Accomplished professional with expertise in account management and partnership development, skilled in enhancing client relationships and driving business growth. Proven ability to lead teams and streamline operations with critical thinking and problem-solving acumen.
Hi, I’m
Grainge Phillips
Career Transition
Summary
Overview
16
years of professional experience
Work History
Career Break
Health and Wellbeing
12.2024 - Current
Job overview
- Engaged in ongoing education to deepen practical skills, and expand career horizons.
- Leveraged operational expertise to align resources, vendors, and timelines for seamless execution.
- Organized extracurricular activities that fostered teamwork, leadership skills, and personal growth.
- Actively building ties with community-focused providers, and exploring opportunities to contribute meaningfully.
Convert Digital
Senior Account Manager
10.2020 - 12.2024
Job overview
- Increased revenue for the company through strategic upselling and cross-selling initiatives.
- Achieved or exceeded company-defined sales quotas.
- Mentored junior account managers, fostering their professional growth and skills development within the company.
- Delivered sales presentations and pitches to clients, upper management and junior sales associates for demonstration.
- Boosted client satisfaction by effectively managing and resolving account issues.
- Sold new products and services and developed new accounts to maximize revenue potential.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
Alpine Spirit Coaches
Operations Manager
12.2019 - 09.2020
Job overview
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Developed and maintained relationships with external vendors and suppliers.
Luxury Escapes
Customer Service Team Leader
08.2019 - 12.2019
Job overview
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
- Achieved high levels of customer satisfaction with timely problem resolution and effective communication.
- Reduced average call handling time by introducing effective communication techniques, allowing for more customer interactions.
Localing Private Tours
Tour Host
11.2018 - 08.2019
Job overview
- Ensured timely departures and arrivals by strictly adhering to schedules while remaining flexible enough to accommodate unforeseen circumstances or special requests from guests.
- Provided exceptional customer service by attentively listening to guest needs and promptly addressing any concerns or issues.
- Collaborated with local businesses to include exclusive stops on tours, enhancing guests' experiences and supporting community.
- Elevated tour group satisfaction, tailoring each tour to meet diverse interests and accessibility needs.
- Boosted online reviews and ratings by consistently delivering exceptional tour experiences.
Career Break
Personal Growth
04.2018 - 11.2018
Job overview
- Completed six months of full-time study to refresh foundational knowledge and explore new careers.
- Demonstrated initiative and adaptability by re-engaging with structured learning after a period in operations.
- Balanced academic focus with personal growth, and used the break to reassess long-term goals and align future career steps with evolving interests and values.
Gate 1 Travel
Product and Operations Manager - Oceania
09.2017 - 04.2018
Job overview
- Negotiated with vendors for cost-effective solutions, improving product margins without compromising quality.
- Maintained positive vendor relations to build strong partnerships.
- Developed product documentation to communicate upcoming features and products to internal teams.
- Facilitated partnerships with key stakeholders to expand product reach and enhance value proposition.
G Adventures
Operations Supervisor - Oceania
11.2015 - 05.2017
Job overview
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
- Contributed to long-term strategic planning discussions within the leadership team to help shape the future direction for the business.
- Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
Sundowners Overland
Ground Operations Manager
01.2014 - 10.2015
Job overview
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer satisfaction.
- Increased profit by streamlining operations.
- Negotiated contracts and SLAs with local partners to ensure profitable commercial results.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
Sundowners Overland
Travel Advisor
01.2013 - 12.2014
Job overview
- Enhanced client satisfaction by providing personalized travel recommendations and itineraries.
- Booked transportation using booking engines and Sabre GDS, made hotel reservations and collected payments to optimize trip planning.
- Responded promptly to client calls and emails requesting new travel arrangements or changes to existing itineraries to provide optimal customer service.
Top Deck Travel
Tour Leader
04.2011 - 11.2012
Job overview
- Entertained tour guests with various props and signs for maximum engagement, fun, and lasting memories.
- Ensured timely communication with clients before, during, and after tours to address any questions or concerns they had.
- Regularly reviewed feedback from clients and incorporated suggestions into future tours for continuous improvement of offerings.
Adventure Tours Australia
Tour Guide
03.2010 - 12.2010
Job overview
- Facilitated memorable experiences for diverse groups by tailoring presentations to cater to different age groups, cultural backgrounds, and language abilities.
- Received numerous positive reviews from clients, reflecting strong communication skills and in-depth knowledge of tour subjects.
- Increased customer satisfaction through attentive listening and personalized tour adjustments based on group interests.
Flight Centre
International Retail Consultant
08.2009 - 03.2010
Job overview
- Increased sales revenue by effectively upselling and cross-selling retail products to customers.
- Boosted customer satisfaction by providing personalized product recommendations and tailored solutions.
- Quickly responded to inquiries from customers via phone or email, providing them with accurate product information and expert advice.
Education
Eco Tourism AustraliaDarwin
Certificate III from Travel and Tourism
01.2010
University Overview
Jetset Training CollegeMelbourne
Certificate III from Travel and Tourism
01.2006
University Overview
Skills
Exceptional communication
Timeline
Health and Wellbeing
Career Break
12.2024 - Current
Senior Account Manager
Convert Digital
10.2020 - 12.2024
Operations Manager
Alpine Spirit Coaches
12.2019 - 09.2020
Customer Service Team Leader
Luxury Escapes
08.2019 - 12.2019
Tour Host
Localing Private Tours
11.2018 - 08.2019
Personal Growth
Career Break
04.2018 - 11.2018
Product and Operations Manager - Oceania
Gate 1 Travel
09.2017 - 04.2018
Operations Supervisor - Oceania
G Adventures
11.2015 - 05.2017
Ground Operations Manager
Sundowners Overland
01.2014 - 10.2015
Travel Advisor
Sundowners Overland
01.2013 - 12.2014
Tour Leader
Top Deck Travel
04.2011 - 11.2012
Tour Guide
Adventure Tours Australia
03.2010 - 12.2010
International Retail Consultant
Flight Centre
08.2009 - 03.2010
Eco Tourism Australia
Certificate III from Travel and Tourism
Jetset Training College
Certificate III from Travel and Tourism
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