Janet Cuff
Little Bookham,Surrey
Summary
I have a strong understanding of systems and processes and how the two best fit together. Through years of hands on experience I am particularly strong in troubleshooting issues, optimizing processes, and providing strategic and operational guidance through testing especially during mid office migrations. I am organised and dependable and have a positive attitude to my work, with the intention to make meaningful contributions to any team or project I undertake.
Overview
22
22
years of professional experience
1
1
year of post-secondary education
Work History
Travel Counsellor
Travel Counsellors
Little Bookham, Surrey
04.2023 - Current
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Explained benefits of purchasing travel insurance with clients to boost Average Transaction Value.
- Invoiced customers and chased up unpaid bookings to avoid payment delays and balancing issues.
- Contributed marketing ideas and business development possibilities that led to 30% increase in converted bookings.
- Organised memorable and exquisite travel itineraries and holidays for high-level clients, celebrities, politicians and business executives.
- Recorded accurate passenger information to eliminate ticketing errors.
- Used travel agency software to explore customers purchasing options, offering clear comparisons and securing best-possible deals.
- Promoted seasonal travel offers and upsold additional tours and experiences.
- Remained knowledgeable on popular attractions and experiences to provide additional travel advice.
- Asked open-ended questions to better ascertain client needs and determine best travel offerings.
- Prepared comprehensive travel itineraries using accessible formats for customers.
- Resolved complaints, cancellations and refunds with mutually beneficial solutions.
- Supervised payments via credit and debit cards and handled all sensitive information with professionalism and discreteness.
Senior Systems Analyst
Flight Centre
New Malden, Kingston upon Thames
03.2012 - 03.2023
- Educated service users on system upgrades and enhancements to improve function.
- Reviewed and raised requests to enable system performance improvements.
- Informed stakeholders of project progress, simplifying complex technical information for clarity.
- Delivered first- and second-level support to maintain end-user operations.
- Modified systems to meet changing technical and operational demands.
- Wrote documentation and detailed configuration requirements for improved system development.
- Troubleshot software application issues to identify improvements and aid resolution.
- Identified and implemented modifications needed in existing applications to meet changing user requirements.
- Identified new opportunities to improve business process efficiency.
- Defined and verified configurational changes through tests to meet business requirements.
- Tracked and analysed data to support strategic business transformation.
Team Leader, Sales Operations
Flight Centre - Corporate Travellers
Wimbledon, Merton
04.2005 - 03.2012
- Coordinated team-building activities to establish team morale and drive attainment.
- Performed cold-calling and follow-ups with leads to secure new revenue.
- Identified gaps in training to effectively plan and provide coaching opportunities to staff members.
- Motivated team members to exceed established sales targets, creating incentives to increase morale.
- Recognised and rewarded high performance within team, boosting sales.
- Supported front-line sales teams with well-coordinated administrative operations.
- Optimised sales methods to best engage, acquire and retain customers.
- Managed team of 6 staff, driving performance with motivational strategies to exceed sales targets.
Travel consultant
Flight Centre - Corporate Traveller
Wimbledon, Merton
04.2002 - 03.2005
- Educated clients on current travel restrictions, providing relevant and up-to-date information by phone and email.
- Verified customer passports and documentation to travel.
- Liaised with local operators to promptly resolve travel restrictions and delays.
- Verified customer insurance and documentation ahead of travel for reduced risk.
- Conducted calls professionally and politely to maintain excellent service standards.
- Maximised sales profits using proven upselling and cross-selling techniques.
- Informed clients about cancellation policy and associated penalties.
- Offered exemplary service to new and existing clients, helping to build lasting relationships and secure new travel assignments.
- Advised customers on visas and travel safety.
- Used travel agency software to explore customers purchasing options, offering clear comparisons and securing best-possible deals.
- Responded to clients' questions, issues and complaints, thinking creatively to formulate effective solutions.
- Identified add-on sales opportunities by analysing client needs, budgets and preferences.
- Resolved complaints, cancellations and refunds with mutually beneficial solutions.
- Determined exact customer requirements and recommended destinations to suit.
- Used destination knowledge to enhance customer trips with local recommendations.
- Invoiced customers and chased up unpaid bookings to avoid payment delays and balancing issues.
- Tracked flight prices to secure best-possible prices for customer trips.
- Advised customers on specific visa and passport requirements.
- Served customers to drive sales and deliver top-quality experiences.
Education
Higher National Diploma - Travel and Tourism
Damelin College
Cape Town 01.1996 - 01.1997
Skills
- Galileo GDS
- Amadeus GDS
- Global Distribution System knowledge
- Navitas
- Business travel
- Travel itinerary management
- Fares and ticketing processes
- Flight and hotel reservations
- Leadership
- Team building
- Knowledge of ProTas, Enterprise, Phenix
- Geographical knowledge
- Visa procedures
- Accommodation reservation management
Affiliations
- I enjoy keeping fit through running, walking, playing tennis and swimming.
- I enjoy family orientated hobbies like scrap booking, board games and supporting my kids with their sports and hobbies and entertaining.
Languages
English
Native
Timeline
Travel Counsellor
Travel Counsellors
04.2023 - Current
Senior Systems Analyst
Flight Centre
03.2012 - 03.2023
Team Leader, Sales Operations
Flight Centre - Corporate Travellers
04.2005 - 03.2012
Travel consultant
Flight Centre - Corporate Traveller
04.2002 - 03.2005
Higher National Diploma - Travel and Tourism
Damelin College
01.1996 - 01.1997
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