Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Penelope Marling

Warradale,SA

Summary

Adept at surpassing KPIs and enhancing customer satisfaction, I am passionate in my endeavours to deliver a memorable experience, not just provide a product or service. With a proven track record in achieving results through excellent interpersonal skills and proficiency in GDS booking systems, I am consistently able to meet sales targets and foster positive client relationships. Over the years I have travelled to approximately 18 countries different and have been consumed by wanderlust for as long as I can remember.

Overview

31
31
years of professional experience

Work History

Travel Specialist

Bunnik Tours
07.2023 - Current
  • Consulting with both direct clients and Travel Agents to understand unique needs and meet specific travel desires to ensure a memorable holiday.
  • Managed client inquiries promptly and professionally, resulting in high levels of customer satisfaction.
  • Provided exemplary customer service to new and existing clients, helping to build lasting relationships and ensure repeat business and positive referrals.
  • Advised customers on necessary travel documents and visa requirements to successfully reach planned destination.
  • Proactively communicated any changes or disruptions in travel arrangements before they impacted the client's experience.
  • Provided exceptional support throughout the entire travel process, from initial inquiry to post-trip followup.
  • Supervising payments via credit and debit cards and handling sensitive information with professionalism and discreteness.
  • Attended industry events and conferences for professional development and networking opportunities.
  • Communicating benefits and information regarding international travel insurance with clients and provided quotations to suite their needs.
  • Continuosly exceeding KPI's

Optical Dispenser

Bupa Optical
01.2021 - 07.2023
  • Managed appointment scheduling efficiently while minimizing wait times for customers seeking consultations or adjustments.
  • Collaborated with optometrists to ensure accurate prescription fulfillment and optimal visual outcomes for customers.
  • Helped clients try on and select new frames and recommended lens options to meet specific needs.
  • Measured patients' faces for bridge, eye size, and temple length to select comfortable frames
  • Provided support to store management by assisting with staff training, ensuring that new hires were knowledgeable of products and services offered.


Ground Crew Member / Shift Co-Ordinator

Virgin Australia
04.2015 - 01.2021
  • Enhanced customer satisfaction by efficiently processing check-ins and issuing boarding passes.
  • Expedited ticket changes or cancellations as needed, accommodating last-minute requests from passengers.
  • Utilized strong attention-to-detail skills when reviewing passenger documents for accuracy before issuing boarding passes.
  • Ensured timely departures by coordinating with other ground crew members on various tasks such as closing flights for check in, preparing flight plans & boarding passengers.
  • Provided exceptional customer service to passengers during boarding, disembarking, and any necessary assistance throughout their time at the airport.
  • Handled escalated customer complaints professionally, implementing solutions that addressed concerns adequately.
  • Maintained calm under pressure while managing stressful situations involving delayed or cancelled flights.
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.

Owner Operator

Relish'd Burger Bar
10.2012 - 04.2015
  • Co-Managed day-to-day business operations.
  • Provided exceptional customer service, addressing issues promptly to ensure customer satisfaction and repeat business
  • Developed and implemented successful marketing strategies, resulting in increased brand awareness and customer base.
  • Assisted in recruiting, hiring and training of team members.
  • Scheduled employees for shifts, taking into account projected sales and employee strengths.
  • Processed payroll

Sales Assistant

David Jones
01.2010 - 10.2012
  • Handled customer inquiries, complaints, and returns professionally, ensuring a positive experience for all clients.
  • Processed transactions accurately while maintaining a high level of customer service.
  • Increased sales by building strong customer relationships and providing excellent service.
  • Assisted customers in making informed decisions by offering detailed product knowledge and comparisons.
  • Met and exceeded sales targets consistently, contributing to overall team success.
  • Managed inventory to ensure optimal stock levels, minimizing overstock and out-of-stock situations.

Stay at Home Mum

My Children
08.2006 - 12.2009
  • Multi-tasking at its best.
  • Use of negotiating skills to a high standard.
  • Demonstrated consistent conflict resolution.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Worked flexible hours across night, weekend, and holiday shifts.

Front Office Receptionist

All Seasons Adelaide Meridien
03.2004 - 08.2006
  • Ensured a welcoming atmosphere for guests with efficient check-in and check-out procedures.
  • Confirmed relevant guest information and payment methods during check-in process, while explaining hotels facilities and directing to rooms.
  • Developed a thorough knowledge of local attractions and events to serve as an informed resource for guests seeking recommendations or directions.
  • Answered multi-line phone system and enthusiastically greeted callers.
  • Collaborated with team members to handle guest requirements from check-in through check-out.
  • Coordinated with housekeeping staff to ensure timely turnover of rooms for incoming guests while maintaining cleanliness standards.
  • Assisted in increasing hotel occupancy rates through proficient handling of reservations and room assignments.

National Brochure Production Co-ordinator

Venture Holidays
01.2002 - 03.2004
  • Liaised with Product Managers of each destination to obtain text & pictures of hotels and tours.
  • Prepared & Created text document drafts of each brochure
  • Co-ordinating with the printer, sending and receiving drafts & proofs of each brochure.
  • Proof reading and editing where required.
  • Met deadlines, having finish product ready for brochure launch dates.

Senior Travel Consultant

Travel House
07.1993 - 01.2002
  • Conducted research and prepared meticulous travel itineraries complete with pricing, accommodation, airfare and tour information.
  • Achieved revenue growth by upselling additional services like insurance plans and airport transfers to clients during the booking process.
  • Maintained accurate records of all transactions, payments received or pending invoices while adhering to strict financial guidelines and payment deadlines.
  • Advised customers on necessary travel documents and visa requirements to successfully reach planned destination.
  • Helped customers with passport and visa applications.
  • Consistently met sales & KPI targets.
  • Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.

Education

Certificate - Travel

Adelaide Tafe
Adelaide
07.1993

Completed Year 12 -

Cabra Dominican College
Cumberland Park, SA
12.1992

Skills

  • Outstanding customer service
  • Great attention to detail
  • Ability to meet & exceed KPI’s
  • Excellent interpersonal & communication skills
  • Amazing time management skills
  • Proficient in multiple GDS booking systems

References

PROFFESSIONAL REFERENCE


Jena Kaz

Store Manager, Bupa Optical 

Ph: 0434 416 558



Jess van Brussel  

Supervisor, Virgin Australia  

Ph: 0466 312 256

Timeline

Travel Specialist

Bunnik Tours
07.2023 - Current

Optical Dispenser

Bupa Optical
01.2021 - 07.2023

Ground Crew Member / Shift Co-Ordinator

Virgin Australia
04.2015 - 01.2021

Owner Operator

Relish'd Burger Bar
10.2012 - 04.2015

Sales Assistant

David Jones
01.2010 - 10.2012

Stay at Home Mum

My Children
08.2006 - 12.2009

Front Office Receptionist

All Seasons Adelaide Meridien
03.2004 - 08.2006

National Brochure Production Co-ordinator

Venture Holidays
01.2002 - 03.2004

Senior Travel Consultant

Travel House
07.1993 - 01.2002

Certificate - Travel

Adelaide Tafe

Completed Year 12 -

Cabra Dominican College

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Penelope Marling