Tracie Wise
Churchill,QLD
Summary
Versatile and results-driven professional with a robust background in travel & customer service, adept in corporate travel management and project planning. Excelled in building lasting client relationships and streamlining operations, showcasing exceptional communication and critical thinking skills. Proven track record of enhancing customer satisfaction and operational efficiency, with a keen eye for detail and a commitment to continuous learning and improvement.
Overview
23
23
years of professional experience
Work History
Corporate Travel Manager
FlightCentre Australia
Brisbane, QLD
01.2023 - 06.2023
- Assisted in preparing detailed itineraries for business trips, including all necessary documents.
- Meeting deadlines for quotes/bookings, managing finances, and the team in boxes, and assigned inquiries.
- Learning corporate systems, self-ticketing clients' bookings, and ensuring an elevated level of accuracy.
- Maintained relationships with external service providers, such as airlines, hotels, car rental companies, and other vendors.
- Organized corporate travel arrangements, including air and ground transportation, and hotel accommodations.
- Maintained relationships with travel partners and vendors.
- Offered exemplary customer service to new and existing clients, which helped build lasting relationships, and secure new travel assignments.
- Stayed up to date on travel industry, policies and restrictions.
- Liaised with all levels of management and teams to ensure adherence to business agendas ranging in complexity.
- Sustained operational efficiencies, coordinating domestic/international customer travel accommodations while managing airfare, hotel bookings, and rental car reservations.
ASSISTANT TEAM LEADER/Travel Assistant
FlightCentre Australia
Brisbane, QLD
03.2017 - 01.2023
- Assisted team leader in managing daily operations, delegating tasks and monitoring performance.
- Ensured that all team members were aware of their responsibilities and deadlines for completion of tasks.
- Conducted performance reviews for each individual member of the team, providing feedback where necessary.
- Created reports outlining project progress, accomplishments, challenges faced and areas for improvement.
- Utilized problem-solving skills when dealing with difficult situations or customer complaints.
- Trained new employees on operational procedures.
- Set goals and objectives for the team in line with organizational objectives.
- Trained new team members, tracked current team members' skills achievement, verified safe operating practices and reported and analyzed work-related injuries.
- Encouraged teamwork among staff members by recognizing individuals' contributions towards overall success.
- Led and directed eight store associates performing cashiering, customer service, recovery and sales and collaborated with store leadership to boost overall store performance.
- Stayed up to date on travel industry, policies and restrictions.
- Handled travel arrangements for groups, couples, executives and special needs clients.
- Offered exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
Senior Business Consultant
Startrack/Australia Post
Tullamarine, VIC
03.2013 - 02.2017
- Conducted meetings with clients to discuss their objectives, challenges, and strategies.
- Provided regular reports on account activity and performance metrics to stakeholders.
- Managed the relationship between internal teams and external customers.
- Collaborated with sales team members to develop solutions tailored to customer needs.
- Maintained a deep understanding of client products and services in order to effectively promote them.
- Resolved conflicts between customers and other departments by identifying root causes and proposing solutions.
- Established strong relationships with clients through regular communication and follow-up activities.
- Provided training sessions for customers on how best utilize the company's products or services.
- Performed financial analyses of customer data in order to identify areas of improvement or cost savings.
- Liaised between product development and sales and business teams to enhance product capabilities.
Project Manager
Skyebridge Australia
Melbourne, VIC
09.2012 - 03.2013
- Monitored performance metrics such as cost, timeline, quality control and customer satisfaction levels.
- Coordinated with internal departments as well as external vendors to ensure successful completion of tasks.
- Developed and implemented project plans, established timelines, tracked progress and ensured deadlines were met.
- Negotiated with project stakeholders or suppliers to obtain resources or materials.
- Submitted budget estimates, progress reports and cost tracking reports.
Customer Care Agent/Sales Support Executive
DHL Express Australia
Brisbane/Melbourne, QLD/VIC
02.2008 - 09.2012
- Provided timely and accurate responses to customer inquiries via phone, email, and chat.
- Maintained updated knowledge of products and services offered by the company.
- Gathered customer feedback to help improve customer service processes.
- Resolved customer complaints in a professional manner.
- Identified customer needs and provided appropriate solutions.
- Communicated effectively with other departments to resolve customer issues promptly.
- Monitored incoming calls from customers, ensuring all were answered in a timely manner.
- Troubleshot technical problems related to products or services provided by the company.
- Delivered customer support to high call load each shift.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Supported customers to maintain positive relationships throughout and following sales processes.
Business Owner/Operator
Tracie's Gardening service
Gladstone , QLD
04.2002 - 04.2004
- Generated ideas for new products or services based on market needs assessments.
- Consulted with potential clients to determine how company could best meet needs.
- Provided garden maintenance for clients including; mowing, whipper snipping, weeding, basic landscaping, planting & repotting, some maintenance on irrigation systems.
- Developed estimates for gardening services based on in-depth knowledge of labor and material expenses.
- Kept records for production, inventory, income and expenses.
- Determined pricing for products or services based on costs and competition.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
Horticultural Traineeship
Gladstone Port Authority
Gladstone, QLD
03.2000 - 04.2002
- Performed routine maintenance tasks such as weeding, pruning, fertilizing and irrigating.
- Identified pests and diseases by inspecting plants for signs of damage or infection.
- Plant & weed identification including learning botanical names
- Completion of Certificate II in Horticulture - Parks & gardens
- Applied pesticides according to label instructions using safety precautions when necessary.
- Planted trees, shrubs and other vegetation in accordance with established planting plans.
- Operated a variety of power tools safely while performing horticulture tasks.
- Cleaned work areas and maintained grounds and landscaping.
- Sowed grass seed or planted plugs of grass.
Education
Conflict Resolution Course - Conflict Resolution
TAFE Queensland
Bracken Ridge, QLD01.2009
Certificate III in Customer Contact -
01.2008
Completed Year 12 -
GLADSTONE STATE HIGH
01.1999
Certificate II in Horticulture -
General Safety Induction – Construction Industry 30125 -
Certificate III & IV in Travel & Tourism -
Skills
- I am a great communicator, listener, and eager to learn, and I love a challenge
- Project Planning
- Planning and coordination
- Microsoft Office
- Active listening
- Detail-oriented
- Relationship building
- Critical thinking
- Research planning
- Technical Support
- Problem resolution
- Customer service
- Reliable and trustworthy
- Travel arrangements
- Corporate travel management
- Supplier relations
- Scheduling
- Complaint resolution
- Product education
- Verbal and written communication
- Appointment scheduling
- Adaptive team player
Volunteer Experience
- Assistant manager of my team at FlightCentre within the first twelve months of starting my role. There was no other leader in my business for a while, so I stepped up to manage the team on my own.
- Assistant store manager in a retail store helping with managing tasks within my team as well as taking on management duties.
- Volunteered at the bushfire cleanup from the devastating Black Saturday bushfires in King Lake in 2009.
- Member of DHL’s Disaster relief program for 3 years & was deployed to Manilla in 2009 after a Tsunami affected the city and surrounds. I assisted with coordination and delivery. Airside loading & unloading aircraft & trucks with shelter, food & other essentials. I was appointed Liaison officer for my team & communicated with airport staff & security.
- Received an invitation from the United Nations humanitarian aid team to fly over the affected areas by helicopter to assess the destruction in Manilla & surrounding areas.
- Selected as one of the lucky eight consultants to travel and explore Germany for a week prior to the Global Ball gathering in 2018. We were fortunate enough to tour through Munich & Berlin.
References
References available upon request.
Timeline
Corporate Travel Manager
FlightCentre Australia
01.2023 - 06.2023
ASSISTANT TEAM LEADER/Travel Assistant
FlightCentre Australia
03.2017 - 01.2023
Senior Business Consultant
Startrack/Australia Post
03.2013 - 02.2017
Project Manager
Skyebridge Australia
09.2012 - 03.2013
Customer Care Agent/Sales Support Executive
DHL Express Australia
02.2008 - 09.2012
Business Owner/Operator
Tracie's Gardening service
04.2002 - 04.2004
Horticultural Traineeship
Gladstone Port Authority
03.2000 - 04.2002
Conflict Resolution Course - Conflict Resolution
TAFE Queensland
Certificate III in Customer Contact -
Completed Year 12 -
GLADSTONE STATE HIGH
Certificate II in Horticulture -
General Safety Induction – Construction Industry 30125 -
Certificate III & IV in Travel & Tourism -
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