MARGIE COLBECK 6 Barbara Court, Mona Vale NSW 2103

Phone: 0416 928 122 ● Email: colbeckmargie@gmail.com

TRAVEL INDUSTRY SALES PROFILE

Accomplished Travel Industry Professional - CLIA (Cruise Line Industry Association) accredited, with extensive experience in all aspects of sales generation, account management, business development, customer service, relationship development, training, and quality assurance within the travel industry. Consult effectively with clients and vendors to effectively prioritise activities and achieve defined objectives, with the ability to translate client requirements into sales solutions. Proven success creating and accelerating sales growth, cultivating and developing new business, and obtaining optimal levels of profitability in highly competitive market segments.

Customer Service Operations ● Sales Development ● Client / Vendor Relations ● Relationship Development Team Leadership ● Project Management ● Training and Coaching ● Business Development

Administrative Functions ● Quality Assurance ● Performance Management ● Product Promotion

PROFESSIONAL EXPERIENCE

CRUISES.COM.AU, Brookvale● 04/2015 – Made Redundant due to Office Closure Part of the leading cruise company OzCruising Pty Ltd. Business Development and Training Manager

Source and secure sales and maximise revenue while engaging with large and diverse groups on issues associated with cruising; represented several brands and other cruise lines in the absence of their staff.

Accomplishments: • Trained and mentored staff on initiatives to maximise customer service delivery and sales. • Generated business via connections gained from extensive global travel. • Prepared and delivered engaging presentation using PowerPoint. • Liaised with customers to drive business development and resolve complex customer issues.

CRUISEABOUT, Mona Vale ● 10/2014 – 04/2015 A company offering cruise itineraries and flights, accommodation and touring to complement cruise holidays. Sales Consultant Generated sales of company products and services, while ensuring attainment of specified sales objectives. Handled all aspects of account management, and expand business through provision of exemplary customer service. Managed sales process throughout entire lifecycle, including development of customised services to meet client requirements. Upsold additional products and insurance services to increase revenue.

Accomplishments: • Achieved highest cabin count from all consultants in Australia, and status as second highest novice in sales. • Succeeded in exceeding company sales targets.

QANTAS AIRWAYS, Mascot ● 05/1988 – 06/2014 The flag carrier airline of Australia and its largest airline by fleet size, international flights and international destinations.

Cabin Crew Trainer and Lead Facilitator (06/2010 – 06/2014) Directed and developed training programs in accordance with Qantas policies, standards and procedures. Facilitated training for cabin crew and Onboard Managers in customer service duties, new aircraft types, PA systems, leadership, mentoring and problem solving. Spearheaded change management, mind-set and cultural shift programs. Drove development and continuous improvement of training.

Accomplishments: • Assisted in implementation of new Business Class product. • Contributed to training of over 15,000 staff across all departments of the organisation. • Completed MGI Facilitator Training and trained new recruits in customer service language techniques. • Championed cultural and competence change in role as Lead Trainer.

Customer Service Manager (06/2001 – 06/2014) Managed, trained and motivated employees in providing highest levels of customer service and safety. Ensured compliance with all occupational health and safety service and company standards. Maintained strict adherence to specified schedules to minimise delays and costs. Provided ongoing operational feedback to senior management.

MARGIE COLBECK Page 2 ● colbeckmargie@gmail.com

Accomplishments: • Consistently exceeded expectations on bi-annual performance reviews between 2006 and 2014. Received Spirit

of Service Award • Served as Core Facilitator for Exceptional Programs of Customer Service Training (2009-2014). • Achieved 100% on time departures by motivating all relevant staff to meet KPIs. • Selected as member of Promotional Team representing company at corporate events. • Played key role in successfully implementing new domestic business product across Australia in July 2013.

Service Quality Leader (01/2001 – 06/2012) Maintained highest degrees of service quality by observing cabin crew activities, and providing support, coaching and feedback. Contributed to development and continuous improvement of customer training, while maintaining compliance with corporate OH&S and customer service standards.

Accomplishments: • Directly contributed to raising NPS score on dedicated route and subsequently the Domestic Division. • Received Recognition Award for contributing successfully to customer service training.

Cabin Safety Auditor (06/2010 – 06/2014) Evaluate and measure effectiveness of company policies and procedures. Identify threat, error and risk exposure within operational environment, and conduct inflight observations in accordance with safety operations audit policy. Assess systems and make recommendations for improvement. Documented and provided input on all gathered data from audits. Escalate issues to improve safety.

Accomplishments: • Successfully completed threat and error management training, conducting average of two full safety audits across

the Qantas fleet. Received Spirit of Safety Award.

EDUCATION AND TRAINING CLIA Ambassador Accredited

Cert 111 in Travel and Tourism Polar Online Training Academy

Princess and P&O Training Academy - Commodore Status Carnival Cruise Academy

Cruising for Excellence Training Academy Next Step Frontline Leadership Diploma - Fares and Ticketing Diploma - Airline Operations

Certificate - IV Workplace Training and Assessment Certificate II - Ski Instructor

Certificate of Completion - Threat and Error Management Customer Service

EEO and Standards of Conduct Crime Awareness / Fatigue Awareness / Privacy Awareness

Knowledge & Productivity Improvement Next Step - Frontline Leadership

Competition and Bribery Law (Compliance) ACAA Customer with Disabilities

Employee, Alcohol and Drugs Awareness Professional Affiliations

Australian Professional Snowsports Instructors