Kori Doherty Email & Phone Number

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

Digital Product Owner responsible for Bundles, Meals and functionality within the booking flow across Australia, New Zealand, Japan and Jetstar Asia.

Sydney, New South Wales, Australia

Digital Producer and Product Owner for website rebuild project for Australia’s third largest telecoms and networks provider - ensuring that the outcome represents the brand promise ‘Brilliant Made Simple’. Focused on improving the B2B journey and to generate more web leads for Enterprise, Government and Wholesale.

Melbourne, Victoria, Australia

Administration duties for the Inspections team at the VBA.Offering dedicated Victorian COVID-19 hotline support on behalf of the DHHS (department of health and human services) to the building and construction industry during the pandemic.

Luton, United Kingdom

Managing cross functional Agile scrum team, accountable for improving key KPIs (Look-To-Select) and solving customer problems to improve the “Browsing” experience of over 80k landing pages across the following sites: TUI UK, TUI Ireland, First Choice & TUI Retail Hybris Selling Platforms (UK&IE) Our mission was simple to bring inspiration to every potential customer, to help them find their dream holiday.Remit included:All TUI and FC Homepages (exc. Cruise and Flight)Global Navigation / Site Information ArchitectureCountry / Destination pagesTUI Collections / Products - Eg. Sensatori & TUI BlueHoliday typesBrowsing Hotel detailsSearch Panel - Choice SearchIn this role I successfully:• Maintained ownership of the vision and strategy of Browse functionality, managing the backlog and BAU activities based on clear customer needs and business requirements which is defined, prioritised and communicated • Planned and co-ordinated Adobe targeted site optimisation and Hybris A/B testing through hypothesis driven development • Regularly fed back on product performance to key stakeholders such as Content, SEO, Digital Marketing (SEM)• Using Analytics paired with internal and external feedback to aid prioritisation to make improvements or to produce features which will enhance the customer experience, meet key KPIs and aligns to the product vision and strategy• Experienced in writing user stories with clear acceptance criteria • Monitor industry and competitor trends • Plan and deliver ideation sessions and practice design thinking Technologies used: Jira, Confluence, Prodpad, Trello, CA Rally, Adobe Analytics, Decibel, Usabilla, Foresee, React.JS, Atcom, Content Management Systems, NGS Search Service, Hybris

Luton, United Kingdom

Coordinated user feedback given through our website by our customers either through the tools of Usabilla and Foresee. Managed and reported on customer feedback ensuring that issues that are impacting the digital customer experience are raised and investigated. Working closely with our Digital Operations team, Web Product Owners and User Experience teams to lead change and drive the voice of the customer in order to enhance the web experience.Hello TUI Implementation ManagerIn addition to the above role as of June 17 I was tasked with becoming Hello TUI Implementation Manager for our E-Commerce Department. As part of this role I have been assisting the lead Product Manager as a Junior PO in the web delivery of our rebrand from Thomson to TUI.

Luton, United Kingdom

Secondment PositionProvided service and operational communications and briefs to our frontline Cabin Crew, Pilots and back office staff. Produced ADHOC briefs for our Cabin Crew which included our Lapland program, Ski, TUIFly Netherland Subcharters and Cruise flights. I also issued Safety and Crew Notices, ‘Have You Heards’ fed directly into Cabin Crew iPads and weekly updates to our Cabin Crew in the form of “Know Your Stuff”. I would obtain Cabin Crew feedback and record this so that trends and analysis could be completed. Other responsibilities included:•Managing the content and functionality of Cabin App/Secure Content Locker on the iPads/Crew Portal the crew community system•Supporting the Regional Managers in Cabin Service Delivery, feeding back issues and trends, and supporting project work •Working alongside the Onboard Experience Manager distributing Cabin Crew documentation, editing and maintaining handbooks, briefs and communications as well as trending Cabin Crew feedback on service elements and amending briefs where required•Responding to Cabin Crew and other business area queries

Luton, United Kingdom

Maternity coverIn this role I was responsible for the design and delivery of new starter inductions and on-going training (technical and behavioural) to help build capability, improve productivity and engagement of our service & sales teams to deliver an operational performance that provides excellent customer service in order to help our customers Discover Their Smile. My day to day role involved: • Coaching and training delivery to managers and advisors within the Contact Centre• Working closely with Resource and Planning, Contact Centre Management and Business Implementation teams to identify training requirements for the Contact Centre• Maintaining and evolving training material for the Contact Centre either for cascading or face to face delivery to our service and sales staff• Evaluate learning and partner with key stake-holders to ensure we deliver the best service for our customers through knowing our stuff

Luton, United Kingdom

Progression for this role began in two stages. During March to June I assisted in the Recruitment for our After Travel Department this involved:• Preparation and assisting in Assessment days by scoring candidates and assisting in delivery of our recruitment presentation• Conducting interviews with candidates• Telephoning candidates• Trained on recruiting TalentLink systemDuring recruitment I also offered Induction Training Support for our 45 new startersAs a manager I was responsible for a team of 11 people, ten of which were new starters. I also offered training support to the department and Swansea. My main responsibilities included:• Offering coaching and support • Authorising of holidays and WFO management• 121’s• Performance improvement planning/management• Dealing with escalations from customers

Luton, United Kingdom

Working in a team of six alongside MI and Reclaims Team reviewing and authorising compensation and correspondence for the After Travel Department. Responsibilities included:• Auditing and authorising of compensation and written correspondence for our Board of Directors Office• Heavily involved in training new and existing staff in Third Party Flying when this was introduced across Thomson• Providing technical support and training of new and existing staff on Skyspeed, which supplies extra ancillaries for our Thomson Airways flights• Solely responsible for training four new starters onto the Compliance Team• Played a key role in designing, developing and training out the Holiday Experience Compensation Guidelines (2015) that are used across the department and overseas

Supporting inbound call team and responding to complaints

Luton, United Kingdom

Operating from Luton Airport, as part of a fixed term contract, was trained in the following subjects:• First aid • Fire fighting• Survival training• Standard Operating and Emergency procedures• General Health and Safety• Customer service on board• Dangerous goods and Security training

Luton, United Kingdom

Fixed term contract position• Frequently liaising with overseas offices gathering evidence for investigations into U.K. complaints• Making empowered decisions regarding the outcome of the complaint to offer compensation or not• Managing my diary and working schedule • Working to deadlines and to a required target

Luton, England, United Kingdom

Maternity Cover - Voice and Data systems provider based in Luton, England (now known as 9Group).• Answering inbound calls and logging service tickets for call backs• Allocating engineers and equipment for onsite appointments• Diary management for engineers• Ensuring that all accounts were up to date with their payments• Provided technical support for basic hardware issues

Luton, England, United Kingdom

Conducting Market Research and tracker studies