Emma Douglas
Forrestfield
Summary
Administrative professional skilled in optimising office workflows and managing diverse administrative tasks. Proven ability to support higher management through effective scheduling and coordination. Strong focus on team collaboration and adaptability to changing organisational needs.
Overview
13
13
years of professional experience
Work History
Senior Business Administration
Rotation Solutions
09.2020 - 12.2025
- Resolved client and visitor enquiries effectively. Streamlined incoming call and email processes to improve response times and service quality.
- Coordinated and executed various administrative tasks to support executive leadership requirements.
- Streamlined booking processes for internal and external meetings and events, ensuring efficient use of resources.
- Managed logistics for mobilisation, PPE purchases, and compliance assessments, focusing on new and current workforce needs.
- Coordinated inventory management of office supplies and supervised facility upkeep to enhance workplace functionality.
- Oversaw payroll processing tasks, verifying data accuracy and addressing discrepancies to support financial integrity.
- Developed and maintained strategic partnerships with vendors and clients to drive operational success.
- Coordinated administrative functions to optimise efficiency across operations, finance, and sales departments.
- Achieved recognition for enhancing team performance in financial and leadership initiatives. Championed service and core values, fostering a culture of excellence across the organisation.
Corporate Travel Manager
Flight Centre Business Travel
06.2019 - 08.2020
- Engaged with clients to build trust and foster loyalty, ensuring satisfaction and retention.
- Facilitated travel planning and bookings to optimise scheduling and efficiency.
- Received positive feedback through consistent delivery of high-quality customer support and problem resolution.
- Implemented global travel and CRM systems to optimise travel arrangements and improve customer interactions.
- Drove sales and service excellence by consistently exceeding established KPIs.
Product Manager
Flight Centre Travel Group
07.2016 - 06.2019
- Analysed and resolved multifaceted problems for consultants while promoting team development initiatives.
- Demonstrated exceptional problem-solving skills and process improvement strategies, earning state-wide recognition for contributions to organisational success.
- Led product development initiatives enhancing customer engagement and satisfaction.
- Mentored junior team members, fostering skill development and knowledge sharing within the team.
- Developed product documentation to communicate upcoming features and products to internal teams.
- Collaborated with sales teams to develop effective training materials that drove increased product knowledge among staff members, resulting in higher close rates.
Corporate Travel Manager
Corporate Travel Management
06.2014 - 06.2016
- Facilitated seamless travel and logistics for corporate clients.
- Coordinated effectively with executives to optimise scheduling and resource allocation.
- Recognised by peers with nominations for national customer service award, reflecting commitment to service quality. Surpassed key performance indicators, contributing to overall team success.
- Streamlined corporate travel by integrating efficient booking systems, focusing on cost-effectiveness and process improvement.
- Handled all aspects of client complaints by maintaining quality communications and establishing productive relationships.
- Coordinated complex international itineraries, ensuring seamless logistics for traveling executives.
- Established strong relationships with vendors and suppliers, leading to exclusive deals and discounts for the organisation.
Group Travel Consultant
New Horizons Holidays
02.2013 - 06.2014
- Created customised travel plans for groups, focusing on enhancing overall customer experience.
- Executed comprehensive logistics planning for multi-destination travel, guaranteeing efficient transitions for large groups.
- Facilitated contract negotiations with vendors to establish favorable terms and pricing structures for clients.
- Analysed existing booking processes and introduced improvements that significantly accelerated turnaround time.
- Developed and maintained collaborative relationships with hotels and transport services to optimise client experience and service diversity.
Education
Certificate III - Tourism And Travel Management
North Metropolitan TAFE
Perth, WASkills
- Orchestrated efficient office and event coordination to enhance operational flow
- Enhanced document formatting and upheld templates to ensure operational efficiency
- Oversaw inventory management for office supplies and personal protective equipment
- Cultivated communication effectiveness by leveraging advanced written and verbal skills
- Utilised Microsoft Office Suite, including Outlook, Word, and Excel, to support daily operations Assisted in managing financial records using Xero accounting software Provided support with various CRM systems to enhance customer relationship management
- Optimised daily operations through strategic organidation of workdays and prioritisation of tasks
- Oversaw budgetary operations to ensure fiscal integrity and align with organisational objectives
- Cultivated strong inter-team relationships and clear communication channels to optimise project performance
- Oversaw the design and implementation of programs focused on improving operational efficiency across departments
- Guaranteed high-quality outcomes through meticulous attention to detail in project management and task execution
- Managed travel itinerary organisation and oversaw logistics for transportation and accommodations
- Oversaw logistics operations to enhance supply chain efficiency and minimise delays
Websites
Timeline
Senior Business Administration
Rotation Solutions
09.2020 - 12.2025
Corporate Travel Manager
Flight Centre Business Travel
06.2019 - 08.2020
Product Manager
Flight Centre Travel Group
07.2016 - 06.2019
Corporate Travel Manager
Corporate Travel Management
06.2014 - 06.2016
Group Travel Consultant
New Horizons Holidays
02.2013 - 06.2014
Certificate III - Tourism And Travel Management
North Metropolitan TAFE