Ownership of commercial performance for multi-million-pound product portfolios, with revenues doubling during my tenure. Delivering on the organization’s strategic plans for growth whilst also focusing on cost control and responsible investment. Co-ordinating third party suppliers, product teams and marketing to launch significant new campaigns, partnerships and channels of promotion. Created a culture of data-driven decision making across the portfolio in order to optimize commercial performance, identify opportunities for strategic growth and increase personalisation for customers. Responsible for the accuracy and integrity of all information displayed on our portfolio of websites

Ownership of all redemption performance reporting and analysis, informing strategic business decisions and driving improvements in commercial performance.Business partnering with internal stakeholders to explain financial information clearly, provide feedback to support test and learns and to advise on commercial terms. Coordinating and conducting financial testing for an IAG wide technical initiative. This required breaking down complex requirements into high quality user stories, managing external technical resource and demonstrating flexibility to solve problems quickly and successfully, overcoming all blockers. Delivering new and useful redemption dashboards to stakeholders at levels across IAGL in collaboration with the Data team. Managed the end-to-end process of discovering business needs to deliver the end products, continuing to iterate based on feedback.

Solely responsible for managing the Avios relationship with all Irish partners and acted as the key point of contact for any internal and external queries regardless of their function. Liaised internally with global partner managers to identify opportunities to improve the customer experience, resulting in, successfully launching Groupon and The Economist with AerClub.

My roles here included duty managing three busy venues in the popular resort town of Hanmer Springs. The owners of the company also selected me to move to Nelson to open their new venue and manage the venture. In addition to shift supervision my roles here included staff rostering and recruitment, complaint resolution, stock control, cash handling and ensuring alcohol was served responsibly.

I was employed in the award winning 'St John's Bar' in Wellington's popular waterfront district. I was promoted to Duty Manager within a month of my employment commencing. On top of shift supervision, cash handling and monitoring the responsible service of alcohol I was also tasked with training newly recruited duty managers. My reason for leaving this job was due to being offered an assistant management role by a recruitment agent that had observed me work.

This role allowed me to learn the skills of cocktail and coffee making in a very busy venue in one of Melbourne’s prime locations. Customer focus was key in this position due to the amount of competition we had from other businesses in the area. Communication and team work were also integral to ensure that hot beverages were delivered quickly to customers by waiters to be enjoyed when at their highest quality and maintain our levels of efficiency.

Working in this busy Irish bar my main duties included food service, taking customer orders, bar tending, cleaning glassware and floorwork. From this experience the depth of my knowledge about beers, wines and spirits significantly increased. Time management was an essential skill for this role due to the time sensitive requirements of each customer, as well as excellent communication and teamwork skills. Even though this was my first experience bartending I earned three consecutive commendations in mystery shopper tests, contributing to the venues first even 100% satisfaction revue.

I re-joined the conference and banqueting team upon my return from my industrial placement in the USA and was quickly promoted to a more senior position. This involved working directly under department management, to coordinate staff, aid event organisation and lead teams of my colleagues. In addition to the customer service aspects of the job such as event setup and food service, I had more responsibility as it was my duty to ensure quality service standards were achieved and furthered in any event or area that I was delegated to oversee.

As a PSA my main responsibility was to deliver high standards of service to the airlines customers. Initially I was placed on passenger check in, but quickly was trained in further areas such as baggage services and ticketing. I became the only placement student to be trained in all available business areas. Additionally I was also the only student invited to attend trade shows, partner airline events and provide personalised service to VIP passengers. This extremely customer orientated role required high levels of presentation and professionalism. This role also demonstrated my ability to communicate with other effectively, having to regularly liaise with upper management, travel agents, partner airlines and corporate headquarters. Shadowing duty managers provided insight into the effective management of teams and furthered my understanding of customer service.