Samantha Heard
Cairns,Australia
Summary
SUMMARY
Enthusiastic Customer Service professional with over 13 years' experience in customer service,
administration, and reservations roles. Adept at managing customer inquiries, upselling services, and handling
transactions with proficiency in various booking systems and computer applications like TREMS and Respax.
Proven ability to quickly learn processes, train staff, and consistently exceed sales targets. Achieved
recognition as a top-selling agent and maintained a 95% quality score in a fast-paced environment. Dedicated
to providing exceptional customer service and building strong relationships.
Overview
19
19
years of professional experience
Work History
Reservations and Operations tour coordination specialist
Down Under Tours
11.2024 - 05.2025
- Company Overview: Down Under Tours is a large tourism/professional coach company
- Great sales skills, honest advice, local experience, enthusiastic every shift, computer skills, helpful and caring, INTEGRITY!!!
- Skills Used
Guest Services Agent
Destination Cairns Marketing
06.2022 - 11.2024
- Company Overview: Destination Cairns Marketing is one of the leading tour consultant sales agents in Cairns. There was satellite desks found in Shangri La, Novotel Oasis, and Doubletree by Hilton and 2 main desks, one in Palm Cove and one under the Pacific Hotel in Cairns city.
- Great sales skills, honest advice, local experience, enthusiastic every shift, computer skills, helpful and caring.
- Skills Used
Team Leader of the reception
Wildlife Habitat Port Douglas
12.2021 - 02.2022
- Company Overview: The Wildlife Habitat presents all local animals of FNQ in an incredibly open and friendly environment. It allows customers to interact with the wildlife like no other zoo within QLD.
- Team Leader of the reception
Contracted Full-time telephonist in Families and Parenting
Services Australia
01.2021 - 11.2021
- Company Overview: Services Australia is the social security for Australian citizens.
- Strong listening, emotional understanding, empathy, financial guidance, and outstanding integrity.
- Skills Used
Tour Consultant
Reef Information Visitor Centre
10.2016 - 01.2021
- Company Overview: Reef Info is Cairns Private Apartments accommodation as well as a Travel/Tour information desk.
- Full time Reservations and Tour Consultant/4.5-star accommodation receptionist
Casual sales team member
Aelia Duty Free Australia
02.2017 - 07.2017
- Company Overview: Duty free retail at the international airport.
- Casual sales team member
- Accomplishments
Full time Sales and Marketing Manager
Seastar Cruises
01.2014 - 10.2016
- Company Overview: Seastar Cruises premium reef cruise combines the outer Great Barrier Reef with a coral cay island. This cruise rated number 1 on Trip Advisor 6 years running and is locally owned and run.
- Full time Sales and Marketing Manager
Full time Reservations and Tour Consultant/4.5-star accommodation receptionist
Reef Information Visitor Centre
10.2011 - 01.2014
- Company Overview: Reef Info is Cairns Private Apartments accommodation as well as a Travel/Tour information desk.
- Full time Reservations and Tour Consultant/4.5-star accommodation receptionist
Main photographer for Hartley’s Crocodile Adventures
Think Digital
07.2006 - 05.2010
- Company Overview: Photography
- Main photographer for Hartley’s Crocodile Adventures
- Accomplishments
Education
Certificate 5 - Animal Husbandry
Bachelor of Psychology -
James Cook University
Cairns, QLD01.2006
Skills
- Demonstrated ability to deal courteously with people by telephone and in person
- Strong computer skills and general clerical experience
- Strong organisational skills
- Exceptional communication skills
- Demonstrated ability to function calmly under pressure
- Understanding of and commitment to principles of company policies
- Excellent attention to detail & ability to prioritise workload to workflow requirements
- Reliable, punctual, and enthusiastic work ethic
- Ability to work independently and effectively within a team & take direction
- Demonstrates quick and efficient use of computers and modern computer programs and differing platforms
- Highly organised and have ability to work methodically
- Strong attention to detail and have a prominent level of accuracy
Industry Training
Telephone Techniques, Yes I Can – Customer Service 101, 100% Guest Satisfaction Guarantee, Senior First Aid Certificate (2010), Have passed and provided a Police criminal check many times, Blue Card working with children, ASIC training and card for working in an international airport, Management design within corporate marketing, Operational Psychology in HR management, Media design software programming, Introduction to Conflict, Digital Marketing, Sales Leadership, Using property management platforms such as HiSite, Booking.com and AirBnB, Armed Robbery Awareness, Correct Lifting Procedure, Work Health and Safety, Food Safety and Hygiene, Harassment and Discrimination, Workplace Bullying, Privacy in the workplace
Timeline
Reservations and Operations tour coordination specialist
Down Under Tours
11.2024 - 05.2025
Guest Services Agent
Destination Cairns Marketing
06.2022 - 11.2024
Team Leader of the reception
Wildlife Habitat Port Douglas
12.2021 - 02.2022
Contracted Full-time telephonist in Families and Parenting
Services Australia
01.2021 - 11.2021
Casual sales team member
Aelia Duty Free Australia
02.2017 - 07.2017
Tour Consultant
Reef Information Visitor Centre
10.2016 - 01.2021
Full time Sales and Marketing Manager
Seastar Cruises
01.2014 - 10.2016
Full time Reservations and Tour Consultant/4.5-star accommodation receptionist
Reef Information Visitor Centre
10.2011 - 01.2014
Main photographer for Hartley’s Crocodile Adventures
Think Digital
07.2006 - 05.2010
Certificate 5 - Animal Husbandry
Bachelor of Psychology -
James Cook University
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