LAURA EADY
Mordialloc,Australia
Summary
Dedicated and personable customer service professional with over 15 years of experience delivering exceptional support in dynamic environments. Expertise in managing customer inquiries, efficiently resolving issues, and fostering strong relationships that enhance satisfaction and retention. Recognized for outstanding communication skills, effective problem-solving abilities, and a calm, empathetic demeanor in every interaction. Proficient in CRM systems with a strong commitment to continuous improvement and contributing to team success.
Overview
21
21
years of professional experience
Work History
Product Coordinator
ATG Travel
05.2024 - Current
- Monthly sales and feedback reporting
- Management of Inbox
- Coordinating travel products and services
- Work closely with various internal stakeholders including sales, marketing, yield, pricing, reservations, creative and web teams to ensure travel offerings are well managed, meet customers needs and are profitable
- Researching and developing new products
- Negotiating with suppliers
- Managing product data
- Ensuring quality and customer satisfaction
Client Services Manager
Microflite Aviation
01.2023 - 05.2024
- Supervision and active day to day management of the reservations, reception, and hosting personnel, including rostering, performance management, leave management, after-hours coverage, and training
- Management of company client facing email accounts
- Management of products and services in software systems
- Supporting the team in the creation of quotes for custom charter, VIP bookings, large group requests, and major events
- Assisting with the development of new products, services, and pricing models
- Management of company client facing lounge facilities, ensuring quality oversight
- Demonstrating outstanding customer service standards at all times
- Compiling and tracking rates and discounts
- Assisting with the management of client issues and complaints
- Ensuring all reporting personnel have completed all company induction and ongoing training
- Facilitating clear and effective communication across all business functions
- Obtaining and recording feedback from customers and suppliers
- Providing assistance to the General Manager – Operations as required
Cabin Crew / Cabin Manager
Virgin Australia Airlines
07.2016 - 01.2023
- Work in consultation with Leader Crew Culture to manage cabin crew performance
- Lead and manage a team
- Support and mentor Cabin Crew through different stages of their career
- Assist with the company's direction and vision
- Support service, quality and safety outcomes including the monitoring of relevant service, quality and safety activities and processes to ensure ongoing compliance with all regulatory requirements, organisational standards, and approved procedures
- Ensure integrity of the company's policies and procedures on service standards, cabin safety, code of conduct etc. are always maintained
- Lead and support the team during a crisis or other disruption
- Ensure systems and protocols in place to support the needs and well-being of all cabin crew during crisis situations
- Offer exceptional customer service
- Follow all service standards as per standard operating procedures
Private Groups Travel Consultant
Peregrine Adventures/Intrepid Group
11.2012 - 06.2016
- Achieve annual budgeted sales targets
- Excellent customer service to direct clients and travel agents
- Develop quality itineraries and pre trip information meeting customer needs
- Service all aspects of the sales process, from sourcing the product via our destination management companies, quotation and proposal, completion of file, travel and closing the loop
- Following up clients and agents for quotations prepared
- Best practice sales standards
- Grow the company based on revenue growth
- Understanding the Responsible Travel philosophy and the company's core values
Reservations and Sales Manager
Zanzibar Unique Limited
08.2011 - 10.2012
- Responding to concerns or complaints from guests and travel agents appropriately and communicating all feedback to the appropriate departments
- On call 24/7 – Emergency Contact person
- Providing leadership to all team members by managing performance and giving effective feedback and training – developing employees by giving support
- Ensuring that all service standards are delivered and always met to create a unique and memorable guest experience
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Built long-lasting client relationships through excellent customer service and consistent follow ups.
- Negotiated contracts with vendors and suppliers, ensuring the best pricing and terms for company profitability.
- Developed comprehensive product knowledge, enabling tailored solutions for clients'' specific needs.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
Travel Consultant
African Travel Specialists
03.2010 - 05.2011
- Providing a high level of customer service
- Liaising with international tour operators, airlines & hotels
- Liaising with international sales representatives
- Ticketing international & domestic airfares including Wholesale IT and published fares
- Organising visas and travel documentation
- Sales with travel agents and direct clients (face to face and over the phone)
- Assisting the managing director with large group FIT bookings
- Creating unique and tailor-made itineraries to Africa
Assistant Manager
Kervan Saray Beach Lodge
01.2009 - 02.2010
- Reporting to the hotel General Manager
- Check-in & check-out procedures
- Guest relations -exceptional level of customer service
- Booking and assisting with travel arrangements and tours
- Organising a daily schedule and monitoring employees
- Reservations and bookings
- Stock control and purchasing supplies
- Planning and organising special events for guests
- Planning and implementing new ideas to improve the quality of the lodge
- General clerical and administrative duties
- General housekeeping
- Daily operational efficiency of the hotel to ensure optimum guest and employee satisfaction
African Travel Consultant
African Wildlife Safaris
01.2007 - 01.2009
- Selling Africa as a destination
- Excellent customer Service
- Liaising with international tour operators & hotels
- Liaising with international sales representatives
- Ticketing international & domestic airfares
- Sales with agents and direct clients (face to face and over the phone)
- Assisting with group bookings
Sales Consultant / Assistant Manager / Manager
Wittner Shoes
01.2005 - 01.2007
- Day to day running of the store
- Sales to Salary
- Maintaining store appearance by cleaning, refilling and merchandising stock
- Time management, stock control and loss prevention and detection
- Training new employees, this includes OH&S every 6 months
- Providing a high level of customer service by assisting and communicating with customers
- Processing and increasing sales levels
- Administrative skills, invoicing etc.
- Rostering staff, staff reports and cost cutting
Education
Tourism Certificate IV - International Travel, Sales & Ticketing
Jetset Training College
01.2007
Certificate II and III - Retail supervision and operations
Wittner Shoes
01.2006
VCE - undefined
Cheltenham Secondary College
01.2004
Skills
- Experienced with Office 365 applications
- Effective interpersonal communication
- Exceptional customer support
- Effective time management
- Analytical problem solving
- Conflict management
- Collaborative teamwork
Hobbies and Interests
Travel, Team sports, Dancing, Music, History & Culture, Photography
Timeline
Product Coordinator
ATG Travel
05.2024 - Current
Client Services Manager
Microflite Aviation
01.2023 - 05.2024
Cabin Crew / Cabin Manager
Virgin Australia Airlines
07.2016 - 01.2023
Private Groups Travel Consultant
Peregrine Adventures/Intrepid Group
11.2012 - 06.2016
Reservations and Sales Manager
Zanzibar Unique Limited
08.2011 - 10.2012
Travel Consultant
African Travel Specialists
03.2010 - 05.2011
Assistant Manager
Kervan Saray Beach Lodge
01.2009 - 02.2010
African Travel Consultant
African Wildlife Safaris
01.2007 - 01.2009
Sales Consultant / Assistant Manager / Manager
Wittner Shoes
01.2005 - 01.2007
Certificate II and III - Retail supervision and operations
Wittner Shoes
VCE - undefined
Cheltenham Secondary College
Tourism Certificate IV - International Travel, Sales & Ticketing
Jetset Training College
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