Olivia Parsonage
Crawley,West Sussex
Summary
Highly skilled professional with expertise in Amadeus GDS, corporate travel management, and itinerary development. Demonstrates exceptional prospecting, customer service, and relationship-building abilities, effectively engaging with directors and management-level stakeholders. Adept at complaint management, issue resolution, and delivering tailored sales recommendations to meet client needs. Thrives in both team-oriented and independent environments, showcasing adaptability across diverse corporate settings. Strong time-management skills combined with a deep understanding of geography ensure seamless travel planning and execution. Committed to driving results through self-motivation and a customer-focused approach.
Overview
23
23
years of professional experience
5
5
Certifications
Work History
Business Travel Consultant
ATPI Ltd
Lowestoft, Suffolk
01.2023 - 01.2025
- Company Overview: Working on contract to Subsea7 for offshore energy accounts
- Dealing with all aspects of travel including flights, hotels, car hire, rail & ferries
- Specialising mainly in flights sales including marine, corporate, negotiated, route deals, low cost carriers & published fares
- Creating new itineraries from start to finish, dealing with fare construction and ticket issuance, upgrades, changes, airline disruptions, cancellations/refunds & manual fare construction to changes where ATC is not supported
- Providing support to colleagues and mentoring new staff members
- Monitored flight costs and demand to achieve best-possible prices.
- Stayed informed about weather conditions, political situations or potential disruptions that could affect scheduled journeys advising customers accordingly.
- Collaborated closely with team members to manage large scale corporate travel projects efficiently.
- Researched accommodation options to provide choices for varying tastes and budgets.
- Dealt effectively with last-minute alterations or requests from clients demonstrating flexibility and problem-solving skills.
- Prepared comprehensive travel itineraries using accessible formats for customers.
- Recommended cost-effective options for accommodation, transport and meals to align with clients' budgets.
- Enhanced company reputation through meticulous attention to detail and commitment to quality service.
- Informed clients about cancellation policy and associated penalties.
- Quickly resolved unforeseen issues or changes in plans whilst maintaining professionalism and poise.
- Ensured compliance with corporate policies concerning travel expenses and reporting procedures within guidelines set out by the company.
Customer Care Executive
Cats Protection
Haywards Heath, West Sussex
08.2021 - 01.2023
- Company Overview: Dealing with adoption, relinquishment, behaviour issues and general healthcare queries for cats, both in emails and on the telephone
- Managed high-volume call centre for prompt customer service.
- Trained in Feline Psychology and behaviour during employment
- Adapted quickly to new software platforms for improved customer relationship management.
- Maintained detailed records of customers' interactions, processed adjustments to accounts.
- Used excellent telephone manner to optimise customer experience, promptly cutting complaints.
Operations Executive
Tropical Sky
East Grinstead, West Sussex
04.2019 - 10.2020
- Company Overview: Dealing with all aspects of ticketing/refunds/changes/upgrades using Amadeus GDS
- Working closely with the reservations team answering queries on air travel and processes
- Liaising with airline account managers during in crisis situations
- Providing support for other back office areas such as Documentation, authorising new bookings (quality checking) and updating client folders with new grounds service confirmations and information
- Maintained compliance to regulations, upholding company standards and reputation.
- Investigated issues affecting group operations, prepared reports and helped correct problems.
- Managed and maintained comprehensive documentation for operational processes.
- Offered technical support and advice to colleagues using extensive knowledge of Cryptic Amadeus
Customer Service Manager for multinational flight sales
Alternative Airlines
Horley, Surrey
03.2018 - 04.2019
- Company Overview: Dealing with all aspects of ticketing/refunds/changes using Amadeus
- Answering customer queries over the phone and via email
- Managed over 300 customer calls per day
- BSP reconciliation
- Monitoring and coaching the team, problem solving, researching and implementing new ideas/processes to improve customer experience and business development
- Delivered exceptional service by addressing customer queries promptly.
- Cultivated a productive work culture by encouraging teamwork.
- Maintained positive relationships through effective communication.
- Recruited high-performing, reliable staff for improved team productivity.
- Received and resolved customer complaints escalated by staff.
- Forged working relationships with suppliers and negotiated purchasing conditions.
- Scheduled shifts based on seasonal demands and staff availability.
- Actioned customer feedback to promote continued service improvement.
- Facilitated communication and collaboration across departments.
- Implemented training programmes, enhancing team capabilities.
- Briefed and motivated staff to deliver daily operational requirements.
- Managed challenging situations to ensure customer satisfaction.
- Resolved complaints efficiently, fostering customer loyalty.
- Demonstrated leadership skills in managing diverse teams.
- Streamlined processes for improved team efficiency.
- Oversaw bookings with accurate calendar management.
Pricing Support Specialist
Virgin Atlantic
Crawley, West Sussex
12.2016 - 03.2017
- Company Overview: Working within the Revenue Management department assisting the pricing team with fares inquiries
- Assisting the pricing team with fares inquiries, fares and rules loading into ATPCO, GDS updates and problem support
- Completed training and obtained certificates in Fare Manager 100/200 & 300
- Produced clean, error-free professional business correspondence for office team.
- Collaborated effectively with cross-functional teams for successful project completion.
- Maintained up-to-date industry knowledge through continuous professional development.
- Handled incoming calls for staff, answering questions, directing calls and documenting messages.
