Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Timeline
Generic

Matthew Hill

Sydney,NSW

Summary

Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products. Passionate about delivering innovative and efficient solutions that enhance the customer experience and operational performance.

Overview

28
28
years of professional experience

Work History

Global Integration Lead

Globus Family of Brands
09.2021 - 12.2023
  • Coordinated with external vendors or partners on integrations between their systems and ours.
  • Worked with Agile and Scrum methodologies to accomplish project milestones and meet demanding timelines.
  • Managed cross-functional teams to ensure timely delivery of complex integration projects while maintaining high-quality standards.
  • Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
  • Extensive knowledge in data entry, analysis and reporting.
  • Facilitated cross-functional collaboration between departments during integration efforts, fostering a unified approach towards achieving business objectives.
  • Conducted post-integration audits to identify areas for improvement and develop action plans to address any identified issues, ensuring ongoing success in future projects.

Operations Manager

Globus Family of Brands
08.2016 - 09.2021
  • Implemented quality control systems that boosted overall product consistency and reliability.
  • Led cross-functional projects aimed at streamlining communication between departments involved in the guest booking journey.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
  • Ensure compliance to Standard Operating Procedures and legislation.
  • Maintained strong relationships with key clients, resulting in repeat business and increased bookings.
  • Proven ability to develop and implement creative solutions to complex problems.
  • Implemented new inventory management system, · preventing overbooking incidents and maximizing revenue opportunities.
  • Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
  • Set targets and KPIs for employees to drive company success and strengthen motivation.

Reservations Manager

Globus Family of Brands
05.2011 - 08.2016
  • Streamlined reservation processes for increased efficiency and improved guest experience.
  • Conducted regular audits of reservation records, maintaining accuracy and reducing discrepancies.
  • Effectively resolved customer issues related to reservations, resulting in satisfied customers and positive reviews.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Established team priorities, maintained schedules and monitored performance.
  • Effectively resolved guest issues related to reservations, resulting in satisfied customers and positive reviews.
  • Measured and reviewed performance via KPIs and metrics
  • Implemented training programs for reservation agents, improving their skills and enhancing overall performance.
  • Enhanced customer satisfaction by efficiently managing reservations and providing exceptional service.
  • Streamlined workflows by automating repetitive tasks through custom-built tools, freeing up time for revenue generating activities within the team.

Agency Sales Team Leader

Globus Family of Brands
10.2004 - 06.2011
  • Scheduled staff shifts and assigned duties for reservation agents.
  • Handled emergency situations involving changes or cancellations of reservations due to unforeseen circumstances.
  • Developed process controls and metrics for daily management of call centre
  • Maintained professional demeanour by staying calm when addressing unhappy or angry customers.
  • Streamlined call center operations for increased efficiency by implementing new scheduling and workforce management strategies.
  • Trained and coached sales team members on best practices for customer service and sales techniques.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.

Customer Service Team Leader

Adventure World
04.2002 - 10.2004

Customer Service Consultant

Adventure World
09.1999 - 09.2002

Retail Travel Consultant

Harvey World Travel
11.1995 - 09.1999

Education

Certificate IV - Travel & Tourism Management

Sydney Business & Travel Academy
Sydney, NSW

First Aid & CPR -

Red Cross
Sydney

Skills

  • Strong Problem Solver
  • Time Management and Organisation
  • Cross-Functional Team Collaboration
  • Project Management
  • Strong Leader
  • Results and Deadline-Driven
  • Process Improvement
  • Contact Centre Management
  • Staff Management
  • Business Planning
  • Team Leadership
  • Business Analysis and Reporting
  • Schedule & Data Management

Websites

Accomplishments

  • Successfully handled the 2013 European flood crisis affecting over 1300 guests.
  • Maintained an extremely low staff turnover rate compared to the industry average.
  • Employee of the Year.
  • Restructured Groups department for an additional 45% sales conversion.
  • Acknowledged for continuing improvement of systems and procedures.
  • Incorporated QANTAS frequent flyer program for GFOB products.
  • Integrated retail partners for direct fetch and search and book capabilities.
  • Managed team of 32 staff members.
  • Multiple promotions with company during 19 years of service.

Timeline

Global Integration Lead

Globus Family of Brands
09.2021 - 12.2023

Operations Manager

Globus Family of Brands
08.2016 - 09.2021

Reservations Manager

Globus Family of Brands
05.2011 - 08.2016

Agency Sales Team Leader

Globus Family of Brands
10.2004 - 06.2011

Customer Service Team Leader

Adventure World
04.2002 - 10.2004

Customer Service Consultant

Adventure World
09.1999 - 09.2002

Retail Travel Consultant

Harvey World Travel
11.1995 - 09.1999

Certificate IV - Travel & Tourism Management

Sydney Business & Travel Academy

First Aid & CPR -

Red Cross

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