Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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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
Christchurch
12.2001

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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Melissa Topp