This document provides a summary of Nicole Gordon's work experience as a travel consultant for Qantas Reservations from 2003 to present, including extensive knowledge of airfares, loyalty programs, and customer service skills. Previous roles include bookkeeper, senior sales consultant, business owner, and waiter. Education includes qualifications in financial planning, bookkeeping, call center communications, hospitality management, and first aid. Key skills include Microsoft Office, travel reservation systems, sales achievements, customer service, and the ability to work independently or as part of a team.

1. Experience
TRAVEL CONSULTANT, QANTAS RESERVATIONS 2003- CURRENT
• Comprehensive working knowledge of Domestic and International airfares using
AQIRE global reservations system. (Fares and Ticketing I and II)
▪ Chairman Lounge and Platinum Member Reservation Consultant – provide extensive
knowledge and advice on commercial and frequent flyer fares, Qantas products and auxiliary
products such as hotels and car hire.
• Extensive knowledge of Qantas and partner airline loyalty programs and redemption
procedures.
• Working knowledge of Queues and delay handling procedures.
▪ Proven history delivering an exceptional standard of Customer Service and total Customer
Satisfaction.
▪ Proven ability to handle customer complaints and bring resolution to escalated passengers.
▪ Meet all key performance indicators and comply with the corporate customer
service standards.
▪ New ticket issuance – reissues of existing tickets and electronic/refunds/frequent flyer
ticketing and fares.
▪ Liaising with all departments within Qantas’ operations, Yield Management, Finance,
Customer Care, Chairmans and Business Lounge and Airport Staff.
BOOK KEEPER, MASTER IRRISCAPES PTY LTD. — 2002-2003
▪ Maintain financial operations using MYOB
▪ Account Receivable and Payable – BAS Statements
▪ Bank Reconciliation - Payroll – Invoicing
▪ Customer Service and general office administration
86b Green Street
Ivanhoe
Vic
3079
M 0425 721 448
NICOLE GORDON

2. SENIOR SALES CONSULTANT, SALES FORCE AUSTRALIA 1998-2000
▪ Project Development and management role.
▪ Staff training and development.
▪ Responsible for writing system and procedural manuals.
▪ Production of Sales and Marketing.
▪ Liaise with key stakeholders and customers.
▪ Inbound and outbound sales consultant role.
OWNER OPERATOR, RA RA RA FOOD STORE CAFE 1996-1998
▪ Hands on management role of café, food store and catering business.
▪ Business administration and financial record keeping.
▪ Liaise with chef and kitchen staff regarding menu plans, design and stock requirements.
▪ Marketing and advertising for the various sectors of the business.
▪ Staff recruitment and training.
WAITER, PUNCH LANE WINE BAR RESTAURANT 1994-1997
▪ Front of house operations, hands on bar and restaurant service.
▪ Responsible for opening and closing restaurant – general setup for the day, table setting,
stock beverage fridge, replenish flowers, update menu boards with chef’s specials, cheese
board and wine list, reconcile and balance taking for lunch and dinner trade.
▪ Managed Client Reservations.
▪ Attend food and wine shows to keep up to date with the extensive variety of produce on the
local market.
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3. EDUCATION
2003 Qantas - Fares and Ticketing I and II
Occupational Health and Safety for Employee Awareness
2003 Holmesglen TAFE — Financial Planning Service Certificate
Swinburne TAFE - Book Keeping For the Office 1 and 2
2000 CAE - Advanced Microsoft Word
1999 Sales Force S.T.A.R.S. - Certificate II Call Centre Communications
1995 Coffs Harbour Education Campus - Certificate II Accommodation Services
1993-4 Boxhill College of TAFE
Advanced Diploma in Hospitality Management
Workplace First Aid Certificate Level II
Special Employees Gaming License
SKILLS
Computer Skills
Microsoft Word - Excel - MYOB V12
Apple Mac - Pages - Note Book – I Photo
Travel Reservations Systems - Amadeus – AQUIRE
Personal Skills
Excellent written and verbal communication skills acquired via study and customer service roles.
Excellent sales achievements. (Qantas Sales Award – Gold 2009 Platinum 2010-2012)
Strong customer service skills, prioritization, time management and problem solving skills.
Self Motivated and professional individual and team member.
High standard of personal presentation.
Ability to work independently and as part of a team.
Ability to work on a 7 day rotational roster basis.
Ability to relieve in superior positions.
Commercially Astute.
Consistent deliver of exceptional standard of Customer Service and total Customer Satisfaction.
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4. REFERRALS
Christina Bouras
Qantas Reservations Customer Service Manager Qantas
03) 9805 5757
Hercules Pitsiladis
Qantas Travel Consultant
0412 189 668
Anne-Marie McFadyen
Conflict Management Consultant
0423 002 655
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