Vera Lee
Sydney,Australia
Summary
With over 20 years’ experience within the travel technology space, I have a comprehensive knowledge in implementations, Project Management, training and support of both traditional and online travel & expense systems. I’m multi-talented, customer service oriented professional. I have an outstanding record of career progression and exceptional project completion results for global corporations.
Overview
18
18
years of professional experience
1
1
Certificate
Work History
CUSTOMER SOLUTIONS SPECIALIST
Platinum Travel Corporation
10.2017 - 05.2018
- Project manage client implementations
- Be the subject matter expert in our client technology products
- Review all internal processes and current configurations
- Train and provide support to new and existing clients
- Future proof the support / implementation area of the business by creating procedures and work flow documents
- Provide technical support where required
- Build relationships with new and existing clients
- Make improvements and recommendations to clients
- Exceed customer expectations through the delivery of a high standard of service by offering professional and timely advice.
DIRECTOR OF ACCOUNTS
Nano4Life Australia
07.2016 - 10.2017
- Managing customer accounts & needs
- Updating clients with our products & services
- Support order process and ensure delivery of products
- Responsible for accounts Australia wide
- Monitor sales pipelines
- Business proposal & Bid writing for major accounts
- Strategic planning
- New business development.
Le Organic Cookie & Co
Sydney Australia
01.2014 - 01.2016
- Specialising in dessert tables & arrangements for Corporate lunches, Weddings, Baby showers & children’s birthdays.
ONLINE MANAGER (Contract)
Sydney Australia
10.2013 - 01.2014
- Managing the Online team
- Supporting the sweeps of Online booking tools and back-office, help desk administration support for: Concur, Serko, Tramada and Limited Get There
- Optimal delivery of customer requests utilising existing tools and technology
- Providing assistance as required during the implementation period of new online
- Business Reporting on customer transactions, consultant productivity, helpdesk transactions and telecommunications
- Complete or contribute in major projects to improve online department efficiencies.
IMPLEMENTATION / PROJECT MANAGER
Sydney Australia
01.2010 - 10.2013
- Project managed local and global accounts to BCD Travel
- Maintain knowledge of technology, products and services that BCD Travel has to offer to clients
- Take ownership and lead the Implementation project to ensure the deadlines are met in accordance with the implementation timeline
- Conduct or assist in conducting the 'Kick-off' and processes for new client implementations
- Provide implementation setup and assist with training on products for existing clients, where available
- Guide the client through the implementation process and ensure that the appropriate questions are asked to successfully set-up the system per the client's needs
- Hold regular meetings with new clients during the implementation process
- Prepare all documentation and training manuals required for clients
- Conduct induction / road show / training sessions with the clients, Account Managers and consultant(s)
- Ensure all data required for a successful implementation is received in a timely manner and entered into all applicable systems
- Liaise with suppliers to ensure all fares and rates are loaded in the GDS
- Implement Online booking tools that include: Sabre Online, Concur Travel, Getthere and AeTM.
CLIENT PRODUCT TECHNOLOGY SPECIALIST
Sydney Australia
01.2009 - 01.2010
- To develop and empower the company’s internal team with knowledge then implement and manage online booking offerings
- To implement, demonstrate, train, communicate, manage and support multiple travel product systems such as Concur, Get There and Sabre Online Travel & Expense
- This also involved online transactions, strategic reporting and opportunities in improving efficiencies and revenue generation
- Manage online implementations for traditional existing clients
- Manage product implementations for new and existing BCD Travel clients
- Review new client processes are in keeping with the general philosophy of a no touch solution
- Provide training for our clients on the following points of service: End User/Reporting/System Administration for both reseller and direct agreements
- Assist with client product and online demonstrations supporting the AM & Sales team
- Create an efficient Communication system(s) for clients, online team and all internal staff
- Escalation and Defect management to APAC and Global Product Managers.
Online Travel Consultant
Sydney Australia
01.2007 - 01.2008
- Implementation of Online Travel tool
- Providing passwords and setting up client profiles
- Loading of hotels, car and airfares
- Logging all major problems and making sure that there has been a solution provided for the clients
- Complaint handling & trouble shooting
- Talking clients through making bookings online
- Training new clients on how to use the Online Travel tools
- SYSTEMS USED – SABRE / TRAMADA / WEBRES
CORPORATE CONSULTANT
Sydney Australia
01.2006 - 01.2007
- Processing of Corporate Bookings both Domestic and Trans-Tasman
- Ticketing / Reissues
- Adherence to Companies Corporate Travel Policies
- Accounting /Processing refunds
- Trouble shooting for “Webres”
- SYSTEMS USED – SABRE / TRAMADA / WEBRES
RENTAL SERVICE OFFICER
Sydney Australia
01.2005 - 01.2006
- Opening and closing car rental contracts
- Face to face customer service
- Processing of rental agreements, accident and damage reports
- Monitoring, tracking and organising fleet
- Up selling products.
international travel consultant
Sydney Australia
01.2004 - 01.2005
- Making, Managing and maintaining all bookings
- Taking enquiries from the internet and following up
- Taking enquiries from general public
- Attending to customers.
RESERVATIONS CONSULTANT
Sydney Australia
01.2001 - 01.2004
- Assisting passengers with all general enquires
- Assisting customers at the Airport with check-in duties when required
- Assisting travel agents with all ticketing & fare enquires
- Making & changing reservations
- Issue and reissue of tickets
- Serving passenger in ticket office
- Processing refunds.
RECEPTIONIST
Sydney Australia
01.2000 - 01.2001
- Answering all incoming calls
- Assisting General Manager and Sales Manager
- General administration
- Handling all incoming & outgoing mail
- Preparing monthly statistics.
Education
Certificate III in Tourism -
A.F.T.A Travel & Tourism College
01.2000
High School Certificate -
James Busby High School
01.1998
Westfield Sports High School
01.1994
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
CUSTOMER SOLUTIONS SPECIALIST
Platinum Travel Corporation
10.2017 - 05.2018
DIRECTOR OF ACCOUNTS
Nano4Life Australia
07.2016 - 10.2017
Le Organic Cookie & Co
Sydney Australia
01.2014 - 01.2016
ONLINE MANAGER (Contract)
Sydney Australia
10.2013 - 01.2014
IMPLEMENTATION / PROJECT MANAGER
Sydney Australia
01.2010 - 10.2013
CLIENT PRODUCT TECHNOLOGY SPECIALIST
Sydney Australia
01.2009 - 01.2010
Online Travel Consultant
Sydney Australia
01.2007 - 01.2008
CORPORATE CONSULTANT
Sydney Australia
01.2006 - 01.2007
RENTAL SERVICE OFFICER
Sydney Australia
01.2005 - 01.2006
international travel consultant
Sydney Australia
01.2004 - 01.2005
RESERVATIONS CONSULTANT
Sydney Australia
01.2001 - 01.2004
RECEPTIONIST
Sydney Australia
01.2000 - 01.2001
Certificate III in Tourism -
A.F.T.A Travel & Tourism College
High School Certificate -
James Busby High School
Westfield Sports High School
Certification
- Project Management Course
- Concur cert for building site & implementations
- Get there scrip writing - certified in Singapore
- Sabre online - Sabre office
- Tramada online - Tramada Office
- Customer service various courses
References
Available upon request
Master Baker & Cooking, Boxing, Reading, Fine Dining, Roller Blading & Swimming
By day, I'm a mum of 2 boys Hunter (8) and Jonah (3) I'm studying Real Estate & travelling the world. However by night, I don my apron and transform into a culinary mastermind, whipping up delectable treats as a Master Baker and Cook. My refined taste buds have earned me the esteemed title of Fine Dining Connoisseur, and I'm always on the lookout for the next great gastronomic adventure and when I need to blow off some steam, you can find me lacing up my roller skates and hitting the pump track, where I trade in my whisk for wheels and show off my moves as a keen roller bladder.
References
Available on Request
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