Manager Operations and Administration

• Jul 2022 - Present

Sales Cruise Consultant

• Dec 2020 - Present

• Working independently and remotely in providing first-class customer service to clients. • Applying people-person strengths to develop excellent rapport with customers; building enthusiasm and desire while drawing on travel industry expertise to plan and arrange seamless travel itineraries. • Conducting inbound calls/live-chats to cultivate and strengthen relationships with customers. • As Carnival Australia ambassador, showing the highest standards of professionalism in all interactions and supporting the Company’s mission, values and positive image. • Being reliable, attentive and using great problem-solving skills so as to exceed customer expectations. • Consistently meeting and exceeding benchmark KPIs and sales targets set by the Team Leader. • Demonstrating strong collaboration to support Carnival’s UK and US personnel in handling cancellation requests and redeeming shareholder benefits for selected cruise bookings. • Provided vital data to the Project Improvement Team for the enhancement of internal sales systems.

Senior Cruise Consultant

• Feb 2018 - Dec 2020

• Presented all online enquiries and potential customers with a superb first impression of Clean Cruising’s personalised service and industry expertise.• Implemented best-practice sales process to meet the Company’s business goals and vision to become Australia’s preferred cruise agent.• Demonstrated comprehensive knowledge of all cruise operators and routes, itineraries, group bookings, package deals, VIP offerings and promotions, cabin layouts, popular cruise trends, as well as airlines, tours and transfer options, and the full-scope booking process.• Led by example to train and mentor a team of consultants to confidently assess customers’ needs and provide them the best possible cruise holiday and travel services shopping experiences.KEY ACHIEVEMENTS• Successfully strategised the sharing of operational best-practice to exceed weekly/monthly/yearly KPIs.• More than $2.3M sales in first year as Senior Consultant. Transferred $120K of commission in Y1.• Achieved 42% repeat client rate and $172K in new revenue sales. • National winner of Helloworld Travel’s Rising Star Award in 2019.

Cruise Specialist (CLIA Master)

• Feb 2018 - Dec 2020

Travel Consultant

• Feb 2016 - Jan 2017

• Liaised with consultants and franchisees to create optimum value travel packages that met customer needs and budget, maximised the likelihood of return business and satisfied Company sales objectives. • Prepared travel quotations for clients, booked flights, produced travel documents, and provided informed advice regarding finance terms and flight scheduling. • Liaised with consultants and franchisees to create optimum value travel packages that met customer needs and budget, maximised the likelihood of return business and satisfied Company sales objectives. • Prepared travel quotations for clients, booked flights, produced travel documents, and provided informed advice regarding finance terms and flight scheduling.

Senior Sales Consultant / Gallery Manager

• Apr 2013 - Jan 2016

• Delivered top level customer service in the sale of prestigious travel products for providers including Princess Cruise Lines, Royal Caribbean, Celebrity Cruises and Norwegian Cruise Line. • As Team Leader, motivated and mentored consultants to achieve individual and group sales targets. • Controlled POS, calculated commissions, and prepared finance reports and activity statements. • Organised and delivered seminars and workshops focused on identifying new revenue streams. • Facilitated key Park West Gallery VIP events. KEY ACHIEVEMENTS • Developed improved marketing plan that led to a 24% increase in webinar attendance. • Modified the loyalty plan and increased past guest spend by 17%. • Contributed as a departmental lead at Captains meetings – identifying areas of improvement and developing strategic action plans accordingly. • Excellent customer service acknowledged by Princess with an ‘Employee of the Month’ nomination.

Sales Associate

• Jan 2010 - Apr 2013

• Provided excellent customer service and demonstrated adaptability, flexibility and organisational skills in performing multi-functional activities as a gift shop Sales Associate and Spa Therapist. • Outstanding work ethic and commitment to excellence acknowledged with multiple commendations. • Provided excellent customer service and demonstrated adaptability, flexibility and organisational skills in performing multi-functional activities as a gift shop Sales Associate and Spa Therapist. • Outstanding work ethic and commitment to excellence acknowledged with multiple commendations.