Gemma Sinclair

• Updated internal databases with accurate customer contact information, ensuring effective communication channels were maintained throughout the sales process.
• Enhanced customer satisfaction by addressing inquiries, resolving issues, and providing timely solutions.
• Managed ship inspections for media and trade via internal systems and through Australian Border Force (ABF).
• Personally managed Silversea APAC Managing Director's Friends & Family travel requests
• Organised Campioni di Silversea - the high achievers famil trip - for agencies who produced the highest revenue 2023-2024 (incl. trophies, itinerary, suite bookings)
• Collaborated with the sales team to develop customized proposals and product offerings for prospective clients.
• Supported sales representatives in their efforts to meet or exceed individual targets by providing necessary resources and assistance.
• Boosted sales productivity by streamlining sales support processes and implementing new tools.
• Improved overall efficiency of the sales department by organizing schedules, coordinating meetings, and maintaining accurate records.
• Provided comprehensive training for new hires on company policies, procedures, and software systems to ensure seamless integration within the team.
• Assisted in the development of marketing materials, including flyers, presentations, and event certificates to showcase company products/services effectively.
• Coordinated trade show participation, ensuring successful representation of the company at industry events through careful planning and execution of logistics tasks.
• Contributed to business growth by identifying upselling opportunities during client interactions and sharing relevant information with the sales team.
• Developed strong relationships with clients through consistent communication and personalized service.
• Facilitated cross-functional collaboration among various departments to streamline workflows for greater operational efficiency within the organization.
• Learned and frequently used multiple systems to investigate, track, and correct customers' issues.
• Collaborated with vendor development and support staff to resolve various issues impacting sales activities.

• Contributed to the company''s growth by consistently meeting and exceeding own set sales targets through exceptional service delivery to clients.
• Built strong relationships with vendors, negotiating competitive rates for accommodations and services.
• Improved client retention through exceptional customer service and proactive resolution of issues.
• Collaborated with sales team to develop targeted marketing initiatives, driving new business leads and increasing overall sales.
• Managed high call volume, maintaining professionalism and accuracy in bookings for a variety of clients.
• Conquered challenging busy seasons by successfully managing resources to fulfill all incoming requests without compromising quality or satisfaction levels.
• Answered directly to the General Manager
• Drove repeat business through excellent rapport building with clients during the entire booking process.
• Streamlined communication between departments by creating standardized templates for reservation confirmations, invoicing, and followups.
• Increased customer satisfaction by providing personalized travel recommendations and tailored itineraries.
• Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
• Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
• Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
• During 15months of employment - and through the Sydney lockdowns - department saw a significant rise in profits and sales compared to pre-pandemic years. paid for yearly salary (cost of seat) through B2B commissions alone in four months, resulting in more time to improve business profits.
• Contracted new product and built B2B relationships with operators around Australia
• Initiated product design and marketing campaigns as well as producing copy
• Edited educational material for dive courses

• Focused on working with Livn’s contracted suppliers data managing credentials, editing and maintaining data in the CRM and product databases, supplier liaison, procedure development, onboarding suppliers for third party distribution outlets and supporting the rest of the Contracting team. I also source tour and activity products from different countries and assist the Product Manager/Product Specialist as and when required in all aspects of their role as well as acting relief manager when needed.

• Part of a key team within FCGP responsible for confirmations, rejections, inventory updates, VCC maintenance, Supplier Web/Extranet maintenance, B-2-B communications. Respected team member across multiple brands within the company worldwide. Expert in technical knowledge and business-wide processes

Selected Accomplishments:

• Excellence Awards – August 2015, September 2016, July 2017, November 2017, Club Excellence 2017

Supported multiple Flight Centre brands within for product information and updates across a large number
of suppliers in Asian and UAE destinations.

SKILLS REQUIRED
● Ability to work autonomously
● Advanced product knowledge
● Sound knowledge of FCGP contracting
● Sound knowledge of JIRA
Selected Accomplishments:
● Monthly Excellence Award – May 2015

Wholesale international travel consultant dealing with retail agents. GSA product including Albatross, GTA,
Hotelbeds, Bedbank.

• Enhanced customer satisfaction by efficiently handling reservation inquiries and providing accurate information.

SKILLS REQUIRED

• Advanced Calypso skills
• Sound knowledge of worldwide destinations
• Sound knowledge of Galileo

Wholesale travel consultant dealing with retail agents and direct clientele. GSA product including Acacia Africa, G Adventures, Exodus, Headwater, Fez Travel.

SKILLS REQUIRED

• Driving new business/follow up bookings post-travel
• Intra-team training
• Training manual creation

Reception duties such as call-backs, resending itineraries, minor seat allocations, updating customer's personal details on main system, wholesale booking administration.

Moved to Rewards after nine months; processing credit card redemptions (Westpac, Macquarie Bank, ANZ), writing training manuals, maintaining rosters.

SKILLS REQUIRED

• Critical eye for detail
• Time management
• Acute business acumen and adherence to procedure
• Report processing
• Payment processing
• B-2-C Communication
• Resolution focused
• Online security maintenance