Emma Longford
Naviti Island, FIJI
Summary
Dynamic leader with a proven track record within the industry, driving revenue growth year on year through innovative marketing and strategic business planning. Skilled in operations management and relationship building, I foster high-performing teams and enhance customer satisfaction, ensuring long-term loyalty and profitability. Committed to continuous improvement and professional development.
Overview
25
25
years of professional experience
Work History
Director / General Manager
Italktravel & Cruise Nowra
05.2011 - 09.2024
- Led a team of professionals to achieve company goals, fostering a collaborative work environment.
- Increased company revenue by implementing innovative marketing strategies and sales initiatives.
- Cultivated strong relationships with key industry partners shaping favourable public perceptions driving brand recognition.
- Managed budgets effectively, reducing costs and maximizing financial resources for key projects.
- Enhanced operational efficiency by streamlining processes and workflow methods.
- Fostered a culture of continuous learning.
- Develop and monitor complex itineraries for new and existing clients.
- Negotiated contracts with vendors for optimal pricing, improving the company''s bottom line.
- Developed and executed strategic business plans, resulting in increased market share and profitability.
- Improved customer satisfaction ratings with proactive communication strategies addressing client concerns efficiently.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organisational growth.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Interacted well with customers to build connections and nurture relationships.
- Identified and qualified customers with high success rate.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
General Manager
Harvey World Travel
08.2009 - 05.2011
- Transition independent travel agency to franchise model
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Developed and executed strategic plans for business growth and expansion, resulting in increased market share.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
Underground Exsplovies Operator
Endeavour Mining
11.2007 - 06.2009
- Explosive inventory control for both above and underground stores ensuring adequate stock availability.
- Trainee underground shot firer
- Relief dump truck operator
- Crusher operator
Senior Sales Consulatant
International Sports Tours
02.2004 - 10.2007
- Coordinated sales presentations tailored specifically for schools, sporting teams and individual clients'' needs.
- Provided exceptional customer service, addressing concerns promptly and professionally.
- Generated advertising brochure for vendor use.
- Utilised CRM software to track leads, monitor progress, and maintain accurate records of all client interactions.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Boosted sales revenue by developing and implementing effective sales strategies.
- Organised and attended industry events, strengthening brand presence within the marketplace.
- Exceeded customer requirements with accurate and deliverable solutions.
- Developed comprehensive understanding of competitor offerings to better position products in the market.
- Managed key accounts to ensure client satisfaction and maximize revenue opportunities.
- Introduced new products to existing clients, generating additional revenue streams through upselling techniques.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Maintained current knowledge of evolving changes in the marketplace.
Senior Reservation & Sales Consulatant
Talpacific Holidays
03.2000 - 01.2004
- Attended industry events, strengthening brand presence within the marketplace.
- Advised clients on appropriate product selections based on their unique needs, ensuring optimal satisfaction levels upon purchase.
- Build and maintain long-lasting client relationships by exceeding expectations with exceptional service, leading to repeat business and referrals.
- Introduced new products to existing clients, generating additional revenue streams through upselling techniques.
- Improved operational workflows, enabling team to handle increased workloads without compromising quality.
Education
Diploma - Travel And Tourism Management
TAFE NSW
NSWDiploma - Operations And Event Management
TAFE NSW
NSWSkills
- Operations and time management
- Organisational development
- Project management
- Leadership and team building
- Industry relationship building
- Staff training and development
- Exceptional interpersonal communication
- Customer relationship management
- Sales expertise
- Customer retention
- New business development
- Contract negotiations
Affiliations
- Equestian Australia - Level 3 Jump Judge
- Jumping New South Wales
Timeline
Director / General Manager
Italktravel & Cruise Nowra
05.2011 - 09.2024
General Manager
Harvey World Travel
08.2009 - 05.2011
Underground Exsplovies Operator
Endeavour Mining
11.2007 - 06.2009
Senior Sales Consulatant
International Sports Tours
02.2004 - 10.2007
Senior Reservation & Sales Consulatant
Talpacific Holidays
03.2000 - 01.2004
Diploma - Travel And Tourism Management
TAFE NSW
Diploma - Operations And Event Management
TAFE NSW
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