KAREN WARD

Key Responsibilities:

• Provided warm, caring, and valuable customer service in both written and verbal communications, consistently promoting Aveo Retirements values.
• Improved conversion rates from enquiry to sales appointments by delivering exceptional service and building strong rapport with customers.
• Maintained up-to-date knowledge of company villages and developments, ensuring accurate and current information was provided to customers.
• Collaborated closely with Sales Managers, Sales Consultants, Marketing Teams, and Village Managers to enhance the customer journey and improve service quality.
• Assisted the marketing and sales teams by managing bookings for promotional events at villages, helping to boost engagement and participation.

Key Achievements:

• Successfully increased enquiry-to-appointment conversion rates through dedicated and personalized customer service.
• Consistently recognized for high customer satisfaction ratings and positive feedback.

• Achieved consistence in fostering business growth by delivering first-rate travel advice and itineraries
• Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings
• Monitored market trends and activities to maintain competitive rates and strategies, increase net revenue
• Positively contributed to business survival during COVID19 with diligence and empathy/ compassion to all stakeholders who's travel plans were cancelled and placed into credit
• Consistently reached out to COVID19 affected clients with updates on refund status and terms and conditions
• Used Microsoft Word and other software tools to create documents and other communications.

• Proven ability to provide customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings
• Travel booking accounting and itinerary creation

• Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments for Backtrack Tours and Peregrine Travel Products
• Maintained energy and enthusiasm in fast-paced environment
• Delivered exceptional level of service to each customer by listening to concerns and answering questions
• Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings

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• Created meet up group for Solo Lady Travellers over 40yrs
• Provided online registration via the Meet Up Platform and Facebook, a calendar of events and created travel opportunities for solo lady travellers
• Maintained up-to-date administrative records to monitor operational conditions
• Exhibited energy and enthusiasm in fast-paced environment to enhance membership and engagement
• Successfully collaborated with Victorian & SA Government bodies adhering to guidelines and safety/ legal requirements to achieve Tour Operator License
• Calendar included weekend getaway's to Sunshine Coast, Sydney, Melbourne, Cabarita Beach, 1month trip to Spain for 13 ladies including walking 140km of the Camino De Santiago De Compostela

• Provided Medical Education Officer comprehensive administrative support to ensure the training and development requirements provided to the Junior Medical Staff were achieved
• Successfully created and transitioned to online medical staff course registration and term assessment process
• Streamlined implementation of office procedures and manuals for the Unit and stakeholders
• Coordinated effective Orientation processes for each new intake of medical staff -4 intakes per year
• Updated and published the operational manual for the Video Conferencing services for the Auditorium at the Royal Children's Hospital
• Facilitated, operated, and maintained the video conferencing equipment used for training purposes and weekly Grand Rounds throughout Queensland Health.