Responsible for overseeing the operations of the Inbound Direct Sales & Upgrades department for Vodafone Hutchison Australia.I have successfully implemented strategies to drive revenue generation and increase sales conversion rates. Through effective team leadership and performance management, I have managed to meet month on month sales targets, contributing to the overall success of the team and company.

• Provided quality assurance support for inbound calls, emails, and chat advisors, ensuring audit compliance and high-quality service delivery.• Monitored and coached Tier 1 to Tier 3 skill sets to enhance performance and customer satisfaction.• Implemented feedback mechanisms to improve operational efficiency and maintain service excellence.

Handling Customer Inquiries- Address general inquiries related to flights, bookings, and travel policies.- Provide information on flight schedules, routes, prices, and availability.- Explain travel requirements, including baggage policies and safety protocols.Booking and Ticketing- Assist customers in booking flights, modifying bookings, or canceling reservations.- Guide customers through the online booking process, if necessary.- Help with seat selection, upgrades, and adding special services like extra baggage or meals.Complaint Resolution- Address and resolve customer complaints related to services, delays, cancellations, or lost baggage.- Escalate unresolved issues to higher management or other departments when necessary.- Ensure customers are informed of any compensation or refunds they may be eligible for.Flight Disruptions and Delays- Inform customers of flight delays, cancellations, or changes in schedule.- Provide alternative travel options, including rebooking on other flights.- Assist with compensation claims under EU261 regulations (for delays and cancellations).Technical Support- Provide assistance with online check-in, mobile app troubleshooting, and managing online accounts.- Resolve issues related to the easyJet website or other booking platforms.Handling Special Requests- Assist with requests for special assistance, such as for customers with disabilities or unaccompanied minors.- Handle group bookings and corporate travel requests.- Sales and Upselling- Promote additional services, such as travel insurance, car rentals, or hotel bookings.- Recommending seat upgrades, extra baggage allowance, and priority boarding services.- Assist customers with enrolling in or managing loyalty programs, such as EasyJet Plus.- Adhering to Company Policies- Follow easyJet’s guidelines for customer service, safety, and security.- Stay updated on airline policies, travel regulations, and any changes to services or procedures.