Emily Collard
Summary
Analytical and customer-focused professional with extensive experience across customer success, customer service and travel operations within fast-paced service environments. Currently shadowing within the Workforce Planning team, where I have gained hands-on exposure to resource planning, forecasting principles, workforce analytics, scheduling and reporting. Passionate about workforce planning and motivated by using data to support effective decision-making, optimise resources and improve customer and employee experiences. Seeking to build a long-term career in workforce planning where I can continue developing my analytical skills while contributing to business success.
Overview
8
8
years of professional experience
Work History
Workforce Planning (Shadowing)
The Travel Corporation
Sydney
05.2025 - Current
- Support workforce planning through resource allocation, workload analysis, operational reporting and trend analysis to inform service level planning and resource optimisation.
- Experience using Genesys WFM and workforce planning tools to support operational decision-making.
- Assist in creating schedules and identifying opportunities to improve operational efficiency.
- Collaborate with Customer Success leadership to balance business demand with available resources.
- Produce reports to support business planning and workforce performance discussions.
Customer Success Specialist
The Travel Corporation
Sydney
11.2022 - Current
- Manage complex customer escalations across the Travel Corporation brands, delivering timely and customer-focused resolutions.
- Act as the primary point of contact for internal teams & external stakeholders, regarding complaints, refunds, booking issues and service recovery.
- Investigate complex customer issues by collaborating with Finance, Operations, Product, and Reservations teams to achieve effective resolutions.
- Analyse customer feedback and operational trends to identify recurring issues and recommend process improvements.
- Identify recurring customer issues and provided actionable feedback to operational teams to enhance processes and customer experience.
- Manage multiple competing priorities while upholding service standards and meeting strict deadlines.
Medical Receptionist / Administration
Princess Road Surgery
Manchester, UK
05.2021 - 08.2022
- Managed patient bookings, enquiries and confidential medical records.
- Coordinated appointments and supported multiple clinicians in a fast-paced healthcare environment.
- Maintained accuracy while working to strict deadlines and service standards.
Medical Receptionist / Administration
Portcullis Surgery
Ludlow, UK
09.2020 - 05.2021
- Delivered high-quality administrative and customer service support.
- Managed patient enquiries, scheduling and confidential records.
- Worked collaboratively with clinical staff to ensure efficient daily operations.
Barista / Waitress
Taste at No.1
, UK
08.2020 - 05.2021
- Delivered exceptional customer service within a high-volume hospitality environment.
- Managed competing priorities while maintaining quality and efficiency.
Airport Representative
Bens Bus
Geneva, French Alps
12.2019 - 03.2020
- Coordinated passenger arrivals and transport logistics.
- Assisted travellers with enquiries while maintaining service delivery during peak travel periods.
- Communicated clearly and professionally with international travellers and drivers to coordinate transport, provide updates and resolve travel enquiries efficiently.
Resolution Services Specialist
The Travel Corporation
Sydney
09.2018 - 10.2019
- Managed customer escalations, credits and refunds across multiple travel brands.
- Supported reservation consultants and leaders with complex booking and operational issues.
- Delivered guidance on systems, products and business processes.
- Built strong relationships across internal teams to deliver timely customer outcomes.
- Prioritised multiple workloads while consistently meeting operational deadlines.
Education
Certificate III - Travel and Tourism
Loftus TAFE
01-2013
Certificate III - Events
Ultimo TAFE
01-2013
Certificate II & III - Desktop Publishing
Ultimo TAFE
01-2012
Higher School Certificate (HSC) -
The Jannali High School
01-2010
Skills
- Workforce Planning Support
- Workforce Analytics & Reporting
- Resource Planning
- Operational Reporting
- Genesys WFM experience
- Data Analysis & Interpretation
- Microsoft Excel & Office Suite
- Process Improvement
- Customer Escalation Management
- Stakeholder collaboration
- Cross-functional Collaboration
- Problem Solving
- Prioritisation & Multitasking
- Prioritization and multitasking
- Conflict resolution
Work Rights:
Australian Citizen (Full Australian Work Rights) | British Citizen (Full UK Work Rights)
Timeline
Workforce Planning (Shadowing)
The Travel Corporation
05.2025 - Current
Customer Success Specialist
The Travel Corporation
11.2022 - Current
Medical Receptionist / Administration
Princess Road Surgery
05.2021 - 08.2022
Medical Receptionist / Administration
Portcullis Surgery
09.2020 - 05.2021
Barista / Waitress
Taste at No.1
08.2020 - 05.2021
Airport Representative
Bens Bus
12.2019 - 03.2020
Resolution Services Specialist
The Travel Corporation
09.2018 - 10.2019
Certificate III - Travel and Tourism
Loftus TAFE
Certificate III - Events
Ultimo TAFE
Certificate II & III - Desktop Publishing
Ultimo TAFE
Higher School Certificate (HSC) -
The Jannali High School