Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Emily Percy

Grafton,NSW

Summary

Dedicated administrative professional with successful experience in fast paced and high volume deadline-driven environments. A team player with strong organisational skills and expertise in anticipating professional needs and proactively identifying and resolving problems. Excellent customer service and communication skills whilst offering keen attention to detail and time management. Self-motivated work ethic and ability to learn quickly.

Overview

9
9
years of professional experience

Work History

Office Manager

Forbes Smash Repairs
01.2023 - Current
  • Managed day to day operations of the business focusing on reception, bookkeeping, parts management and communication to build and maintain relationships between clients, vendors and suppliers.
  • Streamlined office operations by implementing efficient filing systems and organizational strategies through Microsoft, MYOB and iBodyShop software.
  • Meticulous inventory and diary management to ensure all scheduling runs smoothly.
  • Provided exceptional customer service when addressing client inquiries or concerns face to face and via phone calls and email correspondence.
  • Reduced costs with meticulous budget monitoring and expense tracking for essential supplies and equipment.
  • Developed comprehensive policy manuals outlining procedures and guidelines, contributing to a well-organized workplace culture.
  • Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.

Travel Consultant

RACQ Travel Robina
11.2018 - 04.2021
  • Designed personalized vacation experiences based on thorough understanding of each customers interests, budget constraints, and desired outcomes.
  • Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve customers.
  • Provided exceptional customer service by promptly addressing concerns and resolving issues, leading to positive reviews and recommendations from satisfied clients.
  • Quickly built rapport and proactively engaged with customers to identify their needs then gathered information from a variety of sources to help guide their decision making process.
  • Strict adherence to financial conduct and company procedures as well as understanding compliance, liability and code of conduct when recommending products and insurance.

Travel Consultant

Flight Centre
11.2016 - 11.2018
  • Building and maintaining strong relationships to help make suitable travel recommendations and ultimately maintain and generate business.
  • Supporting staff by creating and implementing sales strategies to help build each individual business whilst also working towards team goals.
  • Responsible for monitoring and managing all financial conduct within store to reduce write offs and maintain a sustainable and ethical business.
  • Regular staff training including running daily, weekly and monthly meetings both team based and one on one.
  • Handled sensitive information with professionalism and discretion.
  • Resolved customer issues effectively and promptly, maintaining a positive reputation for the company within the highly competitive travel market and creating dedicated repeat customers.

Group Reservations Coordinator

Surfers Paradise Marriott Resort & Spa
10.2014 - 10.2015
  • Processed and coordinated independent, inbound and group reservations by phone, email, online requests and face to face meetings.
  • Strict attention to detail when compiling group rooming lists, entering data, generating reports and finalising accounts.
  • Managed high-volume reservation requests for multiple events, ensuring seamless execution whilst meeting deadlines.
  • Maximized room utilization by strategically assigning groups based on size, preferences, and special requirements.
  • Built strong rapport with clients to secure repeat conferences and increase account portfolio to meet and exceed KPI's and targets.
  • Generated and reported performance metrics to management to inform decision-making for forecasting hotel availability.
  • Proactively identified potential challenges or issues related to group reservations before they escalated into problems.

Education

Bachelor of Business in Tourism & Hospitality Management -

Southern Cross University
Coffs Harbour
01.2014

Advanced Certificate - MYOB Accounting & Payroll

The Career Academy
Online
01.2023

Advanced Certificate - Microsoft Excel

The Career Academy
Online
01.2023

Certificate III - Travel Management

Flight Centre Travel Academy
Brisbane, QLD
01.2018

Certificate IV in Tourism - Tourism And Travel Management

TAFE NSW
Grafton, NSW
01.2010

Higher School Certificate -

South Grafton High School
South Grafton, NSW
09.2009

Skills

  • Customer Service
  • Financial Accounting & Handling
  • Organisational Skills
  • Office Administration
  • Time Management
  • Excellent multi-tasking ability
  • Strong Problem Solver
  • Professional Communication

References

  • Joel Moss, Forbes Smash Repairs, 0402 775 470, joelmoss23@outlook.com
  • Sylvia Young, RACQ Travel Robina, 0448 094 252, sylvia.young@racq.com.au
  • Emma Pyett, RACQ Travel Robina, 07 55 787 933, emma.pyett@racq.com.au

Timeline

Office Manager

Forbes Smash Repairs
01.2023 - Current

Travel Consultant

RACQ Travel Robina
11.2018 - 04.2021

Travel Consultant

Flight Centre
11.2016 - 11.2018

Group Reservations Coordinator

Surfers Paradise Marriott Resort & Spa
10.2014 - 10.2015

Bachelor of Business in Tourism & Hospitality Management -

Southern Cross University

Advanced Certificate - MYOB Accounting & Payroll

The Career Academy

Advanced Certificate - Microsoft Excel

The Career Academy

Certificate III - Travel Management

Flight Centre Travel Academy

Certificate IV in Tourism - Tourism And Travel Management

TAFE NSW

Higher School Certificate -

South Grafton High School

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