Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Michelle Cook

Monterey,NSW

Summary

Dedicated and detail-oriented Senior Travel Consultant, with over 8 years of experience delivering exceptional customer service and operational support in the travel industry. Skilled in managing end-to-end travel arrangements, resolving client issues efficiently, and supporting daily agency operations to ensure smooth workflow and client satisfaction. Known for building lasting client relationships, exceeding service expectations, and contributing to team success in fast-paced, high-volume environments.

Overview

24
24
years of professional experience
1
1
Certification

Work History

Senior Travel Sales Consultant

Flight Centre Sydney international Airport
Sydney, NSW
04.2022 - Current
  • Working in a fast-paced role that requires a lot of quick thinking and customer focus. Going above and beyond for every customer.
  • Created tailored itineraries to meet diverse travel requirements and maintaining high service standards., while working within a target-driven sales environment.
  • Certified in CLIA - Cruise Lines International Association
  • Proactively resolved issues, including missed flights, ticketing errors, and visa complications
  • Achieve sales targets and contribute to overall business goals.
  • Developed proficiency in Sabre, booking systems, cruise operations, airfares, touring, and travel insurance over three years.
  • Resolve customers problems in a professional manner and often having to manage difficult situations, which involves the need to work together and liaise with ground services at the airport.
  • Conduct workplace risk and safety assessments to ensure compliance and maintain a safe environment for staff and clients

Part Time Receptionist/Driver

Air Travel Parking
Mascot, NSW
09.2019 - 03.2022
  • Greeted customers with friendly welcome and handled check-in process effectively.
  • Verified booking confirmations to ensure accuracy of details.
  • Tagged car keys accurately and explained company procedures for airport transport.
  • Planned optimal routes based on traffic and weather conditions to enhance efficiency.
  • Assisted passengers with safe entry and exit from vehicles, ensuring secure baggage handling.
  • Delivered excellent customer service, fostering satisfaction and loyalty.
  • Answered reservation calls, scheduled appointments, and addressed inquiries promptly.
  • Maintained logs to update management on mileage, fuel usage, and incidents.

Sales Associate

Jeanswest
Rockdale, NSW
06.2017 - 03.2022
  • Engaged with customers to effectively build rapport and lasting relationships.
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Boosted sales by conferring with customers to evaluate purchase requirements and recommend best-fit company offerings.
  • Solved customer challenges by offering relevant products and services.
  • Prepared merchandise for sales floor by pricing and promoting offers to drive store sales.
  • Implemented up-selling strategies such as recommending accessories and complementary purchases to boost revenue.
  • Maintained customer satisfaction with quick and professional handling of product returns.
  • Educated associates on market trends and stayed up-to-date on forecasts.
  • Completed orders and organized product deliveries to meet customer timetables.
  • Processed product returns and assisted customers with other selections or offered store credit to achieve customer satisfaction.
  • Increased sales by offering advice on purchases and promoting additional products.
  • Answered customer questions regarding sizing, accessories and proper care for merchandise.
  • Evaluated inventory and delivery needs and optimized strategies to meet customer demands.
  • Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
  • Provided positive first impressions to welcome existing, new and potential customers.
  • Trained and developed new hires in company processes, product knowledge, customer service and selling techniques.
  • Prepared large cash deposits with zero discrepancies.
  • Worked alongside retail representatives to enhance product presentations and advertising collateral.
  • With no manager, have taken on responsibility to ensure the smooth day to day running of the store.
  • Working towards daily, weekly and monthly targets and kpi's. I was awarded employee of the quarter for five times running.
  • Completed end of day procedures including cash handling, eftpos settlements and recovery of store, to adhere to company standards.

