Jess Benson - Waters
Highton,Vic
Summary
Adept at complex problem-solving and time management, enhanced customer satisfaction and team productivity at Flight Centre Travel Group and other leading companies. By mentoring staff and a high focus on the customer experience I significantly improved client retention, achieved sales targets and operational efficiency, showcasing exceptional customer service, business acumen and work ethic.
Overview
20
20
years of professional experience
Work History
Senior Travel Consultant
Helloworld
01.2023 - 09.2024
- Managed accounts, ensuring seamless coordination of complex international itineraries for VIP clientele.
- Delivered exceptional service through prompt responses to customer inquiries via phone, email, or walk in to the office.
- Increased client satisfaction by providing personalised travel recommendations and itinerary planning.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
- Assisted clients with flight changes and cancellations to minimize travel disruptions.
- Resolved customer issues effectively, maintaining a positive reputation for the company within the highly competitive travel market.
Customer Experience Team Leader
Plum Trade Services
10.2021 - 04.2022
- Evaluated customer needs and feedback to drive product and service improvements.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Collaborated with all department leaders to establish shared goals and ensure alignment across teams.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics throughout entire business.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Evaluated staff performance and provided coaching to address inefficiencies.
Customer Service Officer
Services Australia
04.2021 - 09.2021
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns..
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Responded proactively and positively to rapid change.
- Assisted call-in customers with questions and orders.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Team Leader/Senior Travel Sales Consultant
Flight Centre Travel Group
02.2007 - 11.2017
- Delivering full and consistent services to ensure strong customer satisfaction.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Assisted clients with travel emergencies or last-minute changes by efficiently coordinating alternative arrangements with minimal disruption.
- Increased client satisfaction by implementing personalized travel itineraries tailored to individual preferences and needs.
- Managed a team of travel agents, providing guidance and support to ensure high-quality customer service.
- Oversaw daily operations of the agency, ensuring smooth functioning across all departments while maintaining strict compliance with industry regulations.
International Travel Consultant
Jetset Travel Group
09.2004 - 02.2007
- Coordinated both international and domestic travel accommodations for customers, arranging for airfare, hotel and rental car reservations.
- Asked open-ended questions to better ascertain client needs and determine best international travel offerings.
- Conducted comprehensive research on various destinations to create informative itineraries for clients'' trips abroad.
- Optimised internal systems for better organization of client files resulting in an improved workflow for staff members.
- Maintained exceptional client retention rates by prioritizing customer satisfaction and offering ongoing support during trips.
Education
Certificate III Travel & Tourism - Tourism And Travel Management
Jetset Training College
Melbourne, VIC07-2004
Skills
- Time management mastery
- Exceptional customer service
- Business Acumen
- Complex Problem-Solving
- Training and mentoring
Additional Information
Gaps in employment between 2017 and 2022 are due to maternity leave periods.
Accomplishments
Global Sales Award - Flight Centre Travel Group -
Barcelona 2009
Top 10 booking agent at Flight Centre 2007 - 2017 due to exceptional service and customer relationship building skills.
Achieved multiple top store profits at Flight Centre 2007 - 2017 through leading by example, a high focus on customer satisfaction and supporting the team to achieve desired goals.
references
Dana Briggs
Company Director / previous Human Resources Manager at Plum Trade Services
0411 151 143
Rachel Kingswell
General Manager Travel Associates (section of Flight Centre Travel Group)
0412 028 665
Timeline
Senior Travel Consultant
Helloworld
01.2023 - 09.2024
Customer Experience Team Leader
Plum Trade Services
10.2021 - 04.2022
Customer Service Officer
Services Australia
04.2021 - 09.2021
Team Leader/Senior Travel Sales Consultant
Flight Centre Travel Group
02.2007 - 11.2017
International Travel Consultant
Jetset Travel Group
09.2004 - 02.2007
Certificate III Travel & Tourism - Tourism And Travel Management
Jetset Training College
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