Raphael Cutler Email & Phone Number

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Responsibilities: • Management and day to day running of the telephone lines for overseas travellers in Australia and New Zealand (The ‘Inbound Desk’) • Point of Interface for stakeholders, providers and any escalations. • Authorisation and Reconciliation for all Payments and Funds (Accounts Payable and Receivable) • Sourcing and Management of required Medical Providers throughout Australia / NZ • Creation and Delivery of all specific related Training for all staff • Product Pricing and ContractsAchievements: • Decrease in ‘slippage’ (write-offs due to error)to a new low 5% benchmark • Successful in securing a 33% increase in contracts based on call volumes and enhanced case management. • Provider Database – Creation and maintenance of Atlassian provider pages as the in-house support toolMy Quote of the Month :-“Be who you are and say what you feel, because those who mind don’t matter and those who matter don’t mind.” – Bernard BaruchAs the leading specialist in a medical assistance Call centre my role was to source and arrange all sorts of medical visits and consults for all sorts of tourists in Australia and New Zealand.We operated on overseas Travel Insurance companies and as a 1-stop shop, arranged the visit , resolved all payments and managed any hospital admissions and/or returns to whence (does anyone use the word whence anymore) they came.In addition to this, I ran the telephone Concierge desk on behalf of various Bank Credit cards (they offer a Value-Added/NAC Concierge product to most premium credit cards).Anything from travel to theatre tickets, From where to eat , to lets see if we cant find you a Plumber!

Sydney, New South Wales, Australia

Responsibilities:- • General Administration • Fee collection, • Document Review and Formalities Checks, • Preparation and Scanning, Collation, • Customer Service (Counter and Telephone) and General Administrative Duties. IPAustralia – administers and grants Intellectual Property Rights to individuals, Corporations and the Legal profession in accordance to the legal statutes and requirements of the Australian Federal Government.

Uk, Europe, Usa

GAP YEAR .....Better Late than Never!

Australia

Responsibilities: • Fares, pricing, marketing, local advertising and promotions aimed nationally at achieving increased sales and market reach of 8-10%+ p/a. • This role included development of marketing and advertising campaigns, on-line sales and brochure development. • Co-ordination of training, management and quality assurance of a team of 15-20 Sales, Reservations and Ticketing staff. in order to achieve exemplary delivery of services • Demonstrated the ability to analyse and maximise all opportunities to increase market share • Inter-phase with Head Office and other international stations to maximise opportunities on a global platform • Represent the Carrier to the general public as well as all other carriers Achievements: • Implemented systems and operational methodology nationally with the implementation of a sales system and enhanced customer service models that resulted in a 12% increase in productivity and resource utilisation. • Increased revenue figures and passenger loads by implementing pricing and promotional initiatives including development of a “Seniors” niche market • Created, developed and implemented a one-off annual promotion branded as the “Anywhere, Anytime” sale

Sydney, New South Wales, Australia

Responsibilities: • Customer Service to internal clients (Stakeholders/Travel Agents) • Delivery of the best avaialble travle ticket options based on the customer’s requirements. • Corporate and Group Ticket issuance • Database management for internal fares • Airline Liaison to secure best customer outcome • Price comparison with external market-place Achievements: • Secured a preferred arrangement with various major carriers • Aided in placing the company in a secure market position

Sydney, New South Wales, Australia

Responsibilities: • Customer Service (in the days of paper tickets) encompassing Fares, reissues, ticketing and sales • Assisting all travellers to Australia with any airline issue from early return to lost baggage • Balancing the Cash Registers and credit payments • Ticket inventory reconciliation • Management of Group ticketing • Represent the Carrier to the general public as well as all other carriers and the industry as a whole Achievements: • Elevated to a more senior role including additional responsibilities for staff and financial management • More common integration of Insurance and Sales