Professional Service Manager

• Jan 2023 - Present

Support Centre Manager

• Feb 2019 - Dec 2022

Currently I am overseeing and managing the provision of first and second level contact support for customer queries relating to functional or product support.I am responsible for ensuring the collaboration across the business to quickly reach effective resolutions for our customers. I am also actively involved in ongoing improvements to processes and compliance as well as the optimisation of approved internal technologies and systems.

Implementations Co-Ordinator

• Feb 2018 - Feb 2019

Responsible for the implementation of tramada® for new client implementations, configuration of additional modules, data jobs, GDS migrations, quality assurance and other associated tasks that result in a quality, on-time outcome. Additionally, you will undertake tasks allocated by the Project Manager of Implementations that fulfil the business requirements associated to implementation of tramada or it’s features. Specific Duties / Responsibilities - Implementations / Additional Modules / Tasks - Implement new clients that result in an on-time and trouble-free implementation - Assist with system creation, inputting of agency specification, creation of user log-ins and associated permissions, system configuration, data conversions and additional logos as required - Enable additional modules and complete tasks including configuration changes - Work with third parties including but not limited to GDS, Online Booking Engine, Payment Gateway, Enhanced credit card data feed providers - Ensure tasks are undertaken with quality and on-time resulting in optimised deliverables - Ensure documentation is accurately maintained and followed which includes but not limited to client facing documents, internal checks and actively contribute to the Implementations Manual - Actively participate in cross training - Utilise and adhere to the compliance of all internal tools and processes - Participate in and contribute to team meetings - Assist with client cutovers including onsite support - Delivering of quality, on-time tasks adhering to process - Develop and maintain accurate product knowledge on the tramada® suite of products

Systems Change Management - Team Leader

• Oct 2017 - Feb 2018

As Systems Change Management Team Leader, responsibilities include all aspects of release management for business critical systems used by Global Procurement Network and the Flight Centre Travel Group Selling Partners globally. I am also responsible for the quality of version testing and release management of Calypso, Landgate, Hotelhub, Switchfly and associated systems to ensure the delivery of system improvements that enhance the value of Global Procurement Network’s business systems. As Systems Change Management Team Leader, responsibilities include all aspects of release management for business critical systems used by Global Procurement Network and the Flight Centre Travel Group Selling Partners globally. I am also responsible for the quality of version testing and release management of Calypso, Landgate, Hotelhub, Switchfly and associated systems to ensure the delivery of system improvements that enhance the value of Global Procurement Network’s business systems.

Level 1 Support Specialist

• Oct 2016 - Sep 2017

Work closely with: External Customers, 1st Level Support, 2nd Level Support, Product, Development (IT Services, Developers, Business Analysts), Implementations and Training, 3rd parties (such as GDS and other Partners such as Serko and Concur), and Sales / Account Management. Responsible for the provision of immediate telephone, self logged and e-mail support for functionality issues with a requirement to accurately log, resolve and communicate to the customer base. Specific Duties / Responsibilities: - Provide telephone, self logged and e-mail support as scheduled - Ensure inbound contacts are accurately logged and classified - Quote the reference number to the client at point of initial contact and follow-up communication - Ensure help desk logs are detailed, clear client communication is provided and tickets are reviewed on a daily basis in the event of outstanding items - Filtering of queries resulting in minimisation of escalated queries to 2nd Level Support - Support Queues are maintained in a timely manner including new, level 1, waiting and resolved queues - Utilise “watch” to ensure you keep up to date with the progression of queries - Assist as required with cutover support for clients either onsite or via phone, e-mail and self logged - Actively contribute to and use the Knowledge Base to ensure frequently asked questions are created, maintained and used as part of the query resolution process - Assist as required with cutover support for clients either onsite or via phone, e-mail and self logged Support Team Meeting: - Participate and contribute to the Support Team meeting - Review / suggest updates for online documentation - Participate in and contribute to training / coaching sessions on products that you support - Maintain familiarity with Product Release Notes for all products that Tramada support

Application Support Administrator - Australasia

• Jan 2015 - Sep 2016

Returned to position of Administrator with restructuring of the Application/IT area within the Corporation.

Application Support Team Leader

• May 2014 - Dec 2014

As a result of a colleagues maternity leave, I was awarded the role of Team Leader and have taken on board higher duties in addition to the Application Support Co-ordinator I was already doing. The extra roles include:• Manage and support a small team of Applications Support Analysts (approx. 5-6 in the team)• Maintain weekly rosters for the Team and take charge of Team members leave approvals.• Create overviews and reports for Application Support Manager on overall Team performance• Escalate problems internally or to Overseas Global Travel Corporation Application Support Helpdesk

Applications Support Administrator - Australasia

• Feb 2011 - May 2014

Role changed to incorporate and include support to all TTC MS net and Java based Applications such as Calypso, Tropics, CMS, JavaScript Websites and Admin Tools. This includes: • Coverage of the Applications Support desk, phones and logging system• performing daily system monitoring, verifying the integrity and availability of software, server resources, systems and key processes.• Provide internal support/assistance to users on Calypso, Tropics and Tropics BI tools. Creation and administration of user accounts.• Provide external support/assistance to Brand Website users for Contiki, Insight and Trafalgar.• Logging and tracking of locally impacted issues/bugs with the relevant global support areas.• Communicate/disseminate information to the relevant business units regarding system downtime, scheduled changes, new releases, bug fixes and other application related notifications/updates.• Testing of new release versions, enhancements and bug fixes across Tropics, iTropics, ECI, FT and Calypso, within a specified timeframe.• Maintain Tropics Agency, consortium and commission tier data• Assist with Tropics Policy, Pricing and Promotion data loads• Calypso ACE report writing and support

Tropics Support Team

• Sep 2007 - Feb 2011

Promoted into the Tropics department to help maintain and load pricing and any administrative work for Trafalgar Tours, Insight Vacations and Contiki Holidays into their new Tropics in-house computer system. Work also as part of the i-Tropics Helpdesk answering calls from Agents and passengers to answer queries about Websites or problem solve any issues. Worked part-time 5 days a week.

Coach Database Consultant

• Jun 2005 - Sep 2007

Approached by the Travel Corporation to re-join leading up to their brochure loads into AURORA system working part-time 4 days per week.Purpose is to ensure the accurate and timely loading of the Coach Product database, with ongoing maintenance and adjustments through the selling season. To have an in depth knowledge of Aurora System and TTC Coach Products. Attention to detail and ability to work effectively as part of a team and independently. Hold strong administrative/analytical skills and the ability to control large workloads with ever changing priorities.

Coach Database Consultant

• Feb 2000 - Jun 2004

Purpose is to ensure the accurate and timely loading of the Coach Product database, with ongoing maintenance and adjustments through the selling season. To have an in depth knowledge of Aurora System and TTC Coach Products. Attention to detail and ability to work effectively as part of a team and independently. Hold strong administrative/analytical skills and the ability to control large workloads with ever changing priorities. Purpose is to ensure the accurate and timely loading of the Coach Product database, with ongoing maintenance and adjustments through the selling season. To have an in depth knowledge of Aurora System and TTC Coach Products. Attention to detail and ability to work effectively as part of a team and independently. Hold strong administrative/analytical skills and the ability to control large workloads with ever changing priorities.

Telephone Sales Consultant

• May 1998 - Aug 1999

Offered work by Contiki during busy season working casually to assist the Reservations Department. Offered work by Contiki during busy season working casually to assist the Reservations Department.

Reservations Supervisor

• Feb 1994 - Mar 1997

Supervision of Telephone Sales Staff of up to 15 people. Assisting the Reservations Manager with day to day running of the department, including the updating and maintaining of the computer database. Heading complaints. Credit/MCO allocation. Staff training and rostering.

Telephone Sales Clerk

• Jul 1993 - Feb 1994

Responding to incoming telephone calls, completing new air/land reservations, amendments and answering all enquiries. Keeping product knowledge up to date. Informing Travel Agents of cancelled tours and structuring new itineraries. Ensuring expired options and outstanding balances are precise and payment received within due date.

Reservations Clerk

• Mar 1993 - Jul 1993

Telesales. Processing of land and air bookings from Travel Agents. Notifying and controlling requests/cancellations of tours and hotels with Trafalgar’s’ Head Office in London.

Systems Operator

• Aug 1991 - Mar 1993

Monitoring of VAX 4000-300 & Micro VAX 3800. Maintaining LPS20, LN06 and LN03 printers. Helped to problem solve Hardware and Aurora Software problems. Looked after the maintenance of Travel Agent details. Monitoring daily backup files from system. Reporting to Managing Director with daily booking figures on spreadsheets and graphs.

Telex Operator

• Mar 1991 - Aug 1991

Assisted documentation department with requesting and collating of passenger travel documents. Researched information on passengers for cancelled tours department. Maintained and reconstructed filing system. Typing of daily telex’s to London Head Office. Daily mail.