Sarah Smith

• I was selected as the first Team Leader recruited to support the relaunch of the Cruiseabout brand in 2024 and the opening of its flagship Australian store. Achieving profitability in the store's second month of operation and delivering a profitable first year were significant highlights.
• Specific skills and responsibilities in this role (in addition to standard Team/Assistant Leader responsibilities) included:
• Assisted in recruiting, developing, and mentoring a high-performing team from inception, while fostering strong supplier and industry partnerships.
• Leveraged an extensive network of travel, tourism, and cruise industry contacts to build strategic partnerships and support business growth.
• Developed and maintained strong relationships with cruise line representatives, suppliers, and key industry stakeholders.
• Acted as a trusted industry contact, connecting customers, suppliers, and business partners to create mutually beneficial outcomes.
• Applied extensive cruise industry knowledge and market insights to identify opportunities, enhance customer experiences, and drive commercial success.
• Built and grew the store's customer database from inception through exceptional customer service, customer retention initiatives, and referral-based business.
• Partnered with cruise line representatives and industry experts to deliver regular customer information sessions and events, increasing customer engagement, confidence, and sales opportunities.

• Coupled with Maternity Leave

In addition to the below;

Promoted into leadership roles based on consistent sales performance, customer service excellence, and team development capabilities.

• Led a high-performing teams to achieve and exceed sales, profitability, service, and KPI targets.
• Coached, mentored, and developed team members through regular performance reviews, targeted training, and career development planning, improving individual capability and results.
• Established clear performance expectations, monitored progress, and provided constructive feedback to drive accountability and continuous improvement.
• Fostered a positive, inclusive, and collaborative team culture focused on professionalism, respect, customer satisfaction, and shared success.
• Delegated responsibilities according to individual strengths, empowering team members to take ownership and develop leadership skills.
• Managed employee performance, conflict resolution, and workplace challenges with professionalism and fairness.
• Built strong working relationships with senior leadership, business development managers and industry partners to support company objectives.
• Maintained exceptional customer satisfaction through proactive issue resolution, service quality management, and retention-focused customer care.
• Developed and maintained strong client and industry relationships, generating repeat business, referrals, and long-term loyalty.
• Led by example, consistently demonstrating integrity, professionalism, positivity, and a commitment to company values.

In addition to the below;

• Supported daily team operations, ensuring efficient workflow, customer service delivery, and achievement of sales and operational targets.
• Assisted in coaching, onboarding, and developing team members while promoting a positive and supportive workplace culture.
• Collaborated with leadership to implement sales initiatives, marketing campaigns, and business development strategies that contributed to revenue growth.
• Delegated and monitored daily tasks, helping maintain productivity, accountability, and customer service standards.
• Acted as a key point of support for both team members and customers, reinforcing company values and service excellence.

• Delivered personalised travel planning and expert advice to a diverse client base, including leisure, family, luxury, and retirement travellers.
• Consistently achieved sales, revenue, profit, and product targets through consultative selling and identification of value-added opportunities.
• Managed complex domestic and international travel arrangements, including multi-destination itineraries, flights, accommodation, cruises, tours, insurance, and ancillary products.
• Built and maintained long-term client relationships, generating repeat business, referrals, and consistently positive customer feedback.
• Provided end-to-end booking management, including reservations, invoicing, payment processing, reconciliation, documentation, and compliance with privacy requirements.
• Maintained expert product and destination knowledge through ongoing industry training, conferences, supplier engagement, and professional development.
• Supported clients throughout their travel experience, managing itinerary changes, disruptions, emergencies, and travel-related requirements.
• Utilised a range of systems including CRM platforms, GDS (Galileo and Sabre), Salesforce, Power BI, Zendesk, Olark, Microsoft Office, and proprietary reservation systems.
• Monitored and reported on key performance indicators including sales, conversion, turnover, and product mix to drive continuous improvement and business growth.

• Leadership of two stores with one being Retail front of house and the other, exclusively Online. These stores were formerly Cruiseabout Brand and were rebranded in 2019.

When stores reopened following the COVID-19 pandemic, I chose to return to the travel industry because I genuinely missed the customer interaction, relationship-building, and energy within the travel industry.

• Assessed and determined visa applications in accordance with Australian migration legislation, policy, and procedural requirements.
• Analysed complex information and evidence to make accurate, fair, and evidence-based decisions.
• Conducted research and verification activities to assess claims, identify risks, and support decision-making.
• Managed a diverse caseload while maintaining high levels of accuracy, productivity, and attention to detail.
• Engaged with internal and external stakeholders to ensure compliance with legislative and policy requirements.
• Contributed to reporting, briefing materials, and risk management activities through the provision of accurate data and insights.
• Performed quality assurance and record management activities to support program integrity, consistency, and continuous improvement.
• Emphasis on self-motivation, with a strong sense of personal responsibility.

Following a voluntary redundancy due to store closures during the COVID-19 pandemic, I accepted a casual role at Joondalup Hospital while awaiting onboarding and security clearance for my position as a Visa Decision Maker with the Department of Home Affairs.

• Provided administrative support within a high-volume Emergency Department, ensuring efficient patient admissions in a fast-paced clinical environment.
• Maintained accurate electronic health records by verifying and updating patient information, ensuring compliance with hospital policies, privacy requirements, and healthcare regulations.
• Assisted in managing patient flow through the department by facilitating registration, initial clerical triage process, and timely information exchange.
• Delivered compassionate and professional customer service, responding to patient and visitor enquiries while supporting individuals during stressful and often urgent situations.
• Demonstrated exceptional attention to detail when processing patient information, reducing administrative errors and supporting accurate clinical records.
• Contributed to the efficient operation of the Emergency Department by prioritising tasks, adapting to changing demands, and maintaining composure in high-pressure environments.