Katrina Thoroughgood
Mount Cotton,QLD
Summary
Results-driven technology professional with extensive experience across diverse airline portfolios, demonstrating a strong aptitude for strategic planning and vendor management. Expertise in fostering team collaboration and steering projects to successful completion, ensuring alignment with organisational goals. Proven ability to excel in fast-paced environments while driving technological advancements that enhance operational efficiency and service delivery. Committed to leveraging innovative solutions to meet evolving industry challenges and contribute to overall business success.
Overview
21
21
years of professional experience
Work History
Leader, Loyalty Airline Partner Operations
Virgin Australia Airlines
02.2019 - Current
- Establish and manage Earn, Burn & HVG operations with Velocity’s 16 airline partners.
- Design and deliver new Velocity operational changes and transformational capability.
- Provide SME functional and systems knowledge for Velocity and group initiatives ensuring that impact to Velocity systems is understood.
- Foster a high-performing team culture, prioritising collaboration, skill development, and operational excellence.
- Build and maintain strong relationships with relevant major software vendors including Sabre and Amadeus.
- Manage the relationship with the Virgin Australia IT department and broader Commercial team including Airline Loyalty, Airline Partnerships, Digital, Marketing, Sales and Revenue Management.
- Drive capability uplift and continuous improvement to improve the Member Experience and decrease manual effort.
Leader, GCC Projects and Communications
Virgin Australia Airlines
01.2018 - 01.2019
- Managed end-to-end delivery of strategic projects and change initiatives across GCC operations in Brisbane and the Philippines, ensuring alignment with business goals.
- Empowered team members to lead initiatives confidently, ensuring successful delivery within defined scope, timelines, and budget.
- Acted as GCC representative on the Crisis Management Team (CMT) during CERP activities, facilitating coordinated responses and strategic decision-making.
- Partnered with senior leadership to drive cost reduction, revenue growth, and KPI achievement through workflow optimisation, stakeholder engagement, and clear communication of change impacts.
GCC Projects Consultant
Virgin Australia Airlines
07.2013 - 01.2018
- Provided expert input on new system features and enhancements, ensuring alignment with GCC operational needs and improved user experience.
- Led end-to-end testing and deployment activities, including test case design, regression testing, defect management, and system rollouts.
- Delivered process improvements across GCC and Sabre systems, reducing call handling time and enhancing efficiency through automation and optimisation.
- Partnered with stakeholders to review BRDs, assess impacts, and ensure projects were delivered on time and within budget while maintaining operational continuity.
Business Improvement Consultant
UNIFY Program (GCC SME)
04.2012 - 07.2013
- Supported Blue Holidays, Online Guest Services, and GCC Quality teams in transitioning to the Sabre PSS platform, ensuring system and operational readiness.
- Scoped and documented detailed business requirements and processes to ensure core functionality was delivered within Sabre systems.
- Conducted new feature testing throughout program phases, including cutover and post-cutover support.
- Diagnosed post-cutover errors and performed queue analysis to identify root causes, recommending queue consolidation and automation strategies to reduce costs and FTE.
- Delivered all program milestones on time despite high-volume deliverables across three portfolios and aggressive deadlines.
Business Improvement Consultant
Blue Holidays
05.2010 - 04.2012
- Led end-to-end change management initiatives, including stakeholder engagement, testing, process development, documentation, and agent training to support seamless transitions.
- Provided operational support including call quality assurance, agent coaching, and CERP management to maintain service excellence.
- Triaged system issues, raised defect reports, and supported Travel Booster upgrades through UAT testing, vendor collaboration, and enhancement identification.
- Led continuous improvement initiatives to streamline manual processes and enhance system efficiency.
Priority Assistant Desk Agent
Blue Holidays
04.2008 - 05.2010
- Ensured accuracy and compliance through quality assurance of online and contact centre bookings.
- Managed third-party supplier reservations, coordinating end-to-end booking and servicing processes.
- Management of internal and external email inboxes for Blue Holidays, ensuring timely responses and issue resolution.
- Delivered process and systems support to agents, improving efficiency and service quality.
Guest Contact Centre Agent
Virgin Australia
08.2007 - 04.2008
- Assisted with general enquiries, new bookings, exchanges, and refunds, ensuring accuracy and efficiency.
- Managed schedule changes and disruption scenarios providing customer-focused solutions.
- Supported service recovery efforts by resolving issues promptly and maintaining customer satisfaction.
Event Coordinator
Activities Unlimited
04.2005 - 04.2007
- Designed and executed corporate event themes and team-building activities aligned with client objectives and budget.
- Coordinated logistics and on-site management for events, ensuring seamless execution from planning to completion.
- Managed accounts payable, receivable and company payroll.
Education
Certificate I - Adventure Tourism
Waiariki Institute of Technology
Rotorua, New Zealand12-1995
Skills
- In-depth knowledge of Velocity Airline Partner operational systems
- Experienced in leading complex technology and operational initiatives
- Proven ability to establish and lead high-performing teams using Agile and Scrum methodology
- Focused on driving efficiency through innovation, process re-engineering, and adoption of intelligent automation solutions
- Experienced in building and maintaining stakeholder and vendor relationships
Accomplishments
- Delivered new end-to-end High Value Guest Automation solutions.
- Supported the successful implementation of transformational loyalty initiatives in parallel with BAU operations (ALMS & LPMS).
- Built and led a high-performing Airline Partner Operations team by integrating top talent from across the business.
- Achieved Guest Contact Centre FTE reduction and cost savings by initiating the GCC Sabre Queue Automation initiative.
- Supported the successful delivery of the Sabre migration project as an Interact SME for GCC & VA Holidays managing complex servicing, empowerment policies & procedures, reporting and queue management.
Timeline
Leader, Loyalty Airline Partner Operations
Virgin Australia Airlines
02.2019 - Current
Leader, GCC Projects and Communications
Virgin Australia Airlines
01.2018 - 01.2019
GCC Projects Consultant
Virgin Australia Airlines
07.2013 - 01.2018
Business Improvement Consultant
UNIFY Program (GCC SME)
04.2012 - 07.2013
Business Improvement Consultant
Blue Holidays
05.2010 - 04.2012
Priority Assistant Desk Agent
Blue Holidays
04.2008 - 05.2010
Guest Contact Centre Agent
Virgin Australia
08.2007 - 04.2008
Event Coordinator
Activities Unlimited
04.2005 - 04.2007
Certificate I - Adventure Tourism
Waiariki Institute of Technology