Jade Illiano-Smith
JANE BROOK
Overview
16
16
years of professional experience
Work History
Accounts Payable / Office admin
SWAT Winery And Vineyard Supplies
04.2021 - 04.2023
- Ordering stock from suppliers using purchase orders
- Receiving stock and inventory
- Customer service and general advice regarding winemaking and product knowledge
- Preparing Invoices and account management using MYOB
- Debt collection
- Replenishing products on shop floor
- Breaking down bulk products for individual sale
- Maintain positive relationships with account holders and customers
- Monthly stock balancing and reconciliations
- Processing payments and POS transactions
- Filing and maintaining supplier records.
Senior Travel Consultant / Team Leader / Assistant Team Leader
Flight Centre Travel Group
05.2010 - 11.2020
- Arranged travel accommodations for groups, couples, executives and special needs clients
- Developed and maintained a loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets
- Conducted research and prepared meticulous travel itineraries complete with pricing, accommodation, airfare, transfer and tour information
- Reached out to airlines, hotels, rental car companies and other services to proactively resolve issues
- Met monthly targets and achieved a minimum of 1.5 million dollars of total sales for 7 consecutive years
- Responded to clients' questions, issues and complaints and implemented appropriate solutions
- Attended various expos and promotional events to gain industry knowledge, updates and increase customers/sales
- Collaborated with industry suppliers to establish rapport and maintain strong professional relationships
- Chased outstanding funds from overdue client invoices and also supplier/wholesaler refunds, payments, commissions etc
- First point of call for emergency customer assistance services
- Lodged international visa applications with foreign consulates
- Lodged medical assessments and travel insurance claims for clients
- Facilitating daily business sales meetings to further coach and develop team members
- Managed administrative functions in the office such as general KPI's, profit and loss reports, bank statements, reconciliations and expense and commission tracking
- Ensured shop front and team presentation was of a high standard
- Attended several various world wide conferences in Asia and Europe
- Handled sensitive personal data with discretion, including credit cards, passport information etc
- Implemented targeted marketing campaigns to further grow client base
- Communicated with clients regarding visa requirements, cultural standards, currency exchange and travel regulations
- Trained and mentored junior consultants to ensure comprehensive knowledge and top-quality customer service
- Managed travel documentation, quote and invoice preparation.
Customer Service Advisor
Apia Insurance Suncorp
08.2009 - 05.2010
- Outbound sales calls to existing clients using Avaya dialling system
- Sold auto, home and contents and travel insurance products to individuals using consultative selling techniques
- Exceeded expectations for meeting targets and KPI's
- Created new business opportunities by upselling additional products and services after identifying customer needs and requirements
- Quoted and calculated premium rates for policies
- Developed strategies for new business
- Provided general insurance advice
- Sought out new clients and developed client relationships through networking, direct referrals, lead databases and cold calling
- Advance questioning and sales techniques
- Complaint handling & resolution
- Assisted policy holders during an emergency crisis
- Lead sales teams Focus & Buzz sessions to increase sales and product knowledge
- Claim lodging
- Develop strategies to overcome objections
- Adhere to & uphold Insurance Act
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques
- Explained advantages, features and disadvantages of various policies to promote sale of plans to boost overall sales.
Duty Manager
The Vine Restaurant
08.2008 - 07.2009
- Greeted new customers, discussed specials, took drink orders and built immediate positive connections with guests
- Supervised dining table set-up following strict service standards
- Carried out complete opening, closing and shift change duties to keep the restaurant working efficiently and teams ready to meet customer needs
- Assigned work tasks and coordinated activities of main dining room staff to provide prompt and effective service to patrons
- Resolved customer complaints to promote long-term loyalty from patrons
- Shared knowledge of menu items and flavours, enabling customers to make personal decisions based on taste and interest
- Monitored dining rooms for seating availability as well as service, safety and well-being of guests
- Upheld high standards of professionalism when dealing with customer issues, supporting serving staff and waiting on tables
- Trained incoming staff on restaurant's practices, culture and procedures to maximise job satisfaction and productivity
- Scheduled numerous reservations and managed seating arrangements simultaneously in the restaurant while maintaining calm, professional demeanor
- Folded napkins and prepared silverware sets to provide adequate supply for the host station.
Assistant Manager
Dorothy Perkins
03.2008 - 08.2008
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly
- Completed seasonal windows, dressed mannequins and arranged in-store displays to showcase available products
- Educated customers on promotions to enhance sales and join reward programs to promote loyalty, satisfaction and sales numbers
- Daily cash reconciliation of 8 registers
- Coached employees and trained on methods for handling various aspects of sales
- Increased sales by offering advice on purchases and promoting additional products
- Set and updated weekly work rosters to meet coverage demands considering factors like expected customers during promotions
- Trained new associates on cash register operations including opening of store, conducting customer transactions and balancing the cash drawers
- Prepared interesting and innovative visual displays to grab customer interest and promote sales
- Updated pricing and signage to complete product displays and educate customers
- Educated staff about coordinating clothing racks and related displays to boost effectiveness of promotions
- Monitored and replenished display inventory and restructured according to available stock
- Structured daily floor plan.
Assistant Manager
Crossroads, Specialty Fashion Group
03.2007 - 03.2008
- Opened and closed the store independently and prepared nightly bank reconciliation
- Stocked merchandise each day, arranging according to size and preparing attractive displays
- Greeted customers and helped with product questions, selections, and purchases
- Offered advice on purchases and promoted additional products
- Managed efficient cash register operations, including scanning items, processing payments and issuing receipts
- Managed promotional in-store signage and displays and re-stocked merchandise from returns or dressing rooms
- Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance
- Opened and merchandised new products in visually appealing and organized displays for optimal sales promotions
- Assisted customers with locating and choosing merchandise in any store department.
Skills
- Time management
- Highly organised
- Customer service
- Client management and invoice processing
- Problem solving
- Communication
- Attention to detail
- Active listening
- Computer skills
Qualifications Education
- Certificate IV Travel and Tourism - Franklyn Scholar - 2015
- Certificate IV in Leadership and Management - Franklyn Scholar - 2013
- Certificate III in Tourism - Franklyn Scholar - 2011
- Certificate III Financial Services - 2009
- Certificate II in Visual Merchandising - 2007
- RSA certificate - 2007
- Certificate III in Hospitality - 2003
- Certificate II in Business - 2003
- Certificate II in Tourism - 2003
References
- Jessica Preiato-Donnelly, 0429944668
- John Battistessa, 0437787583
- Belinda Johnston, 0403834563
Timeline
Accounts Payable / Office admin
SWAT Winery And Vineyard Supplies
04.2021 - 04.2023
Senior Travel Consultant / Team Leader / Assistant Team Leader
Flight Centre Travel Group
05.2010 - 11.2020
Customer Service Advisor
Apia Insurance Suncorp
08.2009 - 05.2010
Duty Manager
The Vine Restaurant
08.2008 - 07.2009
Assistant Manager
Dorothy Perkins
03.2008 - 08.2008
Assistant Manager
Crossroads, Specialty Fashion Group
03.2007 - 03.2008
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