Melissa Topp
Summary
While I've greatly enjoyed working with and developing teams of consultants over the years I'm so excited to be able focus on individual clients and their adventures going forward. I really enjoy building long term relationships with clients, developing a greater understanding of their preferences and creating amazing travel memories time after time.
Overview
18
18
years of professional experience
Work History
Manager
Flight Centre
07.2016 - 04.2020
- Successful strategic marketing decision to target increasing repeat and referral clients over external marketing. Incorporated with prioritising increasing per trip spend over increasing number of trips booked-focusing on a high % land sales strategy.
- Managed and motivated employees to be productive and engaged in work.
- Achieved team sales goals by developing and executing strategic plans and performance metrics.
- Increased team productivity by implementing streamlined processes and effective communication strategies.
- Optimized sales results by conducting regular performance evaluations and providing personalized coaching for staff development.
- Developed a strong team culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Cultivated long term relationships with clients which ensured business longevity and enhanced team fulfillment.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
Manager
Flight Centre
01.2009 - 07.2015
Travel Agent
Thomas Cook
07.2008 - 12.2008
- Increased client satisfaction by creating customized travel itineraries tailored to individual preferences and needs.
- Designed personalized vacation experiences based on thorough understanding of each client''s interests, budget constraints, and desired outcomes.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
Manager
Flight Centre
07.2006 - 06.2008
Travel Consultant
Flight Centre
01.2005 - 06.2006
Customer Service Representative
Thrifty Car Rental
01.2002 - 12.2004
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Education
Advanced Diploma - Travel And Tourism
NZSTT
Christchurch12.2001
Skills
- Relationship building
- Prioritising and Planning
- Expert destination knowledge
- Problem-solving abilities
- Advanced itinerary planning
- Global travel experience
- Adaptability and flexibility
- Analytical thinking
Accomplishments
Attended Flight Centre Global Balls Las Vegas, Paris and Cancun
Attended Globus group Top Sellers Christmas Rhine River cruise
Attended Infinity Incrowd Top Sellers trip on Rocky Mountaineer
Awarded On The Go Tours Top Sellers trip to India
Attended Adventure World Top Sellers trip to Brazil and Argentina
Attended Top Deck Top Sellers trip to Yosemite, Death Valley and Pacific Coast Highway
Intrepid Top Sellers award trip Kenya and Tanzania
Timeline
Manager
Flight Centre
07.2016 - 04.2020
Manager
Flight Centre
01.2009 - 07.2015
Travel Agent
Thomas Cook
07.2008 - 12.2008
Manager
Flight Centre
07.2006 - 06.2008
Travel Consultant
Flight Centre
01.2005 - 06.2006
Customer Service Representative
Thrifty Car Rental
01.2002 - 12.2004
Advanced Diploma - Travel And Tourism
NZSTT
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