Diana Bailey
Casula,NSW
Summary
Dynamic Reservation Consultant with Fiji Airways, adept at enhancing customer satisfaction through effective communication and relationship management. Proven expertise in Amadeus booking and data analysis, driving operational efficiency and achieving KPIs. Committed to fostering team collaboration and delivering exceptional service in fast-paced environments.
Overview
1
1
Certification
Work History
SPECIALIST, ROSIES HOLIDAYS
- Specialized in Amadeus Booking for flights
- Accommodation and Transfers
- Flight Bookings, re-booking, refund for guests
- Assist with holiday packaging for our Asian
- Department
- Attend Amadeus seminars
- Ensure I am updated with Amadeus product and
- Knowledge
- Conduct Amadeus training when required
- Checking flights schedule for arrival and departure
- Ensure guest transfer confirmed in accordance to flights schedule
- Book flights, assign seats, revalidate tickets when the need arises
- Work with HR and management team to book in house travel.
RESERVATION CONSULTANT
FIJI AIRWAYS, PACIFIC CENTRECOM
- Manage the flow of day-today operations
- Create reports to update the company on the team’s progress
- Distribute reports such as KPI to personnel
- Assist with making a booking for travelers, rebooking and assisted with refunds
- Take inbound and outbound calls
- Email guests on their query and general enquiry about their travel
- Issue tickets and additional services of Fiji Airways
- Handle escalation
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Answered customer telephone calls promptly to avoid on-hold wait times
- Offered advice and assistance to customers, paying attention to special needs or wants.
CVFR CONSOLIDATION CONSULTANT
ROSIES OUTSOURCING
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
- Carried out day-day-day duties accurately and efficiently
- Demonstrated respect, friendliness and willingness to help wherever needed
- WORKEXPERIENCE
- Dedicated in travel and airline professional with history of meeting company goals utilizing consistent and organized practices
- Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand with the objectives to succeed in an environment of growth and excellence and earn a job which provides me job satisfaction and self-development and help me achieve personal as well as organizational goals.
ADMIN EXECUTIVE
Pherrus Financial Service Pty
- WhatsApp Daily check in
- Daily job report
- Scheduled appointments and meetings, organized materials and prepared rooms
- Delivered top-notch administrative support to office staff, promoting excellence in office operations
- Collected data, input records and protected electronic files
- Maintained protocol throughout routine workdays and special events
- Planned and executed events for employees and clients and managed logistics and vendor relations
- Prepared and distributed team-based communications to foster collaboration and enhance team morale
- Created and updated physical records and digital files to maintain current, accurate and compliant documentation
- Sorted, opened and routed incoming correspondence and deliveries to help senior leaders respond quickly to business and customer requirements
- Reviewed information created models and contributed to decision-making process by forecasting trends
- Legal Mail
- Request for client documents as per accountant instructions
- Answering and making 3rd party calls
- Calling/emailing clients to follow up on sent for signature and information request
- Call logs
- Sending SMS’ to clients when required
- Arrange client meetings
- Action mail
- Inflow jobs in CRM
- Action meeting notes
- Draft emails for signature
- Save lodgments, follow up lodgments and update CRM status
- Internal team follow up to meet due date
- Assist Senior Admin when required Send email to client regarding ASIC fees and reminder email
- Due date report
- Arrange reminders in calendar
- Updating CRM information and notes
- Admin Weekly report
- Update contact details and addresses on ASIC and ATO
- Update CRM of client details
- Save documents in Z Drive and upload to CRM
- Ensure team is working together and practicing clear communication.
AIRLINES CUSTOMER RELATIONS REPRESENTATIVE
SWISS INTERNATIONAL
- MINDPEARL
- Handles Baggage and Flight Irregularities complaints
- Handle Lawyer, Travel
- Agencies, and Consumers claims
- Settle all complaints according to the SWISS policy and EU regulations
- Daily and Team targets to be met
- Liaise with station managers and airport staff for claim verification
- Maintain quality of 85% in accordance with LHG evaluations
- Handle escalations and complaints
- Assist for visa enquiry with the help of Global Distribution System for USA and
- Europe market
- Logged call information and solutions provided into internal database
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions
- Strengthened customer relationships by listening to customer concerns and giving priority to service requirements
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information
- Responded to customer requests for products, services and company information.
CUSTOMER SALES AND SERVICE MANAGER
BRUSSELS AIRLINES
- Oversee the operational and technical side of the business
- Ensure that sales target is meant on a daily and monthly basis and so is quality
- Reports to shareholders and clients in regard to business and agent’s performance
- Controls the nance of the business
- Reports to Call Center Manager
- Liaise with Human Resources in regard to performance issues
- Provide daily reports to the clients
- Liaise with CEO in regard to errors concerning business
- Delicate tasks to supervisor
- Prepare Key performance Indication reports (KPI) for supervisors based on agents productivity and performance
- To ensure the full implementation of the Customer Services strategy across the business
- To ensure that the Customer Services function operates e ectively and that the functions’activities are aligned to departmental and Company objectives
- To ensure the accurate processing of customer claims within agreed timescales
- To ensure that all customer enquiries are satisfactorily managed, resolved and closed
- Within agreed timescales
- To ensure that the Customer Services function is adequately sta ed and trained to
- Deliver an e cient service to internal and external customers
- To represent the Customer Services function as an active member of the Senior
- Management Team
- To actively promote and manage the process of continuous improvement in Customer
- Relations standards within Email Enquiries and Order Processing
- Create and sustain a positive team environment displaying high levels of motivation and
- Excellent team spirit
- Participate and contribute to relevant management meetings
- Promote e ective communication throughout all levels of the Customer Services function.
AIRLINES CUSTOMER RELATIONS SUPERVISOR
BRUSSELS
- Overlook the agent’s performance, asses their productivity, provided feedback to both internal and external parties
- Manage the quality and quantity of emails
- Manage the productivity of individual agents
- Handle escalations
- Develop a strategy the team will use to reach its goal
- Provide any training that team members need
- Communicate clear instructions to team members
- Listen to member’s feedback
- Monitor team members participation to ensure the training are being provided is being put into use and also to see if any additional training is needed
- Manage the ow of day-today operations
- Create reports to update the company on the team’s progress
- Distribute reports such as KPI to personnel.
RESERVATION CONSULTANT
DNATA
- FOR FLY EMIRATES AIRLINES
- Make travel bookings & issue tickets for retail customers in Dubai
- Taking general enquirers for ight details, i.e
- Ight availability and quoting fare
- Re validation of used ticket and unused tickets
- Reissue of tickets if customers call in to change their date of travel from the initial booking
- Taking hotel reservation through our websites and also answering to customers on what they request for from our holiday website
- Selling insurance
- Booking and sell meet & greet services for departure and arrival customers in the Dubai
- International Airport
- Handle Co-operate client for their travel needs
- Promoting holiday packages that are sent out weekly to us for promotion
- Assisting customers in modifying their booking in hotel packages & their airline tickets
- Diplomatically handling frustrated passengers’complaints and issues regarding bookings, luggage, ights and last-minute changes
- Etc
- Assist for visa enquiry with the help of Global Distribution System for Middle East market.
Emirates Aviation College
- E-Learning:
- Certificate in Standard fares & Ticketing
- Certificate in Najm
- Certificate in Najm Suggestions & amp;
- Nominations
- Certificate in Get Online, Emirates Specific
- Certificate in Information System Protection
- Information Security
- SHORTCOURSES
- Certificate online training program in Financial
- Services Reform Act
- SWISS :
- Certificate of completion for Star Alliance
- Certificate of completing Swiss Airline Training
- ACKNOWLEDGMENT
- Certificate of appreciation for 5 years of service with Mindpearl
- Certificate of Achievement for employee of the quarter
- Mindpearl staff Recognition Award for 3 years of service with Brussels Airlines.
Education
Diploma - Business Customs & Marine Studies
Fiji Institute of Technology
Fiji04.2025
Fiji Seventh Form Examination -
Suva Grammar School
Fiji01.2008
Fiji School Leaving Certificate -
Suva Grammar School
Fiji01.2007
Fiji Junior Certificate -
Lelean Memorial School
Fiji01.2004
Fiji Eighth Year Examination -
Dilkusha Girls School
Fiji01.2002
Skills
- Microsoft Word
- Customer service
- Travel planning
- Data analysis
- Amadeus booking
- Microsoft Excel
- Microsoft Power Point
- Sabre
- Galileo
- Pars
- Amadeus
- Relationship management
- Team collaboration
- Effective communication
Certification
- Certificate in Standard fares & Ticketing, Emirates Aviation College E-Learning
- Certificate in Najm, Emirates Aviation College E-Learning
- Certificate in Najm Suggestions & Nominations, Emirates Aviation College E-Learning
- Certificate in Get Online, Emirates Specific, Emirates Aviation College E-Learning
- Certificate in Information System Protection, Information Security, Emirates Aviation College E-Learning
- Certificate of completion for Star Alliance, SWISS
- Certificate of completing Swiss Airline Training, SWISS
Hobbies and Interests
- Reading
- Socializing
- Surfing the Net
- Cooking
- Travelling
References
- Atunaisa Tagicakiverata, Supervisor, Mind Pearl, (+679) 9336970
- Azariah Chung, Operations Manager, Rosies Outsourcing, (+679) 999 4359
- Miriam Vina, Supervisor, Pacific Centrecom, (+679) 7854758
Acknowledgments
- Certificate of appreciation for 5 years of service, Mindpearl
- Certificate of Achievement for employee of the quarter, Mindpearl
- Mindpearl staff Recognition Award for 3 years of service, Brussels Airlines
Timeline
SPECIALIST, ROSIES HOLIDAYS
RESERVATION CONSULTANT
FIJI AIRWAYS, PACIFIC CENTRECOM
CVFR CONSOLIDATION CONSULTANT
ROSIES OUTSOURCING
ADMIN EXECUTIVE
Pherrus Financial Service Pty
AIRLINES CUSTOMER RELATIONS REPRESENTATIVE
SWISS INTERNATIONAL
CUSTOMER SALES AND SERVICE MANAGER
BRUSSELS AIRLINES
AIRLINES CUSTOMER RELATIONS SUPERVISOR
BRUSSELS
RESERVATION CONSULTANT
DNATA
Emirates Aviation College
Diploma - Business Customs & Marine Studies
Fiji Institute of Technology
Fiji Seventh Form Examination -
Suva Grammar School
Fiji School Leaving Certificate -
Suva Grammar School
Fiji Junior Certificate -
Lelean Memorial School
Fiji Eighth Year Examination -
Dilkusha Girls School
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