Wendy Shattock
Upper Kedron,QLD
Summary
My career has spanned more than 20 years of building and maintaining strong relationships with clients who became regular return clients and eared a reputation for exceptional customer service. I am a self-motivated and enthusiastic worker with vast experience. I have developed and implemented marketing strategies to promote travel services and generate leads. I have worked many years in the travel field however have also worked in an administrative field and assisted in all areas of office work. I work well with all my colleagues, staff and customers.
Overview
24
24
years of professional experience
Work History
Senior Sales & Reservations Consultant
Alan Rogers Travel
01.2023 - Current
- Represented Alan Rogers Travel at the Caravan & Camping Supershow in Sydney and Melbourne
- Created and provided complex itineraries and travel documents for clients within Australia and New Zealand
- Liaised with the clients and our travel partners for the best experience for our clients
- Worked with both travel agents and direct clients to assist building the best itinerary to suits their needs and researching additional information required to make their holiday an exceptional experience.
- Responded promptly to client calls and emails requesting new travel arrangements or changes to existing itineraries to provide optimal customer service.
- Resolved travel problems, processed complaints to maintain customer satisfaction.
- Attended training sessions, familiarization trips and site inspections to maintain current industry knowledge and gain insight into tourism trends.
- Provided travel brochures and publications to build relationships, drive more traffic and bookings and showcase expertise.
- Maintained favourable working relationships with co-workers to foster and promote cooperative working environment.
- Advised customers on necessary travel documents and visa requirements to successfully reach planned destination.
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
Administration Assistant
Hydracell
01.2023 - Current
- Answered incoming calls, took and relayed messages, and maintained office access security
- Managed office workflow, including resource allocation, scheduling, and task delegation
- Supported daily operations with administrative expertise, including file management, document control, and operational reporting
- Coordinated travel arrangements and processed expense reporting and account reconciliation
- Performed various administrative functions including typing, filing, answering phones, preparing reports and maintaining records
- Greeted visitors, responded to general questions, and directed callers to proper location
- Organized domestic and international travel and hotel accommodations.
Travel Consultant
DREAM ESCAPES
11.2017 - 03.2020
- Arranged travel accommodations for groups, couples, executives and special needs clients
- Provided exemplary customer service to new and existing clients which helped build lasting relationships and secure new travel assignments
- Responded to clients' questions, issues and complaints and implemented appropriate solutions
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations
- Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings
- Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.
Travel Consultant
FLIGHT CENTRE
04.2009 - 11.2013
- Advised clients on visa, passport and security requirements relating to destinations and confirmed flight details for each reservation
- Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations
- Collected, handled and documented payments for travel services and associated feels
- Worked closely with clients to understand unique needs and meet specific travel desires
- Kept abreast of all airline rules, regulatory requirements and industry standards when scheduling travel arrangements
- Organized trips for individual, family and business travelers.
Customer Telephone Sales Consultant
QANTAS HOLIDAYS
01.2000 - 03.2009
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills
- Provided customers with information about availability and pricing
- Resolved various issues and discrepancies for customers
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings
- Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
Education
Diploma of International Tourism -
Australian Travel Agents
Certificate IV in Tourism (Retail Travel, Wholesale Operations -Domestic/Inbound/Outbound) -
Australian Travel Agents
Donvale College
Donvale, VICSkills
- Excellent Customer Service
- Problem solving
- Customer assistance
- Multitasking and Time management
- Teamwork
- Flexibility
- Attention to detail
Timeline
Senior Sales & Reservations Consultant
Alan Rogers Travel
01.2023 - Current
Administration Assistant
Hydracell
01.2023 - Current
Travel Consultant
DREAM ESCAPES
11.2017 - 03.2020
Travel Consultant
FLIGHT CENTRE
04.2009 - 11.2013
Customer Telephone Sales Consultant
QANTAS HOLIDAYS
01.2000 - 03.2009
Diploma of International Tourism -
Australian Travel Agents
Certificate IV in Tourism (Retail Travel, Wholesale Operations -Domestic/Inbound/Outbound) -
Australian Travel Agents
Donvale College
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