1. Profile
I am a highly effective customer-focussed professional with over 20 years’ experience working with Qantas.
I am passionate about great customer relations and service and enjoy the day-to-day challenges of solving
problems for our customers.
I am now seeking an opportunity to use and further develop my outstanding customer service and
communication skills and knowledge of the travel industry systems and products in an area where customers
are highly valued.
Key Skills
• Outstanding communication skills
• Strong problem solving capacity
• Excellent understanding of domestic and international travel industry
• Able to prioritise, work independently and achieve KPIs
Career Summary
Company Role Dates
Corporate Travel Management Corporate Travel Consultant 2015 - 2016
Qantas Airways Senior Telephone Sales
Consultant
2000 - 2015
Qantas Airways Special/Medical Handling
Operations Consultant
1998 - 2000
Qantas Airways Tours & Packages Sales
Consultant
1997 - 1998
Qantas Airways Multi-skilled Telephone
Sales Consultant
1995 - 1997
2. Career History
Company Role Dates
Corporate Travel Management Corporate Travel Consultant 2015 - 2016
Responsibilities
• Effectively
manage
corporate
customers
domestic and
international
travel
arrangements.
• Process client
requests
accurately, in
accordance with
system and
standard
procedures with
specific
turnaround
time.
• Develop strong
relationship
with the
assigned
corporate client
and provide
excellent
customer
service.
• Generate all air
travel,
accommodation,
car hire and
ancillary
requirements to
ensure all
journeys are
complete
success.
3. Achievements
• Successfully
fulfilled and
delivered
services and
duties as
outlined in
responsibilities.
• Successfully
managed multiple
existing and new client
accounts.
• Performed
duties for absent team
members as well as my
own.
• Received Team
Leader praise
for consistently
providing
outstanding
customer
service and
outcomes which
exceeded client
expectations.
Clients provided
written
feedback
confirming
complete
satisfaction and
the fact that
their
expectations
had been
exceeded.
• Knowledge of
Sabre and Tramada
systems.
4.
5. Career History (Continued)
Company Role Dates
Qantas Airways Senior Telephone Sales
Consultant
2000 – 2015
Responsibilities
• Provided
information and advice
to staff from all
departments via hotline
calls.
• Delivered
Coaching/Training as
required.
• Assisted with
customer complaint
handling and service
recovery as required
and/or directed.
• Assisted and
serviced after hours
Corporate and Sports
Group bookings.
• Performed the
function of a Telephone
Sales Consultant as
required.
• Demonstrated
flexibility and initiative
while promoting a
departmental team
environment.
• Endorsed and
supported Qantas
Departmental Quality
System.
• Complied with
Qantas Corporate and
Divisional Service
Standards.
• Complied with
safety in the workplace.
6. Achievements
• Delivered
advanced knowledge
(fare/ticketing 1 & 2,
procedures, business
understanding)
to solve difficult and
advanced internal and
external customer
queries.
Qantas Airways Special/Medical Handling
Operations Consultant
1998 - 2000
Responsibilities
• Facilitated
coordination of all
customers requiring
special handling and
specific needs to meet
Qantas standards.
• Efficiently
processed and cleared
customers with medical
conditions in
accordance with
Australian Health
Services Department
guidelines.
Facilitated coordination
and transportation of
deportees and persons
in custody.
Achievements
• As an integral
part of the Contact
Centre Operations
Team, provided cross-
functional
specialist support
ensuring efficient and
8. Career History (Continued)
Company Role Dates
Qantas Airways Tours & Packages Sales
Consultant
1997 - 1998
Responsibilities
• Provided
specialist advice and
product knowledge to
customers on various
airfares and
auxiliaries.
• Recognised and
delivered suitable
itinerary/packages
according to individual
customer’s
needs.
• Actively
attended tour/wholesale
launches in order to
keep in touch with the
best offered
deals in the industry.
Achievements
• Developed
repeat business
Customers.
• Consistently
resolved complex travel
arrangements of
Customers.
Qantas Airways Multi-skilled Telephone Sales
Consultant
1995 - 1997
Responsibilities
• Advised
customers and provided
information on airfares,
9. airline procedures,
and auxiliary
products, Qantas and
partner airline loyalty
programs, as applicable
to domestic and/or
international.
• Delivered an
excellent standard of
Customer Service and
Customer Satisfaction.
• Maintained
technical skills and
product knowledge.
Eg qantas.com.
• Build tickets
using the functions of
computerised systems.
Achievements
• Delivered
excellent Customer
Service recognising the
customer base.
• Captured all
potential revenue
producing opportunities
via telephone sales
and servicing.
10. Recognition/Awards
A number of Qantas Excel Awards.
Recognition of 10 year, 15 year and 20 year Long Service achievement.
Interests
Travelling to diverse and culturally interesting destinations.
Food and wine.
Personal Training.
Health and Wellbeing.
Snow skiing.
Courses
Numerous training courses completed whilst employed at Qantas Airways. Specific details advised on
request.
Referees
Advised on request.
Christine Plavoulis christine.plavoulis@gmail.com Mob 0499 141 400
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