Summary
High-energy and talented with over 30 years of experience working collaboratively in fast-paced, evolving customer service roles in Travel, Sales and Hospitality. Results-oriented, driven to maximize revenue by building loyalty and brand engagement with customers at all levels. Looking to bring my passion for helping customers to a workplace which values great service and fosters a positive, friendly and energetic culture.
Overview
23
23
years of professional experience
Work History
Group Travel Manager
FCM Meetings & Events
05.2022 - Current
- Delivered professional and accurate business travel arrangements for corporate accounts including air, car, hotel, and ground transportation reservations.
- Maintained a strong relationship with University of Queensland and their travel bookers
- Assisted other travel managers as needed in completing all functions related to servicing the client.
- Provided solutions to travel related problems clients experienced with arrangements
- Expertise in fares and group bookings, amazing attention to detail and a passion for customer service.
Rental Agent
East Coast Car Rentals
04.2021 - 08.2021
- Greeting and assisting customers in branch and on the phone.
- Explain terms of rental agreements, advising and selling damage waiver options and add ons
- Complete paperwork with customers and take payments.
- Showing customers to their vehicles to point out damage on vehicle before renting.
- Met sales target in my first month
Senior Travel Consultant
Flight Centre Travel Group
05.2010 - 11.2020
- Achieved sales targets and grew customer base.
- Qualified for and attended Global Ball 2018.
- Awarded $1.5 Million consultant.
- Demonstrated excellent customer service skills by listening and assessing client needs and recommending suitable products and services to meet their preferences and budget. Consistency in service resulted in growing a loyal customer base.
- Provided customers with best value for money and well-researched travel options including successfully finding exclusive deals and price matching external offers, resulting in higher than average conversion rates 70-80%.
- Responded to clients' questions, issues and complaints by being an understanding listener and finding mutually agreeable solutions and therefore increasing repeat client database to 60%.
- Ability to build rapport and provide excellent customer service by organizing memorable and exquisite travel itineraries and holidays for first time and experienced travellers.
- Assessed individual needs and recommended appropriate products and services to meet preferences and budget.
- Worked with team of 6 staff to develop of culture of success and support enabling store to rank Top 15 in Queensland and being awarded with attendance at the Global Ball.
- Worked effectively as part of a team during the Travel Expo to increase sales and build customer base.
- Ability to remain calm in times of crisis by providing solution-oriented approach to customer service, demonstrated throughout mass impact periods in the travel industry such as Covid-19.
Assistant Restaurant Manager / Waiter
Hogs Breath Cafe
10.2008 - 05.2010
- Supervised 6-10 casual wait and bar staff.
- Motivated staff to perform at peak efficiency and quality providing seamless service.
- Delivered in-depth training to waitstaff and hosts to foster a strong customer service culture and maximise opportunities to upsell.
- Resolved challenging customer complaints to full satisfaction by carefully listening, being tactful and understanding, resulting in less refunds and higher customer return rate.
- Responsible for opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Promoted to Assistant Manger.
Senior Telephone Sales Executive
Senis Pty Ltd - Yellow Pages
04.2001 - 06.2008
- Exceeded stretch target, finished at 125% in second year.
- Qualified for top achiever incentive trip.
- Promoted to Senior Account manager after two years.
Education
Traineeship - Travel Agent (Retail Sales) -
2011
Cert III in Accommodation Services - Hospitality
Associate Diploma of Business Computing -
Senior Certificate - Year 12 -
Skills
- Company guidelines and procedures
- Travel insurance
- Itineraries
- Travel research
- Conflict resolution
- Client amenities
- Executive travel
- Team management
- Organization
- Communications
- Relationship development
- Problem resolution
- Regulatory Compliance
- Customer service
- Team building
- Training
Timeline
Group Travel Manager - FCM Meetings & Events
05.2022 - Current
Rental Agent - East Coast Car Rentals
04.2021 - 08.2021
Senior Travel Consultant - Flight Centre Travel Group
05.2010 - 11.2020
Assistant Restaurant Manager / Waiter - Hogs Breath Cafe
10.2008 - 05.2010
Senior Telephone Sales Executive - Senis Pty Ltd - Yellow Pages
04.2001 - 06.2008
Flight Centre Travel Group - Traineeship - Travel Agent (Retail Sales),
Barrier Reef Institute Of TAFE - Cert III in Accommodation Services , Hospitality
Barrier Reef Institute Of TAFE - Associate Diploma of Business Computing,
Kirwin State High - Senior Certificate - Year 12,
Interests
- F45 Training
- Dogs
- Travel
- Cooking
- Gardening
Referees
Available on request
Interests
- F45 Training
- Dogs
- Travel
- Cooking
- Gardening
Referees
Available on request
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