Elisa Fuimaono
Sydney,NSW
Summary
I have 18 years of management and operational experience in the airline industry, complemented by over 20 years of unpaid caregiving for older adults, including those with disabilities. Demonstrated leadership and organizational skills, with a strong ability to manage time and multitask effectively. Committed to enhancing the quality of life for older individuals through compassionate, person-centered care and advocacy for their independence and dignity. Proven ability to thrive in fast-paced environments while building and maintaining collaborative relationships across departments.
Overview
19
19
years of professional experience
Work History
Group Sales Consultant – International/Admin Team
Qantas Airways Ltd
05.2023 - Current
- Prepare and assist travel agents &/or direct customers with quotes, bookings, ticketing, amendments, etc
- Support for 17 international points of sale
- Work with Internal and External customers
- Raising, testing bugs (website issues) in Zendesk
- Testing Groups website platform in 4 different sites (Stage, Test, Beta and Live)
- Collecting and balancing of EFT (Electronic Transfer) funds
- Collating reports and sending them to respective teams
- Balancing of staff daily ATSR (financial) logs
- Administration duties – Refunds
Passenger Sales Executive
American Airlines
08.2021 - 04.2023
- Report directly to the Australia & New Zealand Sales Manager
- Support Australia & New Zealand Sales Manager with any/all projects
- Support Airport Operations Team at Sydney and Auckland Airports
- Make up training material/slides to educate travel agents in AU and NZ on AA products and services.
- Organise and run training sessions in person and virtually for AU and NZ travel agents.
- Organise launch events in AU and NZ for new destinations (AKLDFW) and returning flights (SYDLAX) – this included but not limited to booking event spaces, liaising with Qantas, organising prizes, invitation list, theme’s, entertainment, etc.
- Organise marketing material for trade shows and represent AA to the public.
- Collect and report competitor market intelligence.
- Became permanent OCT 2022 and made redundant APR 2023 due to restructure.
Group Sales Team Leader
Qantas Airways LTD
Sydney
07.2019 - 10.2022
- All of the duties of the Groups Consultants.
- Auditing of waivers granted by consultants.
- Team Leader reporting duties
- Escalations – Internal and External
- Attending meetings with key accounts to go through SLA (service level agreements)
- Provide coaching and assistance when required.
- Stand-down during COVID MAR2020 – APR 2021
Customer Care – Secondment
Qantas Airways
04.2021 - 08.2021
- Triage of complaints/compliments from external and internal customers
- Reading through all cases and sorting them into queues
- Giving customer care manager reports on case trends.
- Replying to letters from external customers regarding their concerns e.g. baggage, bookings, refunds, lost property, complaints, compliments, staff assistance, staff attitude etc
Group Sales Team Leader
Qantas Airways
04.2021 - 04.2021
- Returned to duties prior to COVID stand-down.
- Due to low work levels, we were given the opportunity to apply for secondment (temporary) positions at other departments within Qantas that require assistance.
Hypercare consultant
Service NSW
09.2020 - 04.2021
- Cyber Security Breach for Service NSW Team
- Inbound/Outbound external and internal customer calls
- Filtering calls as per level of cyber breach to internal teams
- Small Business COVID Compliance
- Outbound calls to small business owners to ensure they are following COVID process and procedures.
- Gave instructions on how to install/use QF code business applications.
- Gave instructions on QF code record keeping.
- Reginal Seniors Travel Card
- Inbound calls from older Australians requiring information or assistance.
- Assist customers by completing application forms on their behalf.
- Following up on regional seniors travel card applications/delays.
- General COVID Line
- Inbound calls from external/internal customers requesting COVID information.
- COVID Restrictions for Home, Business, Travel, State to State, Quarantine, COVID test results, General information.
- Flood Relief Team
- Inbound calls answering external customers.
- Eligibility for flood relief fund – NSW Government
- Assist with applications.
- Inbound calls assisting internal customers.
- Providing information on Flood Relief Grants
- Taking escalation calls
Group Sales Consultant
Qantas Airways LTD
Sydney
04.2018 - 07.2019
- Provide technical and product support, instruction, guidance, and advice to travel agents.
