Jade West
Hamilton
Summary
A results-driven and commercially astute sales professional with over 20 years of experience in Account Management and Business Development. Known for my proactive and customer-focused approach, I excel at quickly understanding client needs, communicating effectively, and delivering tailored solutions. As a self-motivated high achiever, I am committed to driving revenue growth, acquiring new business, and building long-term relationships with clients. I consistently prioritize customer satisfaction and work closely with internal teams to exceed both business and client objectives. A collaborative team player, I am passionate about fostering a positive sales culture and adapting to new challenges.
Overview
23
23
years of professional experience
Work History
Workplace Adviser
AMP
08.2022 - Current
- Resolved complex financial issues, boosting customer satisfaction
- Developed tailored retirement plans for individual clients.
- Ensured regulatory compliance, strengthening the company's industry reputation
- Championed ethical finance practices, fostering stakeholder trust.
- Delivered impactful presentations on financial planning strategies.
- Collaborated across departments to meet business and customer objectives
- Met personal KPIs while supporting overall team goals.
- Expanded the client base through referrals and networking.
- Conducted in-depth research on financial products to offer reliable advice
- Increased client satisfaction with clear and concise financial guidance
GBT ACCOUNT MANAGER
Tandem Travel - Air New Zealand
01.2021 - 08.2022
- Managed over 60 global accounts across NZ and APAC regions.
- Led projects for onboarding new global customers, coordinating stakeholders for timely and smooth implementations.
- Prepared and delivered client reviews, highlighting achievements, providing actionable recommendations, and demonstrating quantified value and savings.
- Built and maintained strong relationships with both new and existing customers.
- Identified savings opportunities for travel programs through detailed analysis of travel patterns.
- Oversaw contract and RFP management processes.
- Prepared and delivered client reviews, highlighting achievements, providing actionable recommendations, and demonstrating quantified value and savings
- Utilised product and service expertise to aid in client decision-making.
- Addressed accounts with declining revenue and recommended growth strategies.
- Achieved and exceeded sales quotas, driving overall revenue.
DEPLOYMENT PROJECT MANAGER
American Express Global Business Travel
01.2020 - 10.2021
- Successfully managed multi-million dollar projects across Asia Pacific, exceeding goals while staying within budget and timeline.
- Created and delivered status reports, addressing pending action items.
- Built strong relationships with internal and external stakeholders.
- Managed client expectations, project changes, and escalated risks as needed.
- Implemented standards and tools to complete projects and address constraints.
- Reviewed policies and procedures to improve processes continuously.
- Developed business cases to justify investments and prioritise initiatives.
- Analysed data and performance to assess project success and refine strategies.
- Oversaw audit requirements, developing reporting standards and schedules.
CLIENT MANAGER
American Express Global Business Travel
06.2015 - 01.2020
- Managed a diverse portfolio of 70 business travel clients across various industries, both locally and globally, focusing on retention, profitability, and revenue growth.
- Developed and executed strategic account plans to meet client objectives, expectations, and revenue goals while delivering cost savings and service enhancements
- Monitored and mitigated risk through the creation of retention strategies and pre-emptive proposals.
- Conducted regular feedback sessions with key travel arrangers to assess customer satisfaction and provide updates on travel program management
- Enhanced ancillary revenue through Key Supplier Programmes.
- Analysed client travel spend data to identify cost-saving opportunities and provided strategic, consultative support based on ongoing client assessments.
OPERATIONS TEAM LEADER
American Express Global Business Travel
08.2010 - 06.2015
- Monitored employee performance in safety, reliability, delivery timelines, and customer service.
- Oversaw recruitment, training, and KPI coaching for new team members, including conducting bi-annual performance reviews.
- Developed and maintained strong client relationships through regular engagement with both internal and external stakeholders.
- Managed crises related to global or local events affecting traveler safety and travel plans, including weather events and natural disasters.
- Implemented effective coaching strategies for direct reports and provided monthly performance improvement plans.
- Managed lower performing team members
- Created and analysed monthly client scorecards to track customer service metrics and executed service recovery plans for at-risk clients.
SENIOR TRAVEL CONSULTANT
American Express Global Business Travel
01.2007 - 08.2010
- Managed all aspects of client bookings, including airfare, car rentals, and hotel accommodations.
- Arranged insurance to protect clients in the event of international emergencies.
- Utilized industry terminology, codes, and procedures to deliver exceptional client service.
- Boosted travel sales through targeted recommendations and upselling techniques.
- Adhered to fare requirements, company policies, and international tariff regulations to create comprehensive client packages.
- Received the prestigious Pace-setters Award in 2009 and 2010 (Orlando/Las Vegas) for top performance, ranking in the top three percent of consultants nationally (out of 300).
TRAVEL CONSULTANT
Flight Centre
01.2005 - 01.2007
- Generated air travel, accommodation, insurance, and car hire for clients within a team of five consultants, consistently exceeding sales targets and KPIs with over $15K in seat costs for 10 out of 12 months, earning Flight Centre Ball recognition in 2006 and 2007, representing the company at trade shows and cultural events, and handling invoicing, payments, and financial documentation.
SENIOR CUSTOMER SERVICES REPRESENTATIVE
Telecom Mobile Consumer
01.2002 - 01.2005
- Served as a Telecom products and systems expert, coaching staff, monitoring calls to improve customer satisfaction, implementing new processes and training modules, reviewing team reports, addressing performance issues, enhancing customer service policies, and managing product returns, warranty claims, and both inbound and outbound customer communications to meet performance goals.
Education
Open Polytechnic
Skills
- MS Platforms Proficiency: Advanced skills in Excel, PowerPoint, and embedded Power BI for data analysis, reporting, and presentations
- Collaboration Tools Expertise: Proficient in using MS Teams, Microsoft 365, and Outlook for efficient project management and team communication
- CRM Skills: Skilled in Salesforce for effective customer relationship management and project tracking
- Organizational Abilities: Exceptional at managing complex projects, setting priorities, and ensuring timely completion
- Sales and Account Management: Proven track record in driving sales and managing client accounts effectively
- Collaborative Project Management: Exceptional at managing complex projects, setting priorities, and ensuring timely completion
- Interpersonal Skills: Well-developed skills in building relationships, communicating clearly, and engaging stakeholders
- Negotiation Skills: Strong ability to negotiate project scopes, resources, and deadlines to meet objectives
- Presentation Skills: Effective in both verbal and written communication, with a talent for delivering impactful presentations
- Time Management: Skilled in managing time and balancing multiple priorities to meet deadlines
- Revenue Generation: Focused on strategies that drive revenue and deliver measurable results
- Results-Oriented: Committed to achieving objectives and driving successful outcomes
Timeline
Workplace Adviser
AMP
08.2022 - Current
GBT ACCOUNT MANAGER
Tandem Travel - Air New Zealand
01.2021 - 08.2022
DEPLOYMENT PROJECT MANAGER
American Express Global Business Travel
01.2020 - 10.2021
CLIENT MANAGER
American Express Global Business Travel
06.2015 - 01.2020
OPERATIONS TEAM LEADER
American Express Global Business Travel
08.2010 - 06.2015
SENIOR TRAVEL CONSULTANT
American Express Global Business Travel
01.2007 - 08.2010
TRAVEL CONSULTANT
Flight Centre
01.2005 - 01.2007
SENIOR CUSTOMER SERVICES REPRESENTATIVE
Telecom Mobile Consumer
01.2002 - 01.2005
Open Polytechnic
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