Michelle Greenlaw
U302, 150-152 Riseley Street Booragoon, Perth,WA
Summary
Having travelled extensively throughout my life, travel has always been and still is a huge passion of mine. Starting a family 16 years ago, my priority shifted from the travel industry and was focused on working hours and flexibility around my daughter, hence why I entered the Education Department. I am now at the stage in my life where I am ready to re enter the travel industry and continue my love and enthusiasm for Travel and Tourism. With background in airlines such as Singapore Airlines, Virgin and Tiger, airport duty experience, administration, leadership, organization and customer service my skills and experience are extensive. I'm highly motivated, a team player and I'm always thinking outside the box for creative solutions. I offer professional service, high standards of customer service along with empathy, active listening skills, positivity and most and foremost a bubbly and happy personality. I'm experienced in using a variety of software applications and more than happy to take on further learning and training within your organization. With an excellent work ethic, strength in boosting staff morale and a positive attitude and drive I am ready to further my career.
Overview
29
29
years of professional experience
Work History
Library and Administration Officer
North Harrisdale Primary School
09.2020 - Current
- Foundation staff member. Setting up a brand new library for a new PS.
- Checked in, checked out and renewed library materials using LMS (Library Management System) Oliver v5.
- Organized library cataloguing, supplies, equipment and records.
- Maintained continuous knowledge of current and new authors and books.
- Kept up-to-date records of books, equipment, maintained inventory and cataloguing items in the LMS.
- Purchase and process orders, book events and liaise with other book wholesalers and the book community.
- Addressing staff and school community families inquires, incoming calls, emails and providing the relevant information to answer their queries.
- Regular communication, newsletters and social media.
- Manage Library budget, purchases and events.
- Run and organize lunch time events, board games, colouring in and puzzles for students in a safe and welcoming environment.
- Contribute to team goal-achievement by collaborating with staff and attending Staff Development Days and PD's (Personal Development).
- Assist IT and Management with asset detailed reports.
- Training of staff - LMS Oliver v5.
- Book and organize events such as Book Fairs, Book Week & special guests, school reading events (NSS) National Simultaneous Story Time and incursions.
- Teacher rosters/time tabes for library sessions and events.
- Library Displays.
- Maintain the upkeep of the library floor, books and teacher resources.
Library Officer
Harrisdale Primary School
03.2016 - 10.2020
- Checked in, checked out and renewed library materials using LMS (Library Management System) Oliver v5.
- Organized library cataloguing, supplies, equipment and records.
- Maintained continuous knowledge of current and new authors and books.
Kept up-to-date records of books, equipment, maintained inventory and cataloguing items in the LMS. - Purchase and process orders, book events and liaise with other book wholesalers and the book community.
- Addressing staff and school community families inquires, incoming calls, emails and providing the relevant information to answer their queries.
Regular communication, newsletters and social media. - Manage Library budget, purchases and events.
- Run and organize lunch time events, board games, colouring-in and puzzles for students in a safe and welcoming environment.
- Contribute to team goal-achievement by collaborating with staff and attending Staff Development Days and PD's (Personal Development).
Assist IT and Management with asset detailed reports.
Training of staff - LMS Oliver v5. - Book and organize events such as Book Fairs, Book Week & special guests, school reading events (NSS) National Simultaneous Story Time and incursions.
- Teacher rosters/time tabes for library sessions and events.
Library Displays. - Maintain the upkeep of the library floor, books and teacher resources.
- Joined forces with teachers and administrators to support curriculum content, learning outcomes and student information needs.
Reservation Sales Agent & Customer Service Officer
Singapore Airlines
09.1994 - 12.2006
- Managed, booked and provided online bookings, inquiries and travel/airline information.
- Telephone and Sales Agent, roughly and up to 120 calls a day.
- Managed and booked group bookings, hotel bookings, stopovers, package holidays, general flights and ticketing.
- Provided high level of customer service to each person by engaging active listening and effective interpersonal skills with travel agents, public and wholesale agents and airlines.
- Provided customers with information about availability, destinations and pricing and general travel information.
- Resolved various issues and discrepancies for customers.
- Handled ET billing and T&C's over the phone.
- Developed friendly rapport with general public, wholesalers and agents while answering questions, making recommendations and leading conversations to bookings or confirmations.
- Prepared customer invoices and electronic itineraries.
- Explained payments and processed electronic refunds and cancellation requests when required.
- Worked closely with and for flight support ground handlers at both Perth domestic and international airports.
- Airport Customer Service duties, ground handling, checkin and departure.
- Supervising of flights.
- Catering.
- Seat planning and aircraft seat/passenger balance.
- Lounge/FFQ Flyer passengers
- Delays and rebookings.
- Informed clients of essential travel information such as travel times, transportation connections, medical and visa requirements to facilitate high quality service.
- Maintained awareness of types of rooms available in different resort locations and advised clearly.
- Provided follow through on all calls with confirmations or flight changes and requested information.
- Strong knowledge of resort products, services, facilities and destinations.
- Helping clients find the perfect accommodation to fit personal needs.
- Managed package holidays throughout Asia, Africa and the Maldives.
- Carried out day-day-day duties accurately and efficiently.
- Hosted 5 airline educational famils for wholesalers and travel agents.
- Training staff
- Responsibility
- Empathy
- Effective Listening
Education
Wholesale Travel And Tourism - Dipolma in Wholesale Travel And Tourism
North Metropolitan TAFE
Perth, WA1995
Applecross Senior High School
Ardross, WA1994
Skills
- Budgets/Reports
- Administration and Library
- Corporate/Wholesale Communications
- Customer Relations and Networking
- Purchasing and Marketing
- Support and Problem Solving
- Computer skills
- Interpersonal skills
- Effective Communication and Professional Customer Service
- Leadership and Teamwork skills
- Organizational Skills
- Adaptability and Flexibility
Additional Information
REFEREES:
Mrs Tracey Whinnen
RESERVATIONS SUPERVISOR
Singapore Airlines
(Since retired)
0408 610810
traceywhinnen@gmail.com
Mrs Lara Laface
Globetrotter Corporate Travel
Corporate Travel Manager
0423 483187
lara.laface@globetrotter.com.au
Mrs Janie Street
MANAGER CORPORATE SERVICES
North Harrisdale Primary School
08 9397 8140
janie.street@education.wa.edu.au
Timeline
Library and Administration Officer
North Harrisdale Primary School
09.2020 - Current
Library Officer
Harrisdale Primary School
03.2016 - 10.2020
Reservation Sales Agent & Customer Service Officer
Singapore Airlines
09.1994 - 12.2006
Wholesale Travel And Tourism - Dipolma in Wholesale Travel And Tourism
North Metropolitan TAFE
Applecross Senior High School
Similar Profiles
Christine YongChristine Yong
Early Childhood Teacher at Nido Early SchoolEarly Childhood Teacher at Nido Early School
SARANYA R GUNASEKARANSARANYA R GUNASEKARAN
Volunteer at HARRISDALE PRIMARY SCHOOLVolunteer at HARRISDALE PRIMARY SCHOOL
Katie MaguireKatie Maguire
Year 5 Class Teacher (1.0 FTE) at Harrisdale Primary SchoolYear 5 Class Teacher (1.0 FTE) at Harrisdale Primary School