Summary
Overview
Work History
Education
Skills
Languages
References
Timeline
Generic

Kathy Mclaren

Bundall,QLD

Summary

Highly organized and detail-oriented professional with strong work ethic and dedication to achieving goals. Skilled at developing and maintaining documentation systems, managing calendars and preparing reports. Knowledgeable in project management principles, business processes and customer service best practices. Self-motivated Coordinator who brings proven leadership, organizational and customer relations skills. Independently solves problems and keeps teams on task to handle diverse business requirements. History retaining clients and talented staff.

Overview

31
31
years of professional experience

Work History

Helpline Coordinator

St Vincent De Paul
02.2018 - Current
  • Coached employees through day-to-day work and complex problems.
  • Entered data, generated reports, and produced tracking documents.
  • Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
  • Evaluated operational practices and identified improvement opportunities to develop revisions for systems and procedures.
  • Resolved complaints and issues through active listening and open-ended questioning, escalating major problems to manager.
  • Hired, managed, developed and trained staff and volunteers, established and monitored goals.
  • Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
  • Improved customer satisfaction through application of superior conflict resolution and problem-solving skills.
  • Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
  • Liaised with Conference members and Presidents to ensure a smooth handover for best Companion experience.

Reservations Agent

Mantra Group
01.2015 - 01.2018
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Provided customers with information about availability and pricing.
  • Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
  • Resolved various issues and discrepancies for customers.

Travel Call Centre Manager

Upngo Travel
Varsity Lakes, Queensland
03.2012 - 01.2015
  • Skilled at working independently and collaboratively in a team environment.
  • Self-motivated, with a strong sense of personal responsibility.
  • Proven ability to learn quickly and adapt to new situations.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Recruited and trained new staff members
  • Exceeded sales targets and KPIs

Property Manager and Sales Agent

Century 21
07.2004 - 12.2012
  • Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
  • Completed final move-out walk-throughs with tenants to identify required repairs.
  • Maintained original leases and renewal documents in digital and hardcopy format for property management office.
  • Introduced prospective tenants to types of units available and performed tours of premises.
  • Maintained operational facilities attractive to potential tenants by organizing regular maintenance, major repairs, and capital improvement projects.

Travel Consultant & Recruitment and Training

Flight Centre
10.1992 - 05.2002
  • Worked closely with clients to understand unique needs and meet specific travel desires.
  • Organised trips for individual, family and business travellers.
  • Handled sensitive information with professionalism and discretion.
  • Advised clients on visa, passport and security requirements relating to destinations and confirmed flight details for each reservation.
  • Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations.
  • Trained new staff and administrative support on customer service, recordkeeping and travel planning procedures.

Education

Real Estate Salesperson Licence - Real Estate

TAFE Queensland
Ashmore, QLD
04.2014

Certificate IV in Workplace Training - Training People in Their Workplace

TAFE Queensland
Ashmore, QLD
01.1998

Travel & Tourism Diploma - Tourism And Travel Management

Australian Business College
Perth
11.1992

Skills

  • Staff Supervision
  • Administrative Leadership
  • Recordkeeping
  • Information Collection
  • Staff Management
  • Customer Service
  • Process Improvement
  • Training and Development
  • Conflict Resolution
  • Problem Solving

Languages

Indonesian
Limited Working

References

Tanya Mahoney - Administration Manager St Vincent De Paul

Phone - 0403 871 351

Email - tanya.mahoney@svdpqld.org.au

Sandy Murray - SM Properties & Investments Pty Ltd (Owner) Previous owner of Century 21 Surfers Paradise

Phone - 0412 769 608

Email - sandy@smproperties.com.au

Barry Litfin - Vice President South Coast Diocese

Phone - 0417 733 193

Email - Barry.Litfin@svdpqld.org.au

Timeline

Helpline Coordinator

St Vincent De Paul
02.2018 - Current

Reservations Agent

Mantra Group
01.2015 - 01.2018

Travel Call Centre Manager

Upngo Travel
03.2012 - 01.2015

Property Manager and Sales Agent

Century 21
07.2004 - 12.2012

Travel Consultant & Recruitment and Training

Flight Centre
10.1992 - 05.2002

Real Estate Salesperson Licence - Real Estate

TAFE Queensland

Certificate IV in Workplace Training - Training People in Their Workplace

TAFE Queensland

Travel & Tourism Diploma - Tourism And Travel Management

Australian Business College

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