Sarah Franks
Miranda
Summary
Dedicated and customer-focused professional with extensive experience in the airline and travel industry. Passionate about delivering exceptional guest experiences, problem-solving, and ensuring smooth airport operations. Adept at handling customer queries, flight disruptions, and ensuring compliance with airline procedures. Recognised for strong work ethic, empathy, and ability to thrive in high-pressure environments.
Overview
28
28
years of professional experience
Work History
Office Manager
Yamari Ochre
12.2022 - Current
- Provided exceptional customer service when addressing client needs and concerns via phone calls or email correspondence.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
Administration Assistant
Yarrawalk/Tocomwall
04.2019 - 12.2022
- Increased customer satisfaction by providing timely and professional responses to inquiries via phone, email, or in-person visits.
- Facilitated employee onboarding experience by coordinating orientation sessions and completing necessary paperwork efficiently.
- Recorded expenses and maintained accounting records.
- Collaborated with team members to complete daily operational tasks.
Customer Service Officer
Cathay Pacific Airways
01.2009 - 04.2019
- Provided exceptional customer service, assisting passengers with check-in, boarding procedures, and assistance on arrival
- Managed flight disruptions, rebooking guests efficiently, and ensuring a smooth airport experience
- Assisted unaccompanied minors and passengers requiring special assistance with care and professionalism
Business Development Executive
Cathay Pacific Airways
10.2004 - 12.2009
- Built and maintained strong relationships with key travel partners and corporate clients
- Developed and implemented sales strategies to increase revenue and market presence
- Increased client base by identifying and pursuing new business opportunities through market research and networking.
- Provided training and support to travel agents on airline products and services
Area Sales Executive
Globus and Cosmos
09.2003 - 09.2004
- Promoted and sold international tour packages, tailoring experiences to customer preferences
- Provided exceptional customer service, ensuring satisfaction and repeat business
- Boosted revenue by identifying new market opportunities and targeting key prospects.
Sales Executive
Creative Holidays
04.2001 - 08.2003
- Advised and provided training to key industry partners on travel packages, and airline services, enhancing customer experience
- Met and exceeded sales targets through effective communication and relationship-building skills
Travel Consultant
Great Holiday Escape
06.2000 - 04.2001
- Built strong relationships with clients through exceptional communication and personalised service.
- Assisted clients with holiday planning, ticketing, and hotel reservations
- Provided tailored travel recommendations based on customer needs and budgets
Travel Consultant
RCI Travel
09.1996 - 06.2000
- Built strong relationships with both corporate and leisure clients through personalised service.
- Booked flights, accommodations, and tour packages for domestic and international travel
- Delivered high-quality customer service, addressing inquiries and resolving travel-related concerns
Education
Certificate in IV - Workplace Training and Assessment
TAFE NSW
Gymea, NSW01-2010
Year 12 -
The Geelong College
Geelong, VIC01-1993
Skills
- Customer Service
- Passenger assistance
- Attention to detail
- Exceptional communication
- Friendly, positive attitude
- Calm under pressure
Additional Information
Australian Citizen/Permanent Resident, Available for rotating shift rosters, including weekends and public holidays, Reliable transport to and from Sydney Airport, Passionate about the travel and aviation industry
Timeline
Office Manager
Yamari Ochre
12.2022 - Current
Administration Assistant
Yarrawalk/Tocomwall
04.2019 - 12.2022
Customer Service Officer
Cathay Pacific Airways
01.2009 - 04.2019
Business Development Executive
Cathay Pacific Airways
10.2004 - 12.2009
Area Sales Executive
Globus and Cosmos
09.2003 - 09.2004
Sales Executive
Creative Holidays
04.2001 - 08.2003
Travel Consultant
Great Holiday Escape
06.2000 - 04.2001
Travel Consultant
RCI Travel
09.1996 - 06.2000
Certificate in IV - Workplace Training and Assessment
TAFE NSW
Year 12 -
The Geelong College
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