Joel De Bruin

• Streamlined booking processes for increased efficiency, implementing a user-friendly online reservation system.
• Negotiated competitive rates with vendors to provide cost-effective travel options for clients.
• Developed tailored travel packages for corporate clients, resulting in repeat business and client satisfaction.
• Managed budgets and monitored expenses to ensure financial objectives were met consistently across all bookings.
• Established strong relationships with industry partners, leading to exclusive deals and offers for clients.
• Implemented effective communication strategies, providing timely updates on itineraries and changes to clients.
• Conducted regular market research to stay informed on emerging trends and offered innovative solutions accordingly.
• Resolved unforeseen issues during trips swiftly, minimizing disruption and maintaining client satisfaction levels high.
• Collaborated with cross-functional teams to provide seamless support throughout the entire itinerary planning process.
• Fostered a culture of continuous learning within the team by offering regular training sessions on topics such as new technology adoption.
• Generated travel-related reports for clients to facilitate decision-making.
• Promoted dedicated customer service and support by promptly resolving customer complaints.

• Implemented and maintained COVID-19 management guidelines and office safety plans
• Worked with manager to identify and implement a COVID-19 refund strategy for all affected customers and reservations
• Extensive training on new systems allowing for streamlined customer refunds
• Implemented new KPIs around customer refund cases
• Maintained two store's data bases
• Systematically worked each refund case to identify outstanding refund options
• Continual and evolving understanding of relevant supplier updates, third party policies and changing government mandates
• Extensive conflict resolution exposure
• Effective remote communication - Zoom, MS Teams and home usage

• Mentored a 10 member sales team in applying effective sales techniques and delivering top-notch customer service
• Trained team members in successful strategies to meet operational and sales targets - KPI based
• Coached team on effective upselling and cross-selling methods
• Conducted daily staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals
• Managed the weekly sales trainings to maintain a high sales culture
• Attended monthly sales meetings and reported pertinent information to employees
• Performed monthly sales reviews and implemented training strategies for each consultant - Bi-monthly follow up meetings to track progress and redirect if required
• Responsible for daily reconciling of accounts, ledgers, and balance sheets
• Responsible for weekly reconciliation of third party supplier statements
• Performed all end of month accounting and reconciling
• Solely responsible for updating profit model and driving sales based on percentage to monthly targets

• Extensive needs based selling knowledge
• Maintained excellent customer service in high paced sales environment
• Consistently met customer response timeframes
• Daily, weekly and monthly KPI targets consistently achieved
• Consistently exceeded performance based sales incentives
• Rapport building - curating a strong working relationship with customers, wholesalers and third parties
• Strong time management skills
• Strong technological skills and system competencies
• Effective communication - verbal, written and technological
• Successful accreditation of industry specific trainings:

- Privacy and Data Protection

- Australian Competition and Consumer Law (ACCC)

- Ethical Business Practices and Code of Conduct

- Financial Servies Guide - legal and compliance trainings for Insurance and Interest free products - Humm90

- Work Health and Safety

• Managed the logistics of a Europcar fleet of 19+ vehicles
• Ensured on-site stock levels were sufficient and organised all car relocations
• Ensured all vehicles regularly underwent maintenance checks and arranged any servicing
• Managed quality assurance systems, including on-site evaluations, internal audits and customer surveys
• Ensured all mandatory compliance modules were completed and the agency met all regulated legislation guidelines
• Ensure all front-line staff were accredited, and all training complete within designated time frames
• Utilised needs based selling techniques to achieve sales targets
• Mentor front-line staff in sales techniques and assist in reaching team sales targets
• Responded to customer calls within two hours to swiftly resolve issues and answer questions
• Maintain a high customer service level

• Served customers and upheld a high level of customer service
• Used POS system
• Operated cash register for cash, check and credit card transactions with excellent accuracy levels
• Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies
• Completed inventory counts and ordered stock
• Performed regular stock take
• Checked identification for proof-of-age tobacco sales
• Ensure workspace was clean and adhered to work safety regulations