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Work Background
Flight Centre Travel GroupProduct Manager
Jun. 2024Brisbane, Queensland, Australia
Flight Centre Travel GroupOperations Leader - Global Supply (Helio Support)
Mar. 2022 - May. 2024Queensland, Australia
Flight Centre Travel GroupBusiness Engineer Lead - Global Product (Helio Support)
Sep. 2021 - Mar. 2022Brisbane, Queensland, Australia
Flight Centre Travel GroupBusiness Analyst, Air Distribution SME
Sep. 2020 - Sep. 2021Brisbane, Queensland, Australia• Work with the global FCTG stakeholders to identify change opportunities whilst managing Agile project expectations and timelines
• Documenting change processes/timelines to enable Agile Transformation of impacted stakeholders
• Formulate and deployment of BAU strategy for the Air and Operational Support requirements of the new platform whilst continuously improving and adapting the operational process
• Collaboration and resolve issues impacting cross functional teams, Air, Finance, UX/UI, Data Analytics
• Analysis to prioritise Stakeholder requirements alongside Project sprint planning, backlog grooming
• Identify and develop user stories, test cases for the project Air stream
• Elaborate the business practice for the developers and Business Analysts understanding
Infinity HolidaysOperations Area Leader
Apr. 2019 - Sep. 2020Brisbane, Queensland, AustraliaPOST COVID • Rapid deployment to change and maintain systems and processes to facilitate the drastic 90% employee standdown impact during the hibernation phase of the business
• Facilitated in the changes required to retire the brand which included customer impacting changes as well as employee and systems
PRE COVID • Led Operational Area consisting of 8 onsite teams and 3 offshore teams (Systems incl Configuration, Learning & Development, Platform Support, Product)
• Developing and communicating clear goals and operational plans for the area including the change management process for fundamental business change of the Global booking platform integration project • Effectively mentor, coach & develop leaders, including planning for future leadership requirements
• Identify, develop, and implement improvements to existing business processes which included setting up onshore/offshore Operational teams and process automation
• Engage key stakeholders at all levels within the business • Identify and discipline best practice and work with partners outside of the immediate business to identify industry best practice
• Effectively manage risk mitigation including Data Privacy considerations
• Formulate and deploy a strong strategy to continuously improve the operational running of the business and generate a culture of constant improvement
Infinity HolidaysTeam Leader - Air Solutions
Aug. 2016 - Apr. 2019• Implement new working processes which deliver continued improvements.
• Share best practices for customer service with other team members to help improve the team value and effectiveness.
• Established open and professional relationships with team members which helped resolve issues and conflicts quickly.
• Liaising with Sales, Product, Finance and other Key Stakeholder groups within FCTG to develop solutions and accomplish shared objectives.
• Established, train and mentor the ATI team to support our consultants.
• Negotiated and expand our services globally to USA and NZ businesses.
Infinity HolidaysAir Support Consultant
Apr. 2015 - Jul. 2016• During my time in this role I have gained a great understanding of the business, systems and have contributed to the smooth running of the solutions team, in the BAU required to maintain the Air/Land/Finance systems and also in the primary role of supporting agents.
• Sought out ways to help teams to improve their knowledge, training of consultants and working on overall system and process improvements.
• Strong mentoring and leadership presence in our current team format in the Air and land space.
• Building great relationships between all support teams in Infinity and our consultants.
Flight CentreCorporate Phones Ticketing Consultant
May. 2013 - Apr. 2015Brisbane Head Office• Utilise my customer service skills, Flight Centre systems knowledge, problem solving skills and time management to perform very effectively.
• Establish rapport with my customers from ticketers, agents to Product managers and have introduced popular initiatives such as our "Friday Flash" newsletter to all our stores to share relevant information on a weekly basis.
Flight CentreTeam Leader
May. 2012 - Apr. 2013Aspley Village Brisbane• Mentored the novices to perform consistently with a strong repeat / referral basis that we established due to our high level of service.
• Hit Sales Targets and drove LSM to increase our client base
Student Flights AustraliaInternational Travel Consultant & Team Leader (Part Time)
Nov. 2008 - Apr. 2013Fortitude Valley - Brisbane• I took on the Fortitude Valley TL role whilst they were severely short staffed with just 2 novice consultants.
• Goal was to maintain the business in as best position as possible during this difficult situation whilst also mentoring the team and ensuring BAU was maintained to a high standard.
• Both Novices are now very successful TL's within Flight Centre.
• At UQ store I came into a team of 3 novices.
• The store was functioning on a day to day basis but was not performing to its potential.
• My goal in this role has been to mentor the team and to improve store results.
• During my 3 months here all 3 novices have achieved PB's and achieved turnaround improvement every month.
• Achieved our stretch Land Targets and 1 consultant has also achieved COS for the first time. International Travel Consultant (Home User)
• As a home user I was working from my repeat and referral client base as well as email enquiry.
• primary role in this position was liaising with clients to assist with their travel needs.
• All this was done under my own independence and with no immediate supervision or assistance from my team.
Thomas CookCustomer Service Manager
May. 2005 - Aug. 2007Sheffield, United Kingdom• Responsible for ensuring a high standard of customer service across both the Travel and Foreign Exchange departments
• Coaching and training a team of 8 • Liaising with clients to ensure they were satisfied with our service
• Focus on both Travel and Foreign Exchange yearly store financial targets of which I exceeded the stretch target • This store had been shortlisted to close due to “D” performance standard prior to my arrival but achieved "A" status by the following financial year and taken off the closure list.
Student Flights AustraliaTeam Leader
Apr. 2002 - Mar. 2005Brisbane, Australia• Ensure the team operated smoothly to achieve our various personal and team KBD's and KPI's including sales results, customer service and financial minimum standards.
• Primary goal was to achieve YTD financial profit, which was successfully obtained.
• Responsible for the in store training of new staff.
Tie Rack Retail Limited GroupTraining Manager & Store Manager
Jan. 1998 - Mar. 2002Sydney, Australia• Responsible for the training of all levels of personnel within the company, throughout Australia.
• I ensured the content was relevant and updated or created new programs if necessary.
• I was responsible for the training of personnel from other organisations that Tie Rack was affiliated with and assessed whether they are performing to our standards of practice. • Every day running of the Macquarie Centre store.
• Liaising with store personnel & Rostering
• Stock Management • The store was awarded the Macquarie Centre Award for Excellence in Retailing for 2000 during my Leadership
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