Anna Curran Email & Phone Number

Brisbane, Queensland, Australia

• TravelManagers Australia winner of the Denise Dean Advocate award - 2024• Top 4 Personal TravelManager in QLD - 2024• Most improved Personal Travel Manager Queensland 2018 • Small business owner partnering with Travel Managers Australia acting as the first point of contact and providing expert travel advice to clients resulting in positive life-changing experiences.• Manage client expectations and complaints, surrounding cancellations, delays, and refunds with poise, understanding and tact while advocating on their behalf to attain the best result. • Coordinate internal and external stakeholder communication assisting with Travel Insurance claims investigations to collate all necessary evidence delivering sound resolutions. • Verified information, acting proactively to rectify any errors and be at the forefront of any issues that may arise.• Maintained specialist knowledge and stayed up to date on policies, systems, and technologies for over 120 travel providers including airlines, wholesalers, cruise lines and tour operators, through training seminars, online learning, consumer trade shows and industry functions.• Followed up with the clients to ensure customer satisfaction, obtain feedback and secure future business. Key Achievements:• Investigated approved transit options navigating time zones and leveraging airline relationships to repatriate stranded and distressed Australians quickly and with minimal out of pocket expenses in their plight to get home with transit borders closing to overseas arrivals.• Championed client needs collaborating with airlines and third-party suppliers for individual rebooking or refund options when managing high volumes of cancellations caused by the Coronavirus pandemic. Balancing the business needs to curtail commission recalls with minimising customer cancellation fees, 100% of clients have been satisfied with the outcomes achieved.

Greater Brisbane Area

Administration and receptionist support to clients and staff of Accommodation Services and Respite Support handling incoming and outgoing telephone calls and performing administrative and clerical tasks.• Front counter and telephone enquiries • Versatile team player demonstrating a ‘can do’ attitude• Account management- household & client budget; mobile phone; Australia Post reconciliation• Data entry; generalist secretarial support including drafting documents, filing and copying• Maintaining centre and household stationary and first aid supplies• Maintaining company vehicles including servicing and monthly km reporting• HR support – staff timesheet approval; recruitment services; maintaining staff records• Fully proficient in MS Office

Brisbane, Queensland, Australia

Provision of disability services including reasonable adjustment to ensure that employees with disability can perform the inherent requirements of their position and enjoy equal opportunity.Key Achievement• Conducted a review of Reasonable Adjustment processes, made recommendations for streamlined equipment ordering and approval resulting in a reduction of delivery times from 21 days to 9 days, a 30% reduction in time off work with paid leave. Moved Job Access claims reimbursement to an end of month bulk submission reducing the time required to complete this task.Tasks include:• Undertook comprehensive assessment across a range of physical and cognitive disabilities• Refer employees to Job Access for specialist assessment for appropriate solutions to barriers and implementing recommendations in a timely manner. • Ongoing plan monitoring and case review; communication, liaison and negotiation with key internal and external stakeholders including Job Access, DES and Auslan providers to determine suitable solutions for a variety of complex disability issues• Provided advice to managers and employees on all matters relating to reasonable adjustment including the interpretation of relevant legislation: Discrimination Act 1992 and Reasonable Adjustment CMPI.

Brisbane, Queensland, Australia

During my 14-year tenure at the ATO, I was accountable for client service /administration positions in Business tax, Income tax, Superannuation, Lodgements, HECS, Human Resources, and Occupational Health & Safety. Focused on high volume communications, resource production and process review; recognized by the team, management, and external clients for achieving organizational goals and contributing to service enhancement.Key Achievements• Received a Line Award, for outstanding client service during the Tax Time project; in recognition of completing high volume work with accuracy within a 24hour deadline; and contributing to overall project deliverables being achieved• Conducted a review of Reasonable Adjustment processes, made recommendations for streamlined equipment ordering and approval resulting in a reduction of delivery times from 21 days to 9 days; and moved Job Access claims reimbursement to an end of month bulk submission reducing the time required to complete this task.

Brisbane, Queensland, Australia

All aspects of Rehabilitation and return to work case Management including Comcare claims management Return to work and suitable duties plan, Fitness for Continued Duty across a wide range of physical and mental health issues/injuries.Tasks include: • Provided advice to employees and managers on case and claims process• Conducted initial needs assessment• Wrote report• Developed return to work plan and ongoing management, monitoring and evaluation• Liaised with return to work provider, medical specialist, Comcare claims manager, internal management• Administration e.g. lodgement of required paperwork, maintaining accurate case notes• Engaged a suitable rehabilitation provider for return to work services• Conduct regular meetings with stakeholders to ensure a safe and durable return to work.

Brisbane, Queensland, Australia

Delivery of the Wellbeing Program to 25,000 ATO employees. This in-house prevention program offers a range of initiatives that address identified workplace and lifestyle risks.Key Achievement:Introduced the pilot 10, 000 Challenge to the office; coordinated delivery; collated team data; completed an evaluation and submitted a proposal for the program to be endorsed by management. Proposal gained acceptance and the 10,000 challenge is held annually as a BAU initiative.Tasks include: • Business development, implementation, and evaluation of prevention initiatives• Co-managed national initiatives such as the 10,000-step challenge, flu vaccination program, EAP, Volunteering Program and Community Promotions• Provided advice to staff and managers on a range of health and wellness issues• Managed various corporate role holder networks• Maintenance of intranet information• Actively contribute to ongoing program planning and evaluation.

Brisbane, Queensland, Australia

Co-design and delivery of a suite of reports to stakeholders across the ATO. Reports capture current data, and provide trend analysis, ratings against agreed targets, future predictions, evaluation, and comparison across BSLs and APS agencies, provision of recommendations including suggested health interventions.Key Achievement: Implemented an Integrity Check process for identifying and referring flagged health and people cases, resulting in improved validity of internal and external recruitment selection.Tasks include:Data mining, trend analysis, risk assessment, report writing, the provision of ad-hoc and regular reports on health and people related issues.

Brisbane, Queensland, Australia

Responsible for designing and implementing an early intervention process for the ATO. Co-Manage injury prevention and early intervention strategies to ensure a safe and healthy workplace for ATO employeesKey Achievement:Co-managed national initiatives e.g. Onsite Doctors Pilot and Ergonomic workstation assessment education.Tasks include: • Responded to and provided an appropriate strategy to address employee reports of injury and illness• Acted as the first point of contact for injured employees listen empathetically and assess the situation• Provision of advice throughout the early intervention process; ongoing regular phone and email support• Followed up to ensure recommendations have been implemented.

Key Achievement:• Received a Line Award, for outstanding client service during the Tax Time project in recognition of completing high volume work with accuracy within a 24-hour deadline; and contributing to overall project deliverables achieved.Tasks Include:• Listened to customer’s needs with attentiveness to identify and resolve all issues • Kept accurate and detailed client records including scanned correspondence, conversation history, internal action, and final decision in both electronic and hard copy.• Resolved account inquiries within my level of authority and escalated flagged issues to the relevant department for investigation.

Brisbane, Queensland, Australia

Tasks include: • Domestic wholesale travel consultant• Wholesale inbound sales via online booking system, telephone and email• Product knowledge: destination, airline, rail, cruise, accommodation, car hire, boat charter, theme park passes, diving, entertainment and travel insurance• Airfare bookings using airline CRS; airfare quotations; ticketing• Exceeded sales targets• Processing online bookings; creating bookings and issuing refunds

Brisbane, Queensland, Australia

Tasks include: • International Travel consultant• face to face consulting, telephone and email• Product knowledge: destination, airline, rail, cruise, accommodation, car hire, boat charter, theme park passes, diving, entertainment and travel insurance• Airfare bookings using airline CRS; airfare quotations; ticketing• Exceeded sales targets• Processing online bookings; creating bookings and issuing refunds

Bachelor Of Arts - Ba, Economics, Psychology & Human Movement Studies

Diploma, Tourism And Travel Services Management

Relevant Coursework: IATA ticketing; CRS, Accounting, Destination product knowledge