- Sorted and organised different types of information by document type, personnel or location.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Senior Business Travel Agent
JetAir Travel Logistics
Crawley, West Sussex
09.2014 - 12.2016
- Company Overview: Dealing with multiple clients within Oil & Gas industries, as well as other corporate companies seeking business travel worldwide
- Assist clients from start to finish, all fare quotes, issuing, changes, cancellations/refunds of bookings actioned through Amadeus
- Responsible for the invoicing of clients, done through in house system
- Managed client complaints professionally, restoring trust and confidence.
- Verified customer passports and documentation to travel.
- Offered exemplary service to new and existing clients, helping to build lasting relationships and secure new travel assignments.
- Responded to clients' questions, issues and complaints in a timely manner and found appropriate solutions when needed.
- Created and communicated clear, detailed itineraries ahead of travel.
- Developed a loyal clientele base due to excellent listening and research skills and a keen understanding of travel budgets.
- Supervised payments via credit and debit cards and handled all sensitive information with professionalism and discreteness.
- Handled refunds and cancellations professionally, protecting client interests.
- Enhanced customer satisfaction by providing accurate travel advice and recommendations.
- Offered 24/7 support to travellers, alleviating stress during emergencies.
Business Travel & Flights Specialist
TUI Travel PLC
Crawley, West Sussex
05.2011 - 09.2014
- Company Overview: Dealing with all aspects of travel and accommodation for the Sports Division, Directors and staff members of TUI Travel
- Ensuring the highest level of customer satisfaction while minimizing the cost of corporate travel
- All aspects of bookings for hotel, rail, air, ferry, car hire as well as meetings & events
- Train & coach new staff, draw up training manuals & procedures, reporting directly to department manager with progress and suggestions for ongoing development
- Produced clean, error-free professional business correspondence for office team.
- Arranged filing systems for easy use and retrieval by personnel.
- Collaborated effectively with cross-functional teams for successful project completion.
- Negotiated favourable terms with vendors, securing cost-effective deals for the company.
- Processed and managed documentation, facilitating smooth recordkeeping and retrieval.
- Coordinated travel arrangements and logistics for team members.
- Followed company policies strictly, ensuring regulatory compliance.
- Participated in team meetings for strategic planning.
- Worked with colleagues to streamline administrative processes and improve workflow.
- Handled incoming calls for staff, answering questions, directing calls and documenting messages.
Ticketing Executive
TUI Travel PLC
Crawley, West Sussex
08.2009 - 05.2011
- Company Overview: Working on a selection of company brands within the ticketing department
- Working with retail high street shops within the Austravel / Travelmood, Hayes & Jarvis group, trouble shooting, and problem solving
- Working from a queuing system with Amadeus, receiving PNR's and manually building TST's for new bookings using negotiated written contracts
- Issued tickets and refunds with strong Amadeus knowledge, using automated workflows to drive efficiency.
- Handled emergency situations calmly whilst ensuring passenger safety and comfort.
- Utilised advanced reservation systems for seamless ticketing operations.
- Worked beyond office hours during peak seasons to meet demands.
- Collaborated efficiently with team members for optimal performance.
Education
City & Guilds - Business Administration
Crawley College of Technology
Crawley, West Sussex 09.2000 - 01.2001
The Holy Trinity School - 10 G.C.S.E's including Maths, Science, English, French, Geography, Art, P.E and R.S
The Holy Trinity School
Crawley, West Sussex 09.1996 - 07.2000
Skills
- Amadeus GDS
- Self motivated – able to develop and convert leads to appointments and sales
- Excellent prospecting and customer service skills
- Works well within a team, adaptable and comfortable in large or small corporate environments
- Excellent relationship skills Dealing at Director/Management level
- Itinerary development
- Complaint management
- Effective issue resolution
- Corporate travel
- Sales and recommendations
- Time-management
- Customer service orientation
- Understanding of geography
- Car rental coordination
- Customer Service
- Fares and ticketing processes
Affiliations
- Cooking
- Scuba Diving
- Horse riding
- water sports
- reading
- weight training/gym
Certification
- Amadeus advanced ticketing qualification (June 2010)
- Fare Manager 100,200 & 300 certificates (March 2017)
- City & Guilds – Food safety and Hygiene Level 2 qualification (August 2017)
- WCPD Level 3 Highest Distinction Pet First Aid (October 2020)
- WCPD Level 3 Highest Distinction Feline Psychology & behaviour (January 2022)
References
References available upon request.
Timeline
Business Travel Consultant
ATPI Ltd
01.2023 - 01.2025
Customer Care Executive
Cats Protection
08.2021 - 01.2023
Operations Executive
Tropical Sky
04.2019 - 10.2020
Customer Service Manager for multinational flight sales
Alternative Airlines
03.2018 - 04.2019
Pricing Support Specialist
Virgin Atlantic
12.2016 - 03.2017
Senior Business Travel Agent
JetAir Travel Logistics
09.2014 - 12.2016
Business Travel & Flights Specialist
TUI Travel PLC
05.2011 - 09.2014
Ticketing Executive
TUI Travel PLC
08.2009 - 05.2011
City & Guilds - Business Administration
Crawley College of Technology
09.2000 - 01.2001
The Holy Trinity School - 10 G.C.S.E's including Maths, Science, English, French, Geography, Art, P.E and R.S
The Holy Trinity School
09.1996 - 07.2000
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