Luke Brown
Mornington,VIC
Summary
Experienced and organized Team Leader who builds positive rapport and guides teams toward achieving organizational goals. Strong training facilitator and call quality coach adept at cross-departmental collaboration with co-management and top-level leadership.
Overview
12
12
years of professional experience
Work History
Training and Development Manager
Australian Pacific Touring (APT)
2023.07 - 2024.07
- Developed high-performing training programs teams through strategic coaching and mentoring for consultants and supervisors, and managers.
- Promoted a culture of continuous improvement, implementing best practices within the APT customer contact centre (CSC)
- Proficient with Articulate 360 used for training content creation of training courses.
- Implemented and facilitated training courses online for interstate staff.
- Trained existing staff senior to perform cross-training programs.
- Collaborated with other departments to align training programs with organizational goals and objectives.
- Tested all training software and hardware prior to commencing training programs.
- Streamlined onboarding processes, ensuring new hires were equipped with necessary skills for success in their roles.
- Managed new employee orientation training process for more than 30 employees for the year to date.
- Worked with key stakeholders to create a more streamlined recruitment process.
Retail & Customer Sales Team Leader
Australian Pacific Touring (APT)
2015.05 - 2023.07
- Was Team Leader to over 120 Staff across 8 years and managed team numbers as high as 15 people.
- 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.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Assisted in recruitment to build team of top performers.
- Increased customer satisfaction with prompt and accurate issue resolution, leading dedicated customer service team.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Handled escalated calls from guests ensuring positive outcomes were reached.
Retail Sales Travel Lead Advisor
Australian Pacific Touring
2014.05 - 2015.05
- Became APT's first ever Lead Advisor promoted to the role to assist the floor Team Leaders in the day to day operation of the reservations team.
- Proactively addressed potential loss of sales and assisted consultants overcoming booking roadblocks.
- Assisting with customer escalations and providing working customers resolutions.
- Assisted with staff performance evaluations.
Retail Customer Sales Travel Consultant
Australian Pacific Touring
2012.03 - 2014.05
- Built strong relationships with clients through exceptional communication and personalized service.
- Organized trips for individual, family and business guests.
- 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.
- Collected, handled and documented payments for travel services and associated feels.
- Addressed unforeseen challenges during trips by coordinating alternative arrangements or providing support as needed.
- Kept abreast of all airline rules, regulatory requirements and industry standards when scheduling travel arrangements.
- Continuously sought opportunities for professional development by attending industry conferences, webinars, and training sessions to stay current on in trends inside the travel industry.
Education
Diploma of Travel And Tourism Management - Travel And Tourism
Jetset Training Collage
Melbourne11.2011
Skills
- Training delivery
- E-Learning Strategies
- Virtual Training
- Onboarding Programs
- Soft skills training
- Career Development
- People Management
- Problem-Solving
- Analytical Thinking
- Conflict Resolution
- Coaching
Accomplishments
- Served as a juror for 'County Court' July 2024
- Participated in deliberations and contributed to reaching a fair verdict
- Demonstrated strong analytical and decision-making skills
- Collaborated effectively with fellow jurors, showcasing teamwork and communication abilities to reach our verdict.
Trainee Locomotive Driver Q Train , Drysdale
I have pursued my lifelong passion for railways by volunteering at the Ballarine Railway, where I contribute to the operational aspects of the railway's functioning. Currently, I am working towards obtaining my heritage railway driver and fireman certification, which requires passing comprehensive theoretical and practical assessments. This experience has significantly enhanced my teamwork skills, as I frequently collaborate with new crew members, providing a distinct and enriching contrast to my usual work environment.
Timeline
Training and Development Manager
Australian Pacific Touring (APT)
2023.07 - 2024.07
Retail & Customer Sales Team Leader
Australian Pacific Touring (APT)
2015.05 - 2023.07
Retail Sales Travel Lead Advisor
Australian Pacific Touring
2014.05 - 2015.05
Retail Customer Sales Travel Consultant
Australian Pacific Touring
2012.03 - 2014.05
Diploma of Travel And Tourism Management - Travel And Tourism
Jetset Training Collage
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