Sales Associate

Payless Shoes
Rockdale, NSW
02.2017 - 05.2017
  • Greeted customers, helped locate merchandise and suggested suitable options.
  • Promoted offerings by expression passion for company brand, products, services and solutions to customers.
  • Increased sales by offering advice on purchases and promoting additional products.
  • Stocked merchandise, clearly labeling items, and arranging according to size or color.
  • Informed customers of current store promotions to encourage additional sales purchases.
  • Helped customers complete purchases, locate items and join reward programs.
  • Refunded payments for returned items, processed exchanges and offered store credit to achieve customer satisfaction.
  • Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
  • Answered product questions with up-to-date knowledge of sales and store promotions.
  • Displayed merchandise by arranging in appealing ways to boost sales.
  • Checked pricing, scanned items, applied discounts and printed receipts to ring up customers.
  • Employed strategic tactics such as cross-selling and upselling to drive sales.

Bar Owner

Soho Bar
Kos, Greece
06.2006 - 10.2011
  • Maintained high standards of customer service by staying up to date on bar and menu options and providing effective food recommendations for guests.
  • Kept alcoholic beverages well-stocked and organized to meet expected demands.
  • Motivated and disciplined employees and implemented new mentoring program, which increased worker morale.
  • Maximized customer service by training staff, overseeing operations and resolving issues.
  • Upsold daily specials and beverage promotions to exceed daily sales goals.
  • Completed end of day cashing up and maintain the accounts on a daily basis.

Travel Consultant

First Choice Holidays
Bradford, UK
10.2001 - 06.2006
  • Worked closely with clients to understand unique needs and meet specific travel desires.
  • Organized trips for individual, family and business travelers.
  • Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
  • Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations.
  • Advised clients on visa, passport and security requirements relating to destinations and confirmed flight details for each reservation.
  • Kept abreast of all airline rules, regulatory requirements and industry standards when scheduling travel arrangements.
  • Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
  • Implemented automated office systems, optimizing client and data communications as well as records management.
  • Communicated benefits and information regarding travel insurance with clients and obtained best rates.
  • Collaborated with colleagues to implement best practices across department and exceed team goals.
  • Asked open-ended questions to better ascertain client needs and determine best international travel offerings.
  • Consistently fostered business growth by delivering first-rate travel advising and itineraries to develop valuable client relationships.
  • Maintained consistent record of completing projects in accordance with companies policies and procedures.
  • Displayed travel brochures and other promotional materials strategically to foster brand awareness.
  • Promoted to wedding co-ordinator within the company. Communicating regularly with clients to ensure they were satisfied with all travel arrangements and met all of their needs. Arranging all group travel, whilst remaining within the clients budgets.
  • Responsible for invoicing, ticketing and maintaining customer records.

Education

Certificate IV in Travel - Travel

ITFE
Sydney, NSW
10-2024

Certificate III in Travel - Travel

Australian College
Sydney, NSW
06-2022

Higher National Diploma - Tourism And Travel Management

Bradford College
Bradford, UK
07-2021

High School Diploma -

Cowbridge Comprehensive School
Wales
07-1998

Skills

  • Exceptional customer service
  • Creative solutions
  • Problem-solving skills
  • Sabre Central Software
  • Customer Invoicing
  • Proactive team player
  • Travel package planning
  • Client networking
  • Reservations and ticketing
  • Multitasking
  • Product Knowledge
  • Communication Skills
  • Client relationship management
  • Attention to detail
  • Trained in all travel components including airfares, cruise and tours

Certification

  • HND in Travel and Tourism Management
  • Certificate III in Travel
  • Certificate IV in Travel
  • Full Drivers Licence
  • Compliance Training
  • CLIA

Timeline

Senior Travel Sales Consultant

Flight Centre Sydney international Airport
04.2022 - Current

Part Time Receptionist/Driver

Air Travel Parking
09.2019 - 03.2022

Sales Associate

Jeanswest
06.2017 - 03.2022

Sales Associate

Payless Shoes
02.2017 - 05.2017

Bar Owner

Soho Bar
06.2006 - 10.2011

Travel Consultant

First Choice Holidays
10.2001 - 06.2006

Certificate IV in Travel - Travel

ITFE

Certificate III in Travel - Travel

Australian College

Higher National Diploma - Tourism And Travel Management

Bradford College

High School Diploma -

Cowbridge Comprehensive School

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Michelle Cook