Victoria Devaney has over 20 years of experience in the travel and tourism industry, holding various leadership roles at companies like Flight Centre and Australian Escapes. She has a proven track record of growing businesses and teams, and has been recognized twice for outstanding customer service, sales, and leadership. Currently, she is the Operations Manager at Australian Escapes, overseeing office operations, customer service programs, and product support.

1. Curriculum Vitae
Victoria Devaney
Telephone No: +61 (0) 424 332252
https://au.linkedin.com/pub/victoria-devaney/a3/ba3/617
Page 1 of 3
Professional summary
A high calibre, driven professional, with extensive experience of the customer service environment; a
proven, dynamic leader with more than 20 years of experience working in the travel and tourism industry.
 Brand Leader for Flight Centre’s Global Travel Academy; an internal and external educational
department of approximately 80 employees, responsible for the training, assessment and
development of internal travel agency staff and external travel students to achieve Diploma in
Travel and Tourism, Business and Events.
 Retail Store Team Leader at various Flight Centre and Escape Travel Retail Franchises, a role
which encompassed part ownership and independent management outside of the Flight Centre
core business structure. Directly responsible for successfully creating process step change in a
number of underperforming stores and guiding them into becoming profit making businesses.
 Team Leader for Flight Centre’s Online Direct/Twenty47 Business, directly responsible for
successfully growing and developing a new 24x7 Business Model from its initial conception and 3
Staff, to a restructured fully staffed 42 strong area
Key achievements include:
 Recognised twice for Outstanding Customer Service, Sales and Team Leadership by Flight
Centre Global Awards (2011 and 2012)
 Negotiated accreditation of the Flight Centre Business School as an IATA (International Air
Transport Association) Authorised Training Centre (ATC)
 Directly responsible for successfully creating process step change in a number of underperforming
Flight Centre and Escape Travel retail stores and guiding them into becoming profit making
businesses
Professional Qualifications/Registration(s)
 BSB51107 - Diplomaof Management – FranklynScholar
 SIT50112 - Diplomaof Travel andTourism – FranklynScholar
 BSB40807 - Certificate IV Frontline Management –FranklynScholar
 TAE40110 - Certificate IV TrainingandAssessment –AxiomCollege
Personal Details:
 Nationality: British / Australian Citizen
 Driving: Full Clean Driving Licence
 Hobbies / Interests: Cinema and theatre, reading, travel
Employment History
Australian Escapes
November 2015 to Current Operations Manager
 Overall responsibility for the efficient and effective running of the office
operations whilst continually developing and maintaining the service
system including people and processes

2. Curriculum Vitae
Victoria Devaney
Telephone No: +61 (0) 424 332252
https://au.linkedin.com/pub/victoria-devaney/a3/ba3/617
Page 2 of 3
 Implementation of the new Customer satisfaction program and the
development of a customer centric culture
 Oversee Reception including phone manner, enquiry handling, message
bank handling, the overall impact on customer and member perceptions
 Oversee Reservations, including full Product and Customer Service
training programs, in line with the new company charter
 Overseas Dispatch and Administration, with a focus on customer and
member service quality
 Oversee Product Support, including rate data, contracting and supplier
negotiations
May 2015 to November 2015 VET Trainer - Viva College
 Training including facilitating lectures, study sessions and workshops for
international students to obtain their Cert II and III in Tourism
 Assist with the development, standardisation, improvement, filing and
handling of all training and assessment resources in conjunction with the
compliance team and government standards
 Marking and assessing and grading assessments to meet regulatory
requirements
 General VET Faculty Administration including Orientation facilitation,
student liaison, attendance tracking and reporting in line with government
Visa restrictions and staff meetings
Flight Centre – FC Business School
June 2014 to May 2015 Brand Leader - Global Travel Academy
/ Business Leader Ongoing Learning Program
 Negotiated accreditation of Flight Centre Business School as an IATA
(International Air Transport Association) Authorized Training Centre (ATC)
 Key Relationship Manager for IATA
 Led the programme to deliver training, assessment and development of
internal travel agency staff and external travel students to achieve Diploma
in Travel and Tourism, Business and Events
 Accountable for the overall performance of the Ongoing Learning
Programme nationally including marketing, sales, programme
implementation, and review
 Instrumental in developing positive relationships with key travel industry
and training partners enabling the maximisation of business development
opportunities for both Travel Academy and the FC Business School
Flight Centre - Digital Nation
April 2013 to May 2014 Business Analyst
 Responsible for the strategic direction of all Intranet, website and social
media programs within Flight Centre Travel Group.
 Led the team that delivered a successful re-design and global
implementation, of the Consultant Email Enquiry Delivery Application
 Authored the Business and Technical Requirements for development of
the Email Enquiry Delivery System
 Developed and delivered web based training for a number of software
systems and applications covering both end-user and technical aspects
 Responsible for delivering Data Analysis Reports identifying relevant
trends and recommendations for improvement in both strategic formats
and detailed reports across all levels of the organisation
 Driving and delivering Flight Centre’s signature One Best Way program
across the FC Brand for email enquiry routing and handling

3. Curriculum Vitae
Victoria Devaney
Telephone No: +61 (0) 424 332252
https://au.linkedin.com/pub/victoria-devaney/a3/ba3/617
Page 3 of 3
Flight Centre - Online Direct/Twenty47
January 2010 to March 2013 Team Leader
 Directly responsible for successfully growing and developing a new 24x7
Business Model from its initial conception and 3 Staff, to a restructured
fully staffed 42 strong area,
 Led the programme to source, develop and implement new leisure
marketing opportunities
 Responsible for ensuring maintaining professional knowledge of new and
best practice product and travel industry initiatives
 Responsible for designing, monitoring and reporting on the Team
performance against Key Performance Indicators to demonstrating the
ongoing growth of the business
 Directly accountable for the design, development and implementation of
the Sales Contact Centre Customer Service program
Flight Centre Travel Group
March 2005 to Jan 2010 Team Leader various FC and ET Shops
 Accountable for the performance and management of the retail store
including life cycle team management (recruitment, development,
performance management and personnel management),
 Accountable for the financial performance of the retail store including the
development and maintenance of store business plans, managing
budgets, salaries and achieving staff and store targets
 Directly responsible for successfully creating process step change in
underperforming stores and guiding them into becoming profit making
businesses
 Led the team that opened a new Escape Travel retail store at Victoria
Point with overall responsibility for delivering a successful launch
 Client management and liaison
 All aspects of retail travel consulting
 Sourcing new leisure marketing opportunities
MyTravel Airways / Airtours International (UK base)
May 2000 – March 2004 Business Travel Accounts Executive
 Accountable for the day to day management of the Travel Services
Department including responsibility for managing all travel for Directors
and members of the Company Board, Cruise Travel section (Marine fares)
and Duty and Leisure Travel for in-house Aircrew using AD75/50s
 Team management activities such as recruitment of new staff, including
interviews and on-boarding processes, administration of sick/leave
records, processing and maintaining staff benefits and concessions on all
Group-wide products
 Providing administrative cover for the Leisure Travel Co-ordinator during
sickness and leave periods
 Financial Management of the Department including reconciliation of the
Travel Services company credit cards, reconciling the monthly statements
for all business travel supplier accounts and reporting the BSP on a
fortnightly/monthly basis.
 Management and maintenance of the Commission Levels for scheduled
airlines on the Galileo system.
June 1993 – May 2000 Business Travel Consultant
 Various Business Travel Consultant Roles in the UK Travel and Tourism
Industry
References are available on request.