Kylie MacPherson
Paddington,QLD
Summary
Friendly Reservation Agent with proficiency in interacting effectively by telephone with guests of diverse ages, backgrounds and interests. Projects service-mentality with warm, caring attitude while maintaining efficiency and optimizing revenue. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
16
16
years of professional experience
Work History
Reservation Sales Agent
Ansett Airlines
02.1997 - 09.2001
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Arranged for group hotel bookings in collaboration with sales department for weddings and special events.
- 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.
- Experienced and reliable customer service officer with extensive experience providing assistance in a busy call centre setting.
- Strong dedication to helping customers resolve issues and cultivating a positive image of the company.
Reservations Agent/Airport Check-in
Australian Airlines
01.1987 - 02.1997
- Provided customers with information about availability and pricing.
- Resolved various issues and discrepancies for customers.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of products.
- Provided follow through on all calls with confirmations and dissemination of requested information.
- Handled billing information over the phone.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
Receptionist
Delvene Malone Travel
03.1986 - 01.1987
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive first impression.
- Confirmed appointments, communicated with clients and updated client records.
- Answered central telephone system and directed calls accordingly.
- Organised clients visas for overseas destinations
- Co-ordinated courier arrivals and departures
Education
Associate Diploma - Business Travel And Tourism
TAFE QUEENSLAND
SouthBank Campus Qld07.1988
High School Diploma -
Brisbane Girls Grammar School
Brisbane, QLD11.1985
Skills
- Critical Thinking
- Reservation Software
- Service Quality
- Phone Etiquette
- Upselling Proficiency
- Personalized Customer Service
- Objection Handling
- Effective Listening
- Efficient Service
- Upselling Techniques
- Reservation Confirmation
- Conflict Resolution Techniques
Timeline
Reservation Sales Agent
Ansett Airlines
02.1997 - 09.2001
Reservations Agent/Airport Check-in
Australian Airlines
01.1987 - 02.1997
Receptionist
Delvene Malone Travel
03.1986 - 01.1987
Associate Diploma - Business Travel And Tourism
TAFE QUEENSLAND
High School Diploma -
Brisbane Girls Grammar School
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