• Manage and lead team a team of 6 employees• Create course work and carry out training of new & existing staff members• Recruitment - Interview potential candidates • Team member performance monitoring, coaching • Conduct monthly and yearly team member reviews • Acknowledgement and recognition, reward and discipline when required• Complaint handling and operational trouble shooting• Involved in projects to improve business efficiencies (i.e training projects to improve productivity, creating a new KPI structure for various business divisions & a data project to improve the quality of content & speed at which we provide to clients) • Delegating financial and administrative duties amongst the team and ensure they are completed• Account management for smaller SME accounts (i.e running reports etc)• Provide client reporting• Actively involved in multiple efficiency & training projects across the business - liaising with key stakeholders, conducting research and testing as well as final roll out and training for the team • Team work - Actively involved in a greater Team Manager group to collaborate and produce the roll out of various initiatives to improve efficiency and margin across teams• Provide client reporting• Involved in the social committee and Bright Sparks team to lift team morale drive innovation Systems used; Amadeus, Tramada, HRS/Lido, Expedia, Booking.com, Trello, Confluence

Some of my responsibilities include;Consulting on complex domestic and international itinerariesBooking and amending flights, hotels and cars through AmadeusInvoicing, and sending itineraries to clients through TramadaArranging travel for VIP'sMaximising waivers and favours for our clients Proactive problem solvingAirline ticketing for both domestic and international flights Processing reissuesTaking part in the engagement team, which includes organising work social events and charity supportSupporting with training and implementation of new staffProviding product updates for the team to keep them informed about what’s happening in the industryWorked in the engagement & innovations team to drive employee engagement & retentionSystems used; Amadeus, Tramada, Lido, Expedia

• Reviewed various Spanish language schools used by the company for their language exchange programs• Reviewed and sampled the accommodation offered in addition to the school program• Completed an A1 level Spanish course• Wrote a comprehensive daily blog about the experience for use in promotional material

• Managed arrangements for transportation, accommodation, visas and insurance• Provided information and expertise regarding complex travel itineraries• Conducted regular meetings with clients to determine their travel needs• Used Galileo to book and make flight alterations• Provided clients with information on visa regulations and required documents• Kept fully abreast on all airline rules, regulations and fare requirements and accurately applied knowledge while making reservations• Had regular meetings with suppliers to stay up to date with current products and services• Managed conflict resolution • Carried out back of house administrative tasks, such as invoicing, debt chasing and reconciling supplier payments• Maintained constant contact with clients via phone and email correspondence• Won an educational or famil trip to South Africa based on sales figures in 2015Systems used - Galileo for bookings , INCA for margin reports and commission transfer reports

• Helped coach and motivate staff to reach targets and assist their learning
• Demonstrated strong leadership by example by maintaining the highest figures in store
• Attended and participated at ATL conferences and business meetings
• Created store business plans and executed successfully.
• Carried out administrative duties i.e answering phones and reconciling daily store banking
• Kept up to date with products and destination knowledge by regularly attending conferences etc
• Ensured itineraries and travel documents are professionally presented and thoroughly checked
• Built positive and professional customer relationships to secure new and referral business• Won an educational or famil trip to Port Douglas based on sales figures in 2012Systems used for booking flights was TUD and Galileo , Omnis for invoicing, margin and commission reports.