Lauren Trott

Booked and managed air and ground transportation for events hosting 100-500 guests. Worked directly with VIP and high profile travellers, delivering white glove service. Assisted on-site at events (domestic and international) with the general operations and travel management.

Answered incoming calls and e-mails from customers pertaining to order status, cancellations, returns and other minor issues. Responsible for pro-actively communicating with the customer to keep them informed of progress throughout the resolution process.

Managed escalated customer complaints in an efficient and respectful manner, with mutual benefit to the customer and business alike. Guided team members on company process and procedures. Negotiated the waiving of fees and charges from external suppliers.

Provided a high level of customer support in a busy call center environment. Created travel packages, upsold travel products and services, negotiated pricing with suppliers, booked travel packages. Managed a team of six employees, assisting the Sales & Service Delivery Manager with complaint resolution.

Provided development, guidance and support for novice consultants through the initial 12 months of the accredited training program. Managed a caseload of over 100 students over the South West Sydney region. Maintained administrative records such as schedules and assessments, and communicated this information through computer systems, paper files, phone calls and email.

Responsible for coaching and developing team members, while also motivating and maintaining an enthusiastic team spirit. Created travel packages including airfares (Galileo GDS), upsold travel products and services, negotiated pricing with suppliers, booked travel packages. Maintained customer service quality and standards for the team.

Completed the Certificate IV in Training & Assessment at Southern Cross. This program focused on developing skills for training and assessment roles.