Renée Brown
Auckland,New Zealand
Summary
Accomplished Technical Writer at Kāinga Ora – Homes and Communities, skilled in converting intricate, ambiguous information into accessible documentation.
Over 16 years of experience in the travel industry, specializing as a Senior Adventure Travel Consultant and Trade/Digital Specialist at Tourism New Zealand. Proven expertise in both domestic and international travel sectors, with a strong background in wholesale and corporate travel.
Extensive knowledge, use, and implementation of digital travel booking systems in New Zealand, Australia, and the United Kingdom.
Overview
19
19
years of professional experience
Work History
Technical Writer
Kāinga Ora – Homes and Communities
Auckland
02.2023 - Current
- Structure and maintain internal and external business-critical documentation, simplifying complex topics into clear language.
- Lead end-to-end document development using Microsoft Word, Visio, SharePoint, and Objective.
- Facilitate workshops with Subject Matter Experts to gather insights and align documentation with business strategic goals.
- Ensure all published content complies with relevant legislation, including the Plain Language and Privacy Acts.
- Conduct quality assurance on peer-authored documents to uphold consistency and clarity across the business.
- Adhere to strict internal sign off processes; SME's, Communications team, Legal team and Business Owners.
- Collaborate with team members to develop content standards and governance structures for documentation.
- Identify process improvement opportunities while managing risks associated with new developments.
- Maintain version control, Information Architecture and audits in Objective.
- Latest achievements: Successfully created full document sets for Customer Complaints and Managing Pets.
Digital Content Specialist
Tourism New Zealand
Wellington
06.2020 - 01.2023
- Created and optimised content for the consumer website (www.newzealand.com) using SilverStripe Content Management System (CMS), and for the corporate site used Kentico CMS, applied search engine optimisation (SEO), user experience (UX) and web writing best practices.
- Used analytics and SEO tools including Adobe Analytics, Hotjar, Siteimprove, SimilarWeb and Ahrefs to guide content decisions and improve site page performance and increase bookings and time on site.
- Worked closely with developers, product owners and external UX designers to resolve issues and deliver enhancements, using Jira, Miro and ClickUp for collaboration.
- Partnered, influenced and negotiated with tourism operators, Regional Tourism Organisations (RTOs), councils and airlines to gather content and align messaging across the sector.
- Managed translation budget coordinating with agencies, forecasting costs and processing invoices.
- Trained new team members on SilverStripe and analytics tools, led full-time training for Tapu Toa interns and mentored a Young Tech mentee.
- Managed writing contractors - provided in debth content briefs, monitored time frames, proof-read their work and organised their contract payments.
- Achievements: I re-wrote the entire food and drink section on the website and increased organic traffic by over 200%. Optimised various Top 10 pages and significantly increased bookings from international markets.
Trade Specialist
Tourism New Zealand
Wellington
12.2018 - 06.2020
- Planned, booked, led and hosted high-value familiarisation (famils) and incentive trips for international VIP travel agents across New Zealand, inspiring and educating guests throughout their visit.
- Ensured internal Travel Policy was adhered to for all corporate/VIP travel arrangements.
- Managed all aspects of budgeting, forecasting and invoicing, ensuring successful operator negotiations.
- Negotiated with external stakeholders for best use of funds (Air New Zealand, Orbit, accommodation and activity providers, car rental and transfer providers and hospitality venues, TourWriter representatives.
- Liaised with TourWriter and Oracle/Finance team to integrate two platforms for a more efficient invoicing process and continuous improvement.
- Used TourWriter (itinerary planner), Zoho Forms (client data capture) and Oracle (accounting system) to coordinate itineraries, manage client info and track costs.
- Delivered one-on-one, group and train-the-trainer sessions for Trade Specialists and Regional Tourism Organisations (RTOs) on TourWriter and famil protocols.
- Created and implemented client feedback forms and risk assessments and oversaw complaints, near misses and health and safety learnings.
- Led health and safety training, completed risk assessments and ensured compliance during hosted experiences.
- Achievements: Created and implemented digital processes and continuous improvement for storing client information, risk assessments, feedback and invoicing.
Senior Adventure Travel Consultant
World Expeditions
London, United Kingdom
01.2016 - 09.2018
- Managed over 300 high-net-worth client files annually, delivering bespoke itineraries across all seven continents with full travel support including visas, insurance, flights, transfers and on-ground support.
- Assessed complex medical risks for remote and high-altitude expeditions, liaised with in-house doctors, and clearly communicated medical advice and health-related travel risks to clients in plain English.
- Built strong client trust by handling sensitive medical disclosures with empathy and professionalism, ensuring open communication and full compliance with UK privacy regulations.
- Coordinated travel across many different cultures and continents to ensure seamless, respectful, and safe travel experiences through collaboration with global teams and partners.
- Responded with urgent calmness to high-pressure, often life-or-death situations such as natural disasters, medical emergencies and last-minute disruptions, ensuring client safety and continuity of service.
- Adhered to very strict company travel policies, cultural sensitivity and immigration requirements at all times.
- Achievements: I was promoted to Senior Travel Consultant and transferred from an Australian office to the London office.
Adventure Travel Consultant
World Expeditions
Perth, Perth
12.2013 - 01.2016
- Liaised with internal teams - operations team, product team, in-house Doctor, sales managers.
- Constant communication with external stakeholders - clients, airlines, tourism operators, tour guides, insurance representatives, sister companies, travel agents, wholesalers.
- Acted as the middle person between clients and in-house Doctor to ensure client safety during remote and often challenging adventure trips.
- Developed personalized itineraries reflecting client needs and expectations.
- Ensured adherence to safety regulations and company policy throughout trip planning processes.
- Maintained awareness of industry trends, seasonal promotions and blackout dates, and competitor pricing.
- Collaborated with operators to secure competitive rates for clients.
- Tracked client preferences to provide tailored travel advice, and to persuade and encourage client loyalty for future trips.
- Processed payments, processed complex visas, booked flights.
- Provided detailed information about off the beaten track destinations and travel packages.
- Achievements: Actively created a good rapport with multiple clients who became loyal customers. Successfully managed the office solo in the manager's absence.
Wholesale Sales Representative
New Horizons Holidays
East Perth, Perth
11.2012 - 12.2013
- Collaborated with travel agents to create travel packages (flights, fleet, transfers, activities, and accommodation) on behalf of their customers.
- Liaised with internal stakeholders (ticketing team, product team, finance) to ensure efficient bookings and correct pricing and ticketing.
- Communicate daily with external stakeholders - airlines, accommodation providers, cruise companies.
Travel Industry and Hospitality Roles
Various
, New Zealand / Australia
01.2006 - 11.2012
- Multiple tourism and hospitality jobs throughout New Zealand and Australia including casino dealer (blackjack, roulette, poker), front desk for tourism operators/hotels, basic accounting, data entry, and customer service.
Education
Bachelor of Professional Communication - Digital Communications And Media
Southern Institute of Technology
01-2023
Diploma of International Tourism - Tourism Management
Waikato Institute of Technology (WINTEC)
Hamilton, NZ01-2011
Certificate of Tourism And Travel - Level 3 - Tourism Management
Waikato Institute of Technology (WINTEC)
Hamilton