Kirsty Moss
Razorback
Summary
Proven leader with extensive experience at Flight Centre Travel Group, adept in strategic planning and staff development. Excels in motivating teams and leveraging data analytics for continuous improvement, achieving significant enhancements in employee satisfaction and operational efficiency. Demonstrates exceptional coaching abilities and financial acumen, driving business growth and fostering a culture of excellence.
Overview
27
27
years of professional experience
Work History
People and Culture Leader
Vision Security Solutions Australia
03.2018 - Current
- Conducted thorough job analyses, creating accurate job descriptions to attract qualified candidates.
- Monitored HR metrics such as employee satisfaction scores, identifying areas for improvement through data-driven insights.
- Implemented performance management systems for better alignment with organizational goals and individual growth.
- Oversaw recruitment efforts, streamlining the hiring process and improving time-to-fill metrics.
- Assisted in developing compensation structures, ensuring competitive pay across all roles within the organization.
- Coordinated employee recognition events to celebrate accomplishments and boost morale.
- Ensured compliance with labor laws and regulations through ongoing policy review and updates as needed.
- Provided coaching and guidance to managers on employee relations issues, reducing conflicts while maintaining positive working relationships.
- Partnered with management teams to identify talent gaps and develop strategies for workforce planning.
- Administered annual performance reviews process effectively leading to better goal-setting practices among staff members.
- Facilitated open communication channels between employees and leadership, fostering a supportive work environment.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
Regional Manager Job Share
Flight Centre Travel Group
01.2017 - 01.2018
- As Above, Plus:
- Enhanced team performance by providing regular coaching, training, and performance feedback to staff members.
- Collaborated with executive leadership to establish long-term objectives, drive growth initiatives, and align regional efforts with corporate goals.
- Increased customer satisfaction with timely resolution of escalated issues and proactive communication on product updates.
- Promoted a culture of continuous improvement through ongoing process reviews, employee engagement initiatives, and open channels of communication.
- Mentored and developed high-potential employees for leadership roles through individualized career development plans and opportunities for growth.
- Developed and executed successful business plans that resulted in improved market share and profitability within the region.
Area Leader
Flight Centre Travel Group
07.2008 - 01.2017
- As Above, Plus:
- Led training initiatives for new hires, contributing to their rapid integration into the team environment.
- Continually assessed risks associated with business operations, taking proactive measures to mitigate potential impact on company goals.
- Established strong relationships with clients by maintaining open lines of communication and promptly addressing any issues that arose.
- Fostered an inclusive work culture where diverse perspectives were valued, promoting greater innovation among team members.
- Promoted branch profitability and sales goal achievement by establishing rigorous daily, weekly and monthly targets.
- Engaged in customer journey, coaching associates in upholding company values and supporting individualized product selection experience.
- Boosted customer satisfaction by addressing concerns promptly and implementing corrective actions as needed.
- Mentored junior staff members for professional growth and skill development, fostering a positive work environment.
- Enhanced team collaboration with regular meetings, progress updates, and constructive feedback sessions.
- Achieved increased productivity by establishing effective communication channels within the team.
- Evaluated employee performance, providing actionable feedback and opportunities for growth.
Team Leader
Flight Centre Travel Group
Narellan, NSW
02.2003 - 06.2007
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
Travel Consultant
Flight Centre Travel Group
07.2000 - 02.2003
- Built strong relationships with clients through exceptional communication and personalized service.
- Organized trips for individual, family and business travelers.
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Maintained accurate records of bookings, payments, and client information for smooth operations and future reference.
- Managed complex itineraries for multi-city trips, balancing client preferences with logistical constraints.
- Assisted clients in navigating visa requirements and other travel documentation, minimizing potential issues during their trips.
- Enhanced customer satisfaction by tailoring travel packages to individual preferences and needs.
- Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations.
- Handled sensitive information with professionalism and discretion.
- Continuously sought opportunities for professional development by attending industry conferences, webinars, and training sessions to stay current on the latest trends in travel.
- Mentored junior consultants on best practices in the industry while fostering a collaborative work environment.
- Collaborated with team members to optimize travel recommendations and share industry knowledge.
- Advised clients on visa, passport and security requirements relating to destinations and confirmed flight details for each reservation.
- Trained new staff and administrative support on customer service, recordkeeping and travel planning procedures.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
Accounts Clerk
ING
01.1998 - 07.2000
- Set up and updated Excel spreadsheets to track financial data.
- Input financial data and produced reports using Software.
- Assessed data and information to verify entry, calculation, and billing code accuracy.
- Completed accurate bank reconciliations, identifying errors and rectifying any discrepancies promptly.
Education
Macquarie Fields High School
Macquarie Fields, NSW12.1996
Skills
- Motivating Teams
- Influencing Others
- Continuous improvements
- Coaching abilities
- Visionary Thinking
- Recruitment and hiring
- Expense Control
- Financial Acumen
- Goal-Oriented
- Training and mentoring
- Complex Problem-Solving
- Strategic Planning
- Staff Management
- Operations Management
- Processes and procedures
- Staff Development
- Process Monitoring and Improvement
- Employee Motivation
- Expectation setting
- Business Administration
- Data Analytics
- Excellent Communication
- Teamwork and Collaboration
- Attention to Detail
- Relationship Building
- Multitasking
- Organizational Skills
- Problem-Solving
- Decision-Making
- Written Communication
- Time Management
- Active Listening
- Analytical Thinking
Timeline
People and Culture Leader
Vision Security Solutions Australia
03.2018 - Current
Regional Manager Job Share
Flight Centre Travel Group
01.2017 - 01.2018
Area Leader
Flight Centre Travel Group
07.2008 - 01.2017
Team Leader
Flight Centre Travel Group
02.2003 - 06.2007
Travel Consultant
Flight Centre Travel Group
07.2000 - 02.2003
Accounts Clerk
ING
01.1998 - 07.2000
Macquarie Fields High School