Kirsten Smith
Penrith,NSW
Summary
Experienced Customer Service Representative with nine years of experience working in busy, fast-paced environments. Committed to delivering quality service and unparalleled support.
Overview
9
9
years of professional experience
Work History
Team Leader – Corporate Accounts & Student Services
Australian Training Institute
02.2021 - Current
- Manage corporate client accounts & relationships
- Develop training manuals & train new staff
- Lead & provide ongoing support to administration staff
- Organising staff rosters, meetings & trainer calendars
- Handle customer complaints.
Administration Officer
Australian Training Institute
02.2021 - 01.2022
- Handling phone & online enquiries for public courses
- Assisting team leader/management with additional tasks.
Reservations Team Leader
DriveAway Holidays
02.2018 - 02.2021
- Supporting reservation & online consultants
- Conducted employee training & staff appraisals
- Problem solving (on-rent high pressure situations & complaints)
- Manage relationships with internal & external stakeholders
- Daily Reporting to management in the AU & US office.
Confirmation Support Agent
DriveAway Holidays
01.2017 - 02.2018
- Communicating with suppliers to confirm special requests
- Crosschecking reservations work & detecting errors
- Problem Solving (Before Collection Issues)
- Assisting Team Leaders with additional tasks.
Reservations Support Agent
DriveAway Holidays
09.2015 - 01.2017
- Handling online enquiries & inbound calls from direct clients & travel agents
- Processing quotes & bookings.
Education
Diploma of Tourism -
TAFE NSW
01.2015
Certificate’s II and III – Travel -
TAFE NSW
01.2014
High School Certificate -
Hills Sports High School
01.2014
Skills
- Strong Leadership
- Problem Solving Abilities
- Effective Communication
- Critical Thinking
- Time Management
- Adaptability
References
Available upon request
Timeline
Team Leader – Corporate Accounts & Student Services
Australian Training Institute
02.2021 - Current
Administration Officer
Australian Training Institute
02.2021 - 01.2022
Reservations Team Leader
DriveAway Holidays
02.2018 - 02.2021
Confirmation Support Agent
DriveAway Holidays
01.2017 - 02.2018
Reservations Support Agent
DriveAway Holidays
09.2015 - 01.2017
Diploma of Tourism -
TAFE NSW
Certificate’s II and III – Travel -
TAFE NSW
High School Certificate -
Hills Sports High School