ExperienceTRAVEL CONSULTANT, QANTAS RESERVATIONS 2003- CURRENT

• Comprehensive working knowledge of Domestic and International airfares using AQIRE global reservations system. (Fares and Ticketing I and II)

▪ Chairman Lounge and Platinum Member Reservation Consultant – provide extensive knowledge and advice on commercial and frequent flyer fares, Qantas products and auxiliary products such as hotels and car hire.

• Extensive knowledge of Qantas and partner airline loyalty programs and redemption procedures.

• Working knowledge of Queues and delay handling procedures.

▪ Proven history delivering an exceptional standard of Customer Service and total Customer Satisfaction.

▪ Proven ability to handle customer complaints and bring resolution to escalated passengers.

▪ Meet all key performance indicators and comply with the corporate customer service standards.

▪ New ticket issuance – reissues of existing tickets and electronic/refunds/frequent flyer ticketing and fares.

▪ Liaising with all departments within Qantas’ operations, Yield Management, Finance, Customer Care, Chairmans and Business Lounge and Airport Staff.

BOOK KEEPER, MASTER IRRISCAPES PTY LTD. — 2002-2003

▪ Maintain financial operations using MYOB

▪ Account Receivable and Payable – BAS Statements

▪ Bank Reconciliation - Payroll – Invoicing

▪ Customer Service and general office administration

86b Green StreetIvanhoeVic3079

M 0425 721 448chrisnic@me.com

NICOLE GORDON

SENIOR SALES CONSULTANT, SALES FORCE AUSTRALIA 1998-2000

▪ Project Development and management role.

▪ Staff training and development.

▪ Responsible for writing system and procedural manuals.

▪ Production of Sales and Marketing.

▪ Liaise with key stakeholders and customers.

▪ Inbound and outbound sales consultant role.

OWNER OPERATOR, RA RA RA FOOD STORE CAFE 1996-1998

▪ Hands on management role of café, food store and catering business.

▪ Business administration and financial record keeping.

▪ Liaise with chef and kitchen staff regarding menu plans, design and stock requirements.

▪ Marketing and advertising for the various sectors of the business.

▪ Staff recruitment and training.

WAITER, PUNCH LANE WINE BAR RESTAURANT 1994-1997

▪ Front of house operations, hands on bar and restaurant service.

▪ Responsible for opening and closing restaurant – general setup for the day, table setting, stock beverage fridge, replenish flowers, update menu boards with chef’s specials, cheese board and wine list, reconcile and balance taking for lunch and dinner trade.

▪ Managed Client Reservations.

▪ Attend food and wine shows to keep up to date with the extensive variety of produce on the local market.

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EDUCATION

2003 Qantas - Fares and Ticketing I and II

Occupational Health and Safety for Employee Awareness

2003 Holmesglen TAFE — Financial Planning Service Certificate

Swinburne TAFE - Book Keeping For the Office 1 and 2

2000 CAE - Advanced Microsoft Word

1999 Sales Force S.T.A.R.S. - Certificate II Call Centre Communications

1995 Coffs Harbour Education Campus - Certificate II Accommodation Services

1993-4 Boxhill College of TAFE

Advanced Diploma in Hospitality Management

Workplace First Aid Certificate Level II

Special Employees Gaming License

SKILLSComputer Skills

Microsoft Word - Excel - MYOB V12

Apple Mac - Pages - Note Book – I Photo

Travel Reservations Systems - Amadeus – AQUIRE

Personal Skills

Excellent written and verbal communication skills acquired via study and customer service roles.

Excellent sales achievements. (Qantas Sales Award – Gold 2009 Platinum 2010-2012)

Strong customer service skills, prioritization, time management and problem solving skills.

Self Motivated and professional individual and team member.

High standard of personal presentation.

Ability to work independently and as part of a team.

Ability to work on a 7 day rotational roster basis.

Ability to relieve in superior positions.

Commercially Astute.

Consistent deliver of exceptional standard of Customer Service and total Customer Satisfaction.

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REFERRALS

Christina Bouras

Qantas Reservations Customer Service Manager Qantas

03) 9805 5757

Hercules Pitsiladis

Qantas Travel Consultant

0412 189 668

Anne-Marie McFadyen

Conflict Management Consultant

0423 002 655

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