts Correspondence College
01.2005

Office Procedures Diploma -

Passmores College Of Business
01.1995

Higher School Certificate -

Umina High School
01.1992

Skills

  • Customer service
  • Emergency first aid
  • Client relationship management
  • Training coordination
  • Case documentation
  • Team leadership
  • Problem solving
  • Information verification
  • Reporting and documentation
  • Written communication
  • Multitasking Abilities
  • Resource allocation
  • Effective communication

Certification

  • First Aid Certificate
  • Working with Children Check
  • NDIS Screening Check

Personal Information

Date of Birth: 27/06/1973

References

References available upon request.

Timeline

Rostering Officer

Coastlink
10.2024 - Current

Disability Support Worker

Coastlink
06.2021 - 06.2024

Senior Travel Consultant (Consulting)

Helloworld Travel Woy Woy
01.2013 - 01.2020

Training Co-Ordinator

Travel the World
01.2008 - 01.2011

Acting Reservations Manager

Travel Corporation
01.2001 - 01.2008

Ticketing Consultant

Explore Holidays
01.1999 - 01.2001

Reservations Consultant

NRMA Travel
01.1994 - 01.1999

First Aid - Provide cardiopulmonary resuscitation, Provide basic emergency life support, Provide first aid

Vital First Aid Training

Certificate 111 in Individual Support (Disability) - Disability Studies

ET Australia

Certificate IV in Training & Assessment - Training & Assessment

Management Consultancy International

Certificate 1V - Leadership and Coaching, Mentoring, Problem Solving, Train the Trainer

Performance Edge

Hospitality & Tourism -

Stotts Correspondence College

Office Procedures Diploma -

Passmores College Of Business

Higher School Certificate -

Umina High School

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