1. RESUME
SUSAN UPTON
5 Kingsley Court, Goonellabah, NSW, 2480
Phone: 0431 974 724 Email: tokiya2@ozemail.com.au
PROFESSIONAL EXPERIENCE
March 2016 – present Uniting Aged Care, Caroona – Activities
Volunteer
Assist in the running of social activities, e.g. bingo and art and crafts, for residents.
September 2015 – January 2016 Exodus Foundation – Volunteer Breakfast
Server
Prepared and served breakfast to the homeless and those in need at the Loaves and Fishes
Restaurant, Ashfield
1998 – August 2015 Avis Australia – Franchise Co-ordinator
Responsible for supporting the Licensee Development Manager and up to 41 Australian
Franchisees and 10 Pacific Licensees.
Responsibilities:
• liaising with and referring to other stakeholders, internally and externally;
• ensuring the standards required by the Franchisor were maintained;
• ensuring all necessary information was received from franchisees prior to renewal of
their Franchise Agreement was commenced;
• preparing Franchise agreements and associated documents;
• utilised judgement within company guidelines and policies to handle and
investigate customer service issues;
• organising Franchise conferences in Australia and New Zealand;
• ensuring monthly reporting deadlines were met;
• troubleshooting and problem solving using mature judgement;
• Working within WHS practices and office ergonomics.

2.
Phone:
0431
974
724
Email:
tokiya2@ozemail.com.au
2
Other duties included;
• providing support to the Senior Vice President and Managing Director when the
Executive Assistant was on leave;
• supporting the Human Resources Department by;
• providing switchboard/reception relief;
• liaising with tradespeople and building manager regarding building maintenance
issues;
• issuing vouchers for car rental relating to staff long service status.
1996 – 1998 Avis Australia – Business Services Representative
The role of the Marketing Representative was transferred to the Business Services
Department where I continued to carry out most of the responsibilities relating to the
Ansett Australia Frequent Flyer program. In addition;
• handled business customer enquiries;
• solved problems associated with accounts;
• made recommendations to streamline accounts;
• set up accounts for companies and travel agents.
1990 - 1996 Avis Australia – Marketing Representative
Liaised with the Information Services Department to develop and implement systems to
ensure allocation of Ansett Frequent Flyer points for Avis rentals (both within Australia
and overseas), bonus points and retroactive claims.
Handled enquiries from Ansett Frequent Flyer members, Avis Preferred loyalty program
members and Avis staff – both verbally and written.
Solicited customers to apply for Avis loyalty programs.
Monthly reporting.
Arranged reimbursement from Ansett for Ansett Australia Frequent Flyer certificates,
which had been redeemed with Avis.
Organised the printing of Avis Street Directories and Strip maps.
Supported other members of the Marketing Department during busy periods e.g.
proofreading, creating and managing customer profiles, report etc.

3.
Phone:
0431
974
724
Email:
tokiya2@ozemail.com.au
3
Qualifications and Certifications
Advanced Certificate of Management – Meadowbank TAFE, 1993
Proficient in Microsoft applications
First Aid Certificate – due for renewal 8 April 2018
Current NSW Drivers License
Working with Children clearance WWC0804255V – valid until 08 September 2020

4.
Phone:
0431
974
724
Email:
tokiya2@ozemail.com.au
4
Referees
John Livingstone – formerly Licensee Development Manager, Australia & SE Pacific,
Avis Australia
0419 792 000
Kathleen Murphy
Direct Marketing Manager,
Avis Australia
Kathleen.murphy@abgroup.com.au
02 9353 9023
Amanda Reid
Executive Assistant to Senior Vice President & Managing Director,
Avis Australia
Amanda.reid@abgroup.com.au
02 9353 9012