Olivia Howard
EAST ALBURY,NSW
Summary
Accomplished Team Leader Manager at Outback Spirit Tours, adept in workload management and customer focus, significantly enhanced team productivity and customer satisfaction. Led initiatives that aligned with company visions, fostering an environment of efficiency and positive client relations. Expertise in conflict resolution and staff development underpins my track record of success.
Overview
27
27
years of professional experience
Work History
Team Leader Manager
Outback Spirit Tours
06.2021 - 12.2024
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
- Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
- Led employee relations through effective communication, coaching, training, and development.
- Improved staffing during busy periods by creating employee schedules and monitoring all calls.
- Conducted regular performance reviews, providing constructive feedback and coaching to facilitate continuous improvement among employees.
- Boosted employee morale through regular recognition of outstanding work and providing opportunities for professional growth.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Travel Consultant
Outback Spirit Tours
07.2010 - 06.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Addressed unforeseen challenges during trips by coordinating alternative arrangements or providing support as needed.
- Increased repeat business by providing outstanding customer service and addressing client concerns promptly.
- 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.
- Enhanced customer satisfaction by tailoring travel packages to individual preferences and needs.
Restaurant Owner
Fish On Dean
03.2008 - 10.2010
- Managed payroll, daily deposits, and cost controls.
- Supervised daily restaurant operations, ensuring smooth workflow and timely resolution of any issues that arose.
- Set employee schedules, delegated work, and monitored food quality and service performance.
- Effectively managed payroll responsibilities while adhering to budgetary constraints, promoting cost-effective staffing practices across all shifts.
- Recruited, hired, and trained talented staff to fill vacancies.
- Monitored and adjusted pricing, discounts and promotions to maximize profitability.
- Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment.
- Supervised daily activities of restaurant and 4 employees.
Tour Guide
Kean Travel & Tours
01.1998 - 03.2008
- Built personal relationships with guests to promote positive experiences.
- Facilitated memorable experiences for diverse groups by tailoring presentations to cater to different age groups, cultural backgrounds, and language abilities.
- Worked collaboratively with team members to develop innovative strategies for improving overall tour quality and visitor satisfaction.
- Ensured timely departures and arrivals by strictly adhering to schedules while remaining flexible enough to accommodate unforeseen circumstances or special requests from guests.
- Provided excellent customer service during pre-tour interactions such as answering questions via email or phone calls.
- Stayed current on area history, culture, events, attractions by attending workshops, lectures, conferences regularly updating tour information accordingly.
- Maintained up-to-date knowledge of local events and attractions, recommending must-see sights to tour participants.
- Adapted tours to accommodate varying physical abilities, ensuring inclusive and enjoyable experience for all guests.
- Guided groups of up to 50 people on scheduled tours.
- Checked tour vehicles for cleanliness, safety and functionality.
Education
High School Diploma -
Pymble Ladies College
Sydney12-1997
Skills
- Customer focus
- Workload management
- Motivational skills
- Staff development
- Performance coaching
- Staff training
- Motivational skills
- Goal setting
Timeline
Team Leader Manager
Outback Spirit Tours
06.2021 - 12.2024
Travel Consultant
Outback Spirit Tours
07.2010 - 06.2021
Restaurant Owner
Fish On Dean
03.2008 - 10.2010
Tour Guide
Kean Travel & Tours
01.1998 - 03.2008
High School Diploma -
Pymble Ladies College
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