Experience

Global Travel Network

• Australia
• Leisure, Travel & Tourism
• 1 - 100 Employee

• Event & Travel Manager

  • Dec 2017 - Present



Cornerstone Learning and Development

• Australia
• E-Learning Providers
• 1 - 100 Employee

• Trainer

  • May 2017 - Nov 2021

  Designed and delivered training programs for the leadership team, building their strategic and leadership capabilities. Drastically improved customer experience across STA Travel, Helloworld, The Travel Corporation and Entire Travel Group by training the wider team on customer behaviour, service techniques, and fundamental skills such as interpersonal and communication. Designed and delivered training programs for the leadership team, building their strategic and leadership capabilities. Drastically improved customer experience across STA Travel, Helloworld, The Travel Corporation and Entire Travel Group by training the wider team on customer behaviour, service techniques, and fundamental skills such as interpersonal and communication.



Flight Centre

• Australia
• Travel Arrangements
• 100 - 200 Employee

• Area Leader

  • Dec 2015 - May 2017

  Managed 20 Flight Centre Retail Businesses from a strategic and operational standpoint, including strategic planning, budgeting and reporting. Developed the leadership group to not only drive a strategic direction but growth and profitability. Provided leadership to a team of 100 employees while managing all aspects relating to human resources, from performance reviews to coordinating training, providing constructive feedback, and resolving staff grievances.

• State Leader (NSW & ACT)

  • Jan 2014 - Dec 2015

  Managed the winding down of external training programs in NSW and the ACT, which entailedcontributing to the strategic direction of the training function and integration of emerging technologies. Led the development and delivery of training programs within an adult learning environment for both group and one-on-one settings. Mentored, inspired, and managed a team of Training Managers ensuring training provided was consistent and compliant with Flight Centre's training requirements. Oversaw administrative responsibilities relating to the training function, from analysing course feedback to updating registers and producing reports. Show less



Global Sales Academy

• South Africa
• E-learning

• Assistant State Leader

  • Dec 2012 - Jan 2014

  Provided leadership to a team of 13 Sales Coaches across NSW/ACT, ensuring the provision of business objectives. Designed a statewide strategy that improved customer sales experience and increased revenue statewide. Integrated training programs across both face-to-face and webinar channels, displaying the ability to not only adapt to different learning needs but different environments. Provided leadership to a team of 13 Sales Coaches across NSW/ACT, ensuring the provision of business objectives. Designed a statewide strategy that improved customer sales experience and increased revenue statewide. Integrated training programs across both face-to-face and webinar channels, displaying the ability to not only adapt to different learning needs but different environments.



Flight Centre

• Australia
• Travel Arrangements
• 100 - 200 Employee

• Team Leader

  • Dec 1999 - Nov 2012

  Led small multidisciplinary teams of international and domestic Travel Consultants while setting KPIs,providing motivation, facilitating training, and offering a clear direction to drive high performance. Managed team budgets, cost controls, sales targets, and benchmarks, with the ability to identify trends, risks, and opportunities for improvement. Managed the entire sales lifecycle from requirements gathering to developing appealing travel packages, securing bookings, and executing travel plans. Show less

• Sales Trainer Training & Development

  • 2011 - 2012

  Coached managers and team leaders to improve the customers' experience across call recordings, and face-to-face and over-the-phone methods which ultimately increased the store's revenue. Led the design, development and facilitation of group training across NSW/ACT.

• Assistant Team Leader

  • Jun 1999 - Dec 1999

  Led the development of the sales and business development strategy to secure a number of significant internal awards, which also led to the offering of a Team Leader position.

• Travel Consultant

  • Dec 1998 - Jun 1999