Lesley Read
Riverstone,NSW
Summary
Dynamic professional with a proven track record at Qantas Airways, excelling in customer service and operational efficiency. Recognized for exceptional attention to detail and a passion for delivering outstanding service, I effectively managed complex travel itineraries and resolved escalations, driving continuous improvement and enhancing client satisfaction. Proficient in Amadeus, Sabre and Galileo.
Overview
20
20
years of professional experience
Work History
Senior Specialist - Flight Support
Luxury Escapes
07.2022 - Current
- Support team performance by providing ongoing coaching, guidance, and hands on assistance during daily operations.
- Manage customer escalations effectively, aiming to resolve issues with minimal financial impact while maintaining high levels of customer satisfaction.
- Foster a positive, inclusive, and high performing team culture.
- Identify and implement process improvements to enhance efficiency and accuracy.
- Provide expert support for flight related inquiries.
- Collaborate with internal departments to resolve challenges and deliver seamless end to end service.
- Monitor performance trends and share insights to support continuous improvement.
- Identified areas in need of critical improvement and implemented strategies to achieve targets.
Company Owner
Lesley's Delights
07.2016 - 06.2022
- Established a successful baking business from the ground up with an extensive clientele - over 9K social media followers.
- Created a unique macaron design which have been replicated and inspired by many amazing bakers worldwide.
- Collaborated with other vendors in the event industry with high profile clients.
- Self taught baker that strived in learning new skills and applied them to daily tasks, improving efficiency and productivity.
Group Sales Consultant
Qantas Airways
01.2010 - 07.2016
- Managed group accounts of all sizes from small mining account to large Olympic account from booking flights, issuing tickets, schedule changes, revalidations, reissues and name changes.
- Maintained accurate ticketing while meeting daily KPI's.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal goals.
- Provided support to accounts department to avoid BSP audits by identifying and rectifying errors with minimal cost whenever possible.
- Organized complex travel itineraries for high-level clients, celebrities, politicians, and business executives.
- Trained new staff and administrative support on ticketing, group sales procedures and customer service.
Customer Service Agent - QIC
Qantas Airways
01.2008 - 01.2010
- Provided primary support to travel agents and other travel industry clientele with any airfare enquiries and issues requiring special waivers.
- Managed high volume of calls with positive attitude and focus on customer satisfaction while meeting daily KPI's.
- Facilitated all ticketing aspects including revalidations, reissues and complex RTW itineraries.
- Assisted accounts department with BSP, ensuring all tickets and other miscellaneous documents were issued correctly.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
NSW/ACT Team Leader - Air Product
Stella Travel (Harvey World Travel)
10.2006 - 01.2008
Ground Airport Crew
Virgin Blue Airlines
01.2006 - 10.2006
Education
Certificate III - Tourism
Hayton College
Sydney, NSW2002
Higher School Certificate -
Liverpool College of TAFE
Liverpool, NSW1998
Skills
- Exceptional time management and organisation skills
- High attention to detail
- Strong problem solving abilities with critical and creative thinking
- Outstanding Customer Service skills
- Consistent achievement of KPIs across quality and performance metrics
- Solid knowledge of GDS systems such as Amadeus, Sabre, Galileo, BSP and processes
- Self-motivated professional
References
Available upon request
Timeline
Senior Specialist - Flight Support
Luxury Escapes
07.2022 - Current
Company Owner
Lesley's Delights
07.2016 - 06.2022
Group Sales Consultant
Qantas Airways
01.2010 - 07.2016
Customer Service Agent - QIC
Qantas Airways
01.2008 - 01.2010
NSW/ACT Team Leader - Air Product
Stella Travel (Harvey World Travel)
10.2006 - 01.2008
Ground Airport Crew
Virgin Blue Airlines
01.2006 - 10.2006
Certificate III - Tourism
Hayton College
Higher School Certificate -
Liverpool College of TAFE