RACHNA UTREJA
Brisbane,Qld
Summary
Customer-focused professional with extensive experience in administrative support, team collaboration, and client satisfaction. Skilled in program administration, complaint management, and compliance with procedural and legislative standards. Exemplary frontline customer service and performance monitoring abilities. Eager to leverage these skills in the Administrative Officer role at The University of Queensland to enhance operational efficiency and support organizational success.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Travel Consultant & Tailor-Made Specialist
On The Go Tours (OTG)
05.2013 - 09.2022
- Delivering administrative duties, including handling appointments, and fixing meetings as directed
- Ensuring payments are received promptly and assigned to correct accounts, preparing, and delivering invoices
- Answering phones and online enquiry from both direct clients and travel agents while providing outstanding customer service
- Governing cleanliness of reception and meeting rooms in partnership with facility team
- Dealing with clients in sensitive manner ensuring confidentiality is always maintained
- Feeding customer data into system, creating bookings, and organising travels from beginning to end
- Consulting with travel agents and clients to clearly identify their needs and then liaising with suppliers to put together bespoke itineraries
- Planning and achieving company’s strategic vision, targets / KPIs and revenue generation to obtain maximum sales
- Participating in travel seminars and training to remain updated with trends
- Accountable for authoring content and itineraries on company’s website
- Maintaining cross-functional coordination with clients, travel agents, local officers and management.
Travel Consultant
Flight Centre Ltd
01.2011 - 03.2013
- Handled general office maintenance, ordered stock, stationery, and assisted with upkeep of office
- Delivered exceptional customer service by providing accurate and timely response to client queries made through phone and in-person
- Qualified client’s needs, and offered relevant products/services; discussed and resolved objections and closed sales
- Researched and liaised with travel operators to try and source products and services appropriate to client’s specifications
- Regularly engaged with client by maintaining trust and ensuring that customer’s needs are fulfilled, leading to repeat and referral sales
- Governed bookings including responding to requests for price and using automated systems for booking domestic and international itineraries
- Senior member of team, training and uplifting juniors to deliver performance excellence and act as resource to solve queries.
Store Manager
Kenny’s Cardiology
01.2010 - 01.2011
- Oversaw stock levels, performed store inspections, and inspected physical conditions periodically
- Collaborated with suppliers in managing/maintaining stock orders & delivery to ensure store is adequately stocked
- Reconciled stock variances report and submitted the same to senior management
- Generated inventory aging reports and circulated to respective teams to initiate measures to liquidate non-moving inventory
- Managed store staff by recruiting, selecting, and training new employees
- Achieved financial objectives by driving sales, tracking budgets, store expenditures and implementing corrective actions
- Handled cash receipts, records, filing invoices and withdrawals of stockroom.
Skills
- Office Administration
- Customer Relationship Management
- Records/Reports Management
- Conflict/Issue resolution
- Confidentiality and Compliance
- MS Office suite programs
- CRM software usage
Certification
Flight Centre Academy, Certificate III in Tourism
References
- Cherylyn Antao, Former Reservations Manager Australia, On The Go Tours, 0403 817 426
- Katrina Nitarski, Senior Business Development Manager, QLD, On The Go Tours, 0400 729 029
- Nicola Comley, Former Assistant Manager and current Product Manager, On The Go Tours, 0421 509 114
Timeline
Travel Consultant & Tailor-Made Specialist
On The Go Tours (OTG)
05.2013 - 09.2022
Travel Consultant
Flight Centre Ltd
01.2011 - 03.2013
Store Manager
Kenny’s Cardiology
01.2010 - 01.2011
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