Summary
Overview
Work History
Education
Skills
Additional Information
Viticulture & Wagyu Cattle
Timeline
Generic

Rebecca Healy

Lancefield,VIC

Summary

With over 20 years of experience in the travel industry, excelling at prioritising, completing multiple tasks simultaneously and following through to achieve desired goals, excellent at troubleshooting and handling customer support issues.

I am well-traveled with excellent local, domestic & international knowledge excelling in listening, relationship-building and customer service.

Due to a background in a Sales environment, I have outstanding interpersonal skills. Proven career success in extending & expanding a clientele base. Strong attention to detail and eager to contribute to team success through hard work, excellent organisational skills. Motivated to learn, grow and excel. With a passion for interior styling, enjoying new restaurants, hotels & being creative.

Overview

33
33
years of professional experience

Work History

Guest Relations Consultant

Captains Choice
05.2023 - Current
  • Strong communication among team members to ensure a collaborative and supportive work environment.
  • Built strong relationships with co-workers, clients and agents through exceptional communication and personalised service.
  • Work closely with clients to understand their needs and meet specific travel desires.
  • Maintained accurate records of bookings, payments, and client information
  • Handle sensitive information with professionalism and discretion.
  • Collaborate with colleagues share industry knowledge and travel recommendations
  • Provided outstanding customer service to new and existing clients, which helps build lasting relationships and secure new travel requests
  • Maintain customer service and support by promptly resolving customer complaints/issues.
  • Building rapport & relationship of new clientele
  • Working selling brands Captains Choice, Botanica World Discoveries & Antarctica Flights

Customer Service Officer

Bendigo Bank Romsey & Lancefield
07.2021 - 05.2023
  • Assist customers every day with positive attitude and focus on customer satisfaction. Ensure positive experience at all times. Establish strong customer relationships, whilst building rapport
  • Assist customer with account enquiries - daily withdrawal & deposits.
  • Leadership & training
  • Foreign exchange, buying & selling - cash, cheques.
  • Respond to customer enquiries to provide information on bank accounts, policies, products and services. Discuss different products, the features & benefits.
  • Specialised Account opening & Personal Account opening.
  • Assist customers with their online banking needs.
  • Assist & follow through with customers if involved in scamming & fraudulent transactions in a timely manner.
  • Selling & Increased sales of Insurance, home & contents, landlord, motor policies
  • Cash ordering & processing.
  • Exercise judgment when dispensing information to maintain confidentiality of sensitive information.
  • Use LINX, CSS, BDS and 3270 to access customer details and databases.

Contractor Distributor/Merchandiser

Reklaw Logistics/Tip Top Bakeries
05.2005 - 03.2023
  • Administrative & HR duties.
  • Own Business

Senior Travel Advisor

Echuca Travel Centre
06.2014 - 06.2021
  • Maintained operational proficiency in coordinating both international and domestic travel, arranging airfares as well as hotel and rental car reservations. Organisation of group & large corporate travel bookings
  • Consistently built business growth by delivering exceptional travel advice and itineraries to develop valuable client relationships.
  • Provided exemplary customer service to new and existing clients, which helped build lasting relationships.
  • Communicated benefits and information regarding international travel insurance with clients and obtained best rates, increasing repeat business.
  • Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction.
  • Supervised payments via credit and debit cards and handled all sensitive information with professionalism and discreteness.
  • Responded to clients' questions, issues and complaints and implemented appropriate solutions.
  • Organised memorable and exquisite travel itineraries and vacations for high-level clients, general clientele and business executives.
  • Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.
  • Arranged travel accommodations for groups, couples, families, corporate and special needs clients.
  • Responded to clients' questions, issues, and complaints and found appropriate solutions when needed.

Customer Service Agent & Business Development

Daylesford Accommodation Escapes
06.2012 - 05.2014
  • Demonstrated high attention to detail, organization, and ability to manage multiple tasks and projects simultaneously.
  • Contacted clients to verify account information and maintain accuracy, resulting in increase in client satisfaction.
  • Exhibited high energy and professionalism when dealing with all levels of clients and staff.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
  • Implemented & Established the Daylesford accommodation cash card to clients to use in existing retailers within the Dayelsford, Hepburn Area.
  • Use of the RMS Booking System
  • Liasing with Cleaning teams for guest exit & arrival
  • Liasing with owners for styling & photography for website

Customer Service Representative & Corporate Sales

Qantas Airways
10.1998 - 07.2009
  • Answered constant flow of customer calls in queue per minute.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Recommended products & services to customers, thoroughly explaining details.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Cultivated customer loyalty, promoted repeat customers and improved sales.
  • Sales Above & Beyond Winner - 3 consecutive months
  • Dealing with demanding Corporate executives & their travel needs, requiring a quick thought process.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Responded to customer requests for products, services and company information.

Customer Service Agent & Corporate Sales

American Express Travel
01.1992 - 09.1998
  • Educated customers on promotions to enhance sales.
  • Provided primary customer support to internal and external customers in fast-paced environment.
  • Answered constant flow of customer calls in queue per minute.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals
  • Regularly exceeded daily sales and product add-on quotas.
  • Incorporated cross-selling, up-selling and add-ons and offered promotional items to increase sales
  • Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
  • Answered customer telephone calls promptly to avoid on-hold wait times.

Education

Secretarial Degree - Administration

Holmes Colleges
Melbourne
11.1991

Braemar College
Woodend
11.1990

Strathcona Girls Baptist Grammar
Camberwell
12.1985

Skills

  • Travel research
  • Overseas tours & Group Travel
  • Hotel accommodation
  • Marketing
  • Company guidelines and procedures
  • Business operations
  • Relationship development
  • Team management
  • Farming
  • Commercial Negotiation & Selling skills
  • Harassment training
  • Drug & Alcohol Training
  • OHS for Employee Awareness
  • Administration duties
  • Customer Support
  • Logistics Coordination
  • Professional Relationships
  • Administrative and Office Support

Additional Information

Travel Destinations:

  • Indonesia
  • Hong Kong
  • Singapore
  • Vietnam
  • Thailand
  • Fiji
  • Papua New Guinea
  • New Zealand
  • United States (California, Nevada, Pacific North West, New York, New Orleans)
  • UK
  • Iceland
  • France
  • Germany
  • Italy
  • Netherlands
  • Austria
  • Hungary
  • Mauritius
  • Los Cabos


Luxurious Travel :

  • The Legian Bali
  • The Peninsular Hong Kong
  • APT River Cruise Magnificent Europe
  • APT River Cruise Rhone River Cruise
  • Expedition Cruise around Iceland

Viticulture & Wagyu Cattle

I have a strong family history in operating local & boutique vineyards. Due to passion in this field we are currently in the stages of implementing our own vineyard within the Macedon Ranges. TULLUS will have its first 2500 vines planted in June of next year with the plan to grow up to 4000 by end of 2023. As a part of the farm to table we will also be working with my family selling original Wagyu Cattle for cellar door & restaurant consumption. This passion has allowed travel to many parts of the world experiencing different vineyards & cattle production.

Timeline

Guest Relations Consultant

Captains Choice
05.2023 - Current

Customer Service Officer

Bendigo Bank Romsey & Lancefield
07.2021 - 05.2023

Senior Travel Advisor

Echuca Travel Centre
06.2014 - 06.2021

Customer Service Agent & Business Development

Daylesford Accommodation Escapes
06.2012 - 05.2014

Contractor Distributor/Merchandiser

Reklaw Logistics/Tip Top Bakeries
05.2005 - 03.2023

Customer Service Representative & Corporate Sales

Qantas Airways
10.1998 - 07.2009

Customer Service Agent & Corporate Sales

American Express Travel
01.1992 - 09.1998

Secretarial Degree - Administration

Holmes Colleges

Braemar College

Strathcona Girls Baptist Grammar

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Rebecca Healy