Elena Coco
Elizabeth Hills,NSW
Summary
Highly-motivated employee with desire to take on new challenges with strong work ethic, adaptability, and exceptional interpersonal skills. I am committed to executing an exceptional service and customer experience driving strong sales.
Overview
17
17
years of professional experience
Work History
Sales Executive
Voyages Indigenous Tourism Australia
05.2023 - 07.2024
- Developed strategies to enhance lead generation and customer acquisition.
- Conducted product demonstrations and educated clients on products or services.
- Managed and maintained Opera Sales and ORS systems for optimal performance.
- Negotiating sales contracts and designing packages.
- Developed and maintained positive relationships with clients, while diligently updating sales records.
- Maintain and update -Sale client databases, prize winner database, brochure contribution database, sales budget tracker, sales trade show collateral and PowerPoint presentations.
- Attend industry tradeshows and events to sell, update and provide knowledge of Voyages products to industry partners.
Sales Coordinator
Voyages Indigenous Tourism Australia
12.2018 - 05.2023
- Provided administrative support for Sales team in both Eastern and Western markets.
- Maintain Opera Sales and Sales & Catering Account Management Systems and ORS.
- Maintain and update - Sale client databases, prize winner database, brochure contribution database, sales budget tracker, sales trade show collateral and PowerPoint presentations.
- Developed and nurtured strong client relationships with ITOs, Wholesalers, and retail agents.
- Attend industry tradeshows and events to sell, update and provide knowledge of Voyages products to industry partners.
- Create and host itineraries for industry familiarisation at Ayers Rock Resort.
- Liaise with other departments - Distribution and Revenue Team to negotiate rates and availability for Tour Series, Group and FIT bookings; and Reservations Team to assist in resolving agent disputes including price discrepancy and availability.
- Preparation and upkeep of the departments accounts, including purchase orders, invoices and team members monthly expenses reporting.
Customer Service Officer
Lendlease – Macarthur Square
10.2020 - 02.2021
- Engaged in effective communication with shoppers and tenants through both face-to-face interactions and phone conversations.
- Ensuring all customer facilities such as scooters and wheelchairs are in good working condition and maintained at high standard of cleanliness.
- Conducting internal daily floor checks including tenant opening and closing hours.
- Attending to emergencies and responding according to the centre Standard Operating Procedure.
- Efficiently handled daily responsibilities related to concierge desk administration.
- Assist in the shopping centres marketing events and campaigns such as handling gift redemption, lucky draws, contest forms etc.
Business Events Sales Coordinator
Voyages Indigenous Tourism Australia
02.2017 - 12.2018
- Supported the Business Events Team by creating client proposals, itineraries, and contracts.
- Completed quotations and contracts for weddings, conferences, incentives, and events efficiently by adhering to established procedures and guidelines.
- Maintained extensive knowledge of Sales & Catering, Opera and Lynx reservation systems.
- Maintained and updated internal sales databases and reports - Business Activity Sales Report & Materialisation Report.
- Prepared the monthly end reports for Conferencing Event Sales and Weddings.
- Established and nurtured strong connections with tour operators and relevant Voyages stakeholders.
- Created and maintained client relationships with conference organisers & wedding couples.
- Assisted with wedding planning and logistics for couples at Ayers Rock Resort & Home Valley Station properties.
- Determined budgets and negotiated pricing with clients.
Reservations Specialist
Voyages Indigenous Tourism Australia
07.2013 - 02.2017
- Delivered high-volume sales by utilising effective sales techniques including closing deals, upselling services, and cross-selling various offerings such as accommodation, tours, car hire, and flights.
- Maintained extensive knowledge of Opera and Lynx reservation systems.
- Successfully resolved customer enquiries, special requests, and complaints.
- Performed as part of a diverse team focusing on customer service and sales.
- Worked alongside with the Special Events Team, being the point of contact in the Reservations Team to make customer bookings and answer enquiries for special events held at Ayers Rock Resort - The Australian Chamber Orchestra Festival and the Uluru Wellness Retreat.
Store Associate
Target Pty Ltd
04.2007 - 08.2013
- Effectively delivered outstanding face-to-face customer service by leveraging product knowledge to exceed customer expectations.
- Generated sales for the organisation while training in various selling methods including up-selling, price-based selling, and solution-based selling.
- Supervised and trained new employees in floor duties and assisted to develop their customer service skills, enhancing leadership and team skills.
- Liaised with store managers in the coordination of product organisation.
Reservations Consultant
Carnival Australia
06.2012 - 07.2013
- Performed as part of a diverse team, focusing on customer service and sales, competing with different teams in a busy customer service environment.
- Generated sales for the organization, serving both direct and trade clients. Focused on up-selling and securing immediate deposits with each booking.
- Coordinated with other departments within the organisation to assist with internal tasks, developing communication and interpersonal cooperation skills with all fellow workers and superiors.
Education
Advanced Diploma of Tourism -
Ultimo TAFE
01.2012
Diploma of Tourism -
Ultimo TAFE
01.2011
Skills
- Industry knowledge
- Systems skills - Word/Excel/Outlook
- Computer literacy
- Customer service
- Sales skills - Closing/Up-selling
- Communication - Written/Verbal
- Interpersonal skills
- Conflict resolution skills
- Planning skills
- Organisational skills
- Time management skills
References
- Raphaela Drachsler, Former Sales Manager, Voyages Indigenous Tourism Australia, 0422 365 276, raph.drachsler@gmail.com
- Peter Graham, Director Sales & Partnerships, Voyages Indigenous Tourism Australia, 0422 009 247, peter.graham@voyages.com.au
Accomplishments
· Achieved overall top consultant in the Reservations Team for the month of October and November 2016, acknowledged for making the highest revenue in accommodation and Voyages touring.
· Recognised by AAT Kings in being the Top Achiever Award for 2016 and 2017 by selling the most AAT Kings touring products.
· Generated the highest sales amount during a competitive incentive, achieving the number one seller in direct consumer department with an overall revenue above $25,000.
· Continuously generated the highest customer service performance percentage amongst team, measured by customer service surveys, with a score of 95.5 out of 100.
· Achieved the Top Selling Cruise Consultant Prize on four occasions, two of which were during peak seasons.
Timeline
Sales Executive
Voyages Indigenous Tourism Australia
05.2023 - 07.2024
Customer Service Officer
Lendlease – Macarthur Square
10.2020 - 02.2021
Sales Coordinator
Voyages Indigenous Tourism Australia
12.2018 - 05.2023
Business Events Sales Coordinator
Voyages Indigenous Tourism Australia
02.2017 - 12.2018
Reservations Specialist
Voyages Indigenous Tourism Australia
07.2013 - 02.2017
Reservations Consultant
Carnival Australia
06.2012 - 07.2013
Store Associate
Target Pty Ltd
04.2007 - 08.2013
Advanced Diploma of Tourism -
Ultimo TAFE
Diploma of Tourism -
Ultimo TAFE
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