Kirstie Lee Williams
Wilton
Summary
Knowledgeable Airport Customer/Corporate Travel Agent with background in providing exceptional service to passengers and ensuring smooth airport operations. Consistently recognized for resolving customer issues promptly and maintaining high safety standards. Demonstrated ability to manage stressful situations, complex travel itineraries and communicate effectively with diverse groups.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Corporate Travel Agent
BCD Travel
09.2023 - Current
- Managed assigned sales territory to achieve and exceed sales goals and account acquisition objectives
- Drove brand awareness and promotion to enhance customer experiences and drive sales
- Negotiated contract terms and service agreements to meet sales quotas and adhere to client budget constraints
- Quarterly and annual reviews presented to clients
- Managed and retained a portfolio of clients
- Booked travel for Domestic & International corporate clients
- Booked group travel and VIP’S
- Great understanding on travel documentation such as passports, ESTA’s
- Sabre/CRM & Amadeus
- Managed corporate travel arrangements, optimizing itineraries for efficiency and cost-effectiveness
- Collaborated with clients to understand travel needs and deliver tailored solutions
Office Manager - Covid Position
Urban Land Housing
09.2022 - 09.2023
- Meet & Greet staff members, visitors and suppliers
- Multitask & prioritise answering calls, directing and redirect where needed
- Comply with office policies and procedures
- Manage all stationary supplies
- Controlled office supplies, including placing new orders, monitoring usage, and coordinating regular restocking.
- Supervised front office activities expertly, including accounts payable and receivable, reception, and mail management.
- Completed advanced clerical tasks, including account reconciliation and document management.
- Manage the overall operations of the office on a day-to-day basis
- Assists sales agents, property managers and leadership team in every day needs
- Led administrative team in organizing company events, enhancing employee engagement and communication.
- Streamlined office operations by implementing efficient scheduling and resource allocation processes.
Passenger Service Agent - Domestic Terminal
Virgin Australia
01.2019 - 09.2023
- Deliver a high standard of customer service for all client airlines and ensure all customer service requirements are met in a timely, efficient, and professional manner, at all times.
- Carry out passenger check in duties and other duties commensurate with the passenger service for customer airlines
- Ensure that necessary paperwork is completed on time and that all reporting is completed as per service delivery agreements and company requirements
- Assisting passengers During disrupted or delayed services that require special assistance in wheelchairs to and from aircrafts
- Ensure all procedures are carried out within the regulations as set out by the individual requirements of client airlines
- Build strong working relationships with all Airport Services staff and client airline employees / delegates
- Promote and maintain a positive company image (including grooming, behaviours, and service)
Account Manager/Corporate Travel Agent
BCD Travel
08.2015 - 01.2019
- Managed assigned sales territory to achieve and exceed sales goals and account acquisition objectives
- Drove brand awareness and promotion to enhance customer experiences and drive sales
- Negotiated contract terms and service agreements to meet sales quotas and adhere to client budget constraints
- Quarterly and annual reviews presented to clients
- Managed and retained a portfolio of clients
- Booked travel for corporate clients
- Booked travel for Domestic & International corporate clients
- Booked group travel and VIP’S
- Great understanding on travel documentation such as passports, ESTA’s
Terminal Service Agent - International Terminal
Toll Dnata
01.2012 - 07.2015
- Team Leader (Echo) – Meaning I was responsible and would lead/overlook the terminal agents whilst they checked-in passengers at both the check-in counter and boarding gates
- Was a team leader to assist all team members on the floor throughout processes
- Floor agent for Virgin Atlantic/Air New Zealand/Singapore Airlines
- Resolved customer complaints/concerns
- Resolved customer concerns, including tracing lost, delayed and misdirected baggage
- Helped passengers find designated locations for baggage checking and aircraft boarding
- Kept passengers moving smoothly by using PA system to announce arrivals and departures
- Promote and maintain a positive company image (including grooming, behaviours, and service)
- Carry out passenger check in duties and other duties commensurate with the passenger service for customer airlines
- Ensure that necessary paperwork is completed on time and that all reporting is completed as per service delivery agreements and company requirements
- Check-in passengers at the check in counters
- Assisted passengers to the boarding gates, business lounge
- Worked as part of a team
- High level of customer service skills
Retail Assistant
City Beach
01.2011 - 01.2012
- Built rapport with individual customers, providing honest recommendation
- Handled day-to-day stock replenishment and visual merchandising
- Assisted with customer queries in-store and phone
- Stocktake
- Recorded sales, refunds and exchanges
Education
High School Certificate -
St. Patricks College
Cert III Travel & Tourism
TAFE NSW
Bankstown, NSWSkills
- Strong communication Skills
- Exceptional customer service
- Strong interpersonal skills
- Documentation coordination
- Airline reservation systems proficiency
- Mentoring and training
- High volume environments
- Relationship management
- Travel industry experience
- Multitasking Abilities
- Team player
- Proactive
- Professional
- Flexible
- Positive attitude
Certification
St. Patricks College, Campbelltown – High School Certificate
TAFE NSW, Bankstown - Cert III Travel & Tourism
Timeline
Corporate Travel Agent
BCD Travel
09.2023 - Current
Office Manager - Covid Position
Urban Land Housing
09.2022 - 09.2023
Passenger Service Agent - Domestic Terminal
Virgin Australia
01.2019 - 09.2023
Account Manager/Corporate Travel Agent
BCD Travel
08.2015 - 01.2019
Terminal Service Agent - International Terminal
Toll Dnata
01.2012 - 07.2015
Retail Assistant
City Beach
01.2011 - 01.2012
High School Certificate -
St. Patricks College
Cert III Travel & Tourism
TAFE NSW