- Prepare and assist travel agents &/or direct customers with quotes, bookings, ticketing, amendments, etc
- Work with Internal and External customers
Group Sales Consultant
Air New Zealand
Sydney
11.2013 - 04.2018
- Solely in charge of the largest portfolio – Flight Centre Stores, Corporate, Entertainment, Sports, Leisure and Conference for Australia wide
- Build rapport and servicing Virgin Groups Sporting Groups, Wholesalers, POC’s, Direct Clients, Travel Agents and Trade Businesses
- Represented Australian Region at Meetings/Expo’s as an exhibitor/supplier through interaction with Conference Travel industry in marketing AIR New Zealand as airline of choice.
- Representative for the Australian Region, joining a working group with Virgin Australia on aligning our products and services on the Tasman.
- Worked closely with Air NZ legal team to finalise Australian Region Groups Terms & Conditions
- Represented Air NZ at Industry Expo’s and Conferences
- Champion for setting up group check in procedures at all major AU ports.
- Union delegate – Part of the EBA negotiation team.
Team Manager Baggage Makeup
Air New Zealand
Auckland International Airport, NZ
12.2011 - 10.2013
- Reduced sick leave by 120days for a team of 40 staff
- Staff punctuality was improved to an acceptable level.
- Improved business performance of the area and incurred zero delays.
- Reduced overtime by 100% by clamping on absenteeism and up-skilling.
- Completed recruitment excellence and I’m a qualified recruiter for my business unit.
- Improved team moral by organising team building activities.
Team Manager Overnights
Air New Zealand
Auckland International Airport, NZ
01.2007 - 12.2011
- Reduced sick leave by 30 days for a team of 12 (6 Front of House & 6 Ramp)
- Improved relationships between Ramp, Front of House, Engineering and Baggage
- Improved business performance of the areas and incurred zero delays.
- Reduced overtime by 50-70% by decreasing absenteeism and up-skilling.
Education
Cert IV - true
Macquarie Community College
Blacktown, NSW09-2026
Cert III - Individual Support, Aged Care And Disability
Macquarie Community College
Blacktown, NSW09-2025
First Aid Certificate
Macquarie Community College
Sydney, NSW06-2025
Certificates And Diploma - Aviation Management
Air New Zealand
Auckland, New Zealand07-2013
Diploma - Business, Travel And Tourism
Crown Institute of Business Travel And Tourism
Auckland, New Zealand11-1993
Skills
- Aged care support
- Disability assistance
- Customer relationship management
- Training development
- Event coordination
- Team leadership
- Conflict resolution
- Administrative support
References
- Matthew Nicholas, matthew.nicholas@aa.com, Sales Manager – AU and NZ, 0488026617
- Abby Huang, 02-8197 9300, Melrose Village – Pendle Hill
Personal Information
Hobbies: Sports, Music, Volunteering at homeless shelters/Soup Kitchens, Learning new skills, Reading
Timeline
Group Sales Consultant – International/Admin Team
Qantas Airways Ltd
05.2023 - Current
Passenger Sales Executive
American Airlines
08.2021 - 04.2023
Customer Care – Secondment
Qantas Airways
04.2021 - 08.2021
Group Sales Team Leader
Qantas Airways
04.2021 - 04.2021
Hypercare consultant
Service NSW
09.2020 - 04.2021
Group Sales Team Leader
Qantas Airways LTD
07.2019 - 10.2022
Group Sales Consultant
Qantas Airways LTD
04.2018 - 07.2019
Group Sales Consultant
Air New Zealand
11.2013 - 04.2018
Team Manager Baggage Makeup
Air New Zealand
12.2011 - 10.2013
Team Manager Overnights
Air New Zealand
01.2007 - 12.2011
Cert IV - true
Macquarie Community College
Cert III - Individual Support, Aged Care And Disability
Macquarie Community College
First Aid Certificate
Macquarie Community College
Certificates And Diploma - Aviation Management
Air New Zealand
Diploma - Business, Travel And Tourism
Crown Institute of Business Travel And Tourism