Carolina T. Email & Phone Number

Melbourne, Victoria, Australia

• Management of Australia, New Zealand and Manila Air Operations centres. Delivering optimal servicing across travel agency networks, direct customer, wholesale and After-Hours 247 Service management • Work force management – Establish rosters to drive staff resourcing and workload forecasting to deliver excellent optimal service levels • Production of monthly board pack and performance data and analysis MI for CEO and senior management• Demand management – optimizing service delivery across all demand channels (voice, webchat, email, webform, FAQ) ensuring aligned and consistent service • Accountable for ensuring satisfactory resolution and outcome to customer escalations • Navigating through COVID pandemic Feb20 to May22. Redesigning services and process controls to cater for peak volumes of over 600.000 Airline refunds; repatriation of overseas customers and processing of manual air credits in a pressurized environment with continued change management and 247 Operations centre• Delivered strategic change to absorb and integrate departments to reduce cost of operation - integrating Wholesale, Overseas and Direct website brands into Helloworld Air Vertical to remove costs• Identifying and implementing change strategies to deliver Operational cost efficiencies. • Established offshore Operations in Manila, complimenting, and expanding out of hours service model across AU and NZ to optimize APAC time-zone coverage.• Coordinate recruitment, interviews and contracting of new staff • Collaborate with Human Resources and Payroll on admin requirements.• Assist and provide input to self-service functionality to remove manual administration overhead driven from pandemic manual processing requirements. • Coaching and mentoring direct reports to be future business leaders

Australia

Achievements: NTIA AWARD – Awarded “Best Agency Support Service “2018 at the National Travel Industry Awards.• Managed Operational teams located across x5 states Australia alongside NZ and Asia Teams to deliver optimal service.• Change management strategies, presenting customer data analysis.• Leading the operations for Refund Department for AU/NZ• Improve policies in support of the company goals.• Organize recruitment and placement of required staff• Stablish work schedule • Monitor and evaluate performance to implement improvements. • Solved escalations and queries to a satisfactory outcome.

Melbourne, Victoria, Australia

Achievements: Best employee of the Year Award.• Accomplishing the Refund Department objectives by Supervising staff and organizing and monitoring work processes. • Trained team members and developing personal growth opportunities.• Accomplishes KPI’s by coaching, counseling and provide support to the team members• Implement and enforced systems, policies and new procedures according to airlines changes. • Completes operations and developing schedules. Assigning and monitoring work• Problem solve Refunds escalations.• Liaise with Airlines Suppliers on Refunds policies. • Control ADM cost risk by coaching staff and provide upskilling. • Assist with calls from customers and action their enquiries.

Melbourne, Victoria, Australia

• Actioned Refunds with a high level of accuracy• Manual refunds construction for Partial used tickets or multiple tickets changes.• Handle customer telephone & email enquiries efficiently and accurately. • Provide excellence in service to all internal and external customers. • Problem solve Refunds escalations.

Melbourne Area, Australia

• Actioned tickets and reissues with a high level of accuracy• Prepare fare reassessments and quotes for complex fare itineraries• Processed all ticket types including gross, nett and nett with commission• Promoted to servicing Air Tickets priority customers• Maintain a high level of customer service, working within deadlines and meeting company KPI’s• Proficient in 3 GDS systems (Amadeus, Sabre & Galileo) and numerous internal systems• Productivity average over 210% annually.

Cali, Valle Del Cauca, Colombia

• Effectively managed payroll.• Promptly and adequately assisted the workers with human resources inquiries.• Accurately entered and maintained staff’s personal information in the system• Efficiently performed all data entry work.

Cali, Valle Del Cauca, Colombia

• Efficiently assisted parents in their queries• Promptly redirected calls to the respective department • Other administrative duties like data entry