Shayne Waikato
Sydney
Summary
My primary objective is to obtain extensive Tourism knowledge and experience with an organization that offers great challenges and opportunities for my career development. I have a lot of strategic, conceptual, and Analytic skills to offer.
Overview
10
10
years of professional experience
Work History
Reservations Agent
Contiki Holidays
2024.08 - Current
- Managed high call volume with exceptional attention to detail, resulting in fewer booking errors and cancellations.
- Developed strong relationships with travel agents and corporate clients, leading to increased referral business and repeat bookings.
- Provided customers with information about availability and pricing.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Provided outstanding customer service by addressing client inquiries and resolving issues professionally and courteously.
Bartender
Merivale
2024.03 - Current
- Served high customer volumes during special events, nights, and weekends.
- Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
- Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
- Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
- Kept bar presentable and well-stocked to meet customer needs.
- Increased customer satisfaction by providing excellent service and crafting high-quality cocktails.
Cabin Crew
Virgin Australia
2023.07 - 2024.01
- Dedicated exceptional customer service
- Skilled at responding to emergency situations
- Ability to put passengers at ease and create a positive travel experience
- Ability to conduct engaging and informative safety demonstrations and presentation
- Managed challenging situations calmly and professionally, such as handling unruly passengers or addressing flight delays.
- Maintained cabin safety by conducting pre-flight checks, adhering to airline policies, and following emergency procedures when necessary.
- Assisted passengers with special needs, providing personalized care and support throughout the flight.
Strategic Business Customer Experience Support
Winc
2022.03 - 2023.06
- Deliver High standards of customer Service
- Phone and email enquiries
- Problem solving/alternatives/replacements
- Meeting deadlines and KPIs
- Documentation/reports
- Identify and report on trends in customer enquiries
- Collaborate with internal departments on alterative stock
- Managing and following up on the Business managers customers portfolio
- Maintain knowledge of Winc products, services, pricing, and overall strengths /weaknesses to determine how best to service and motive key accounts to stay with business
Customer Service Representative & Team SME (Subject Matter Experts)
Woolworths Online
2020.06 - 2022.03
- Deliver high standards of customer Service - through, voice, webchat, emails and Outbound
- Coaching to errors & feedback
- Phone and email enquiries & complaints handling
- Problem solving
- Meeting deadlines and KPIs
- Documentation
Operations & Reservations Consultant
Creative Cruising
2018.11 - 2020.03
- Provide High standards of customer Service - inbound and outbound
- Training, supporting and staff guidance
- Relationship management
- Achieving KPIs
- Team motivation
- Planning and Conducting team meetings
Customer Logistics Specialist
KiwiRail
2016.01 - 2018.11
- Logistic planning
- Inbound/outbound calls and emails
- Relationship management
- Complaint handling
- Problem solving
- Managing outgoing/incoming freight
- Generating customer bookings for large stakeholders
- Business development
PAX - Passenger Service Agent
Menzies Aviation
2015.02 - 2016.12
- Identification verification
- Passenger Assistance
- Flight Boarding
- Security Checks
- Problem solving
- Redirection and booking of travel
Education
Certificate II -
Airline, Travel & Tourism
New ZealandCertificate -
International Flight Attending
Menzies Certificate -
Air Training Solutions Certificate -
Travel Careers and Training Certificate Level 3 -
Self Defence -
Core Skills Level 3 -
NZQA National Certificate of Travel Level 3 -
Amadeus Certificate - proficient with GDS System
Hertz Certificate -
Skills
- Patience and composure
- Reservations assistance
- Upselling strategies
- Cancellation processing
- Reliability and punctuality
- Equipment monitoring
- Initiative-taking
- Safety awareness
- Assertiveness
- Baggage handling
- Company policy adherence
- Jet lag management
References
Available upon request.
Systems
- SAP
- GENESYS
- Salesforce
- Rubix
- Site Management
Timeline
Reservations Agent
Contiki Holidays
2024.08 - Current
Bartender
Merivale
2024.03 - Current
Cabin Crew
Virgin Australia
2023.07 - 2024.01
Strategic Business Customer Experience Support
Winc
2022.03 - 2023.06
Customer Service Representative & Team SME (Subject Matter Experts)
Woolworths Online
2020.06 - 2022.03
Operations & Reservations Consultant
Creative Cruising
2018.11 - 2020.03
Customer Logistics Specialist
KiwiRail
2016.01 - 2018.11
PAX - Passenger Service Agent
Menzies Aviation
2015.02 - 2016.12
Certificate II -
Airline, Travel & Tourism
Certificate -
International Flight Attending