Fionna Oakley
Croydon
Summary
Accomplished Assistant Team Leader and Senior Travel Consultant with a proven track record at Eastland Flight Centre, enhancing team productivity and customer satisfaction through exceptional service and motivational leadership. Skilled in itinerary planning and client consultations, I excel in fostering teamwork and collaboration, achieving significant revenue growth without exceeding a numerical percentage.
Results-driven, detailed team lead with excellent track record in Flight Centre. Interfaces well with management and skilled in scheduling, preparing and collecting presentation materials for new employees and business applications. Highly adept at maintaining company's confidential information and documents.
Multi-tasking Team Member well-known for executing successful, new initiatives. Creates dynamic and positive workplace culture to align with organizational mission and values. Trains new hires and mentors struggling workers to achieve overall team success.
Overview
22
22
years of professional experience
Work History
Assistant Team Leader
Eastland Flight Centre
02.2023 - Current
- Monitored team productivity and provided regular progress reports to senior management, highlighting areas for improvement.
- Worked with customer service representatives to handle escalated customer issues.
- Managed team workload to reach targets for specific tasks.
- Worked with customer service to handle escalated customer issues.
- Organized weekly team meetings to discuss projects, share updates, and address any challenges faced by the team.
- Acted as a liaison between team members and upper management to facilitate communication and ensure alignment with company objectives.
- Delegated daily tasks, addressed employee questions and resolved scheduling issues.
- Enhanced team performance by implementing efficient work processes and providing constructive feedback.
Senior Travel Consultant
Eastland Flight Centre
08.2009 - 02.2023
- Achieved revenue growth by upselling additional services like insurance plans, airport transfers, or excursions to clients during the booking process.
- Conducted comprehensive destination research to provide clients with up-to-date information and expert advice on travel options.
- Booked reservations for travel, hotels, rental cars and special events such as tours and excursions.
- Assessed client needs and recommended appropriate products and services to meet preferences and budget.
- Followed up with customers to increase customer service with travel plans.
Team Leader Manager
Doncaster Flight Centre
08.2003 - 08.2009
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
- Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
- Led employee relations through effective communication, coaching, training, and development.
Education
Diploma - Leadership & Management
Flight Centre Business School
11-2021
Skills
- Performance monitoring
- Exceptional customer service
- Customer focus
- Motivational leadership
- Training and mentoring
- Staff development
- Teamwork and collaboration
- Client relations
- Itinerary planning
- Client consultations
Timeline
Assistant Team Leader
Eastland Flight Centre
02.2023 - Current
Senior Travel Consultant
Eastland Flight Centre
08.2009 - 02.2023
Team Leader Manager
Doncaster Flight Centre
08.2003 - 08.2009
Diploma - Leadership & Management
Flight Centre Business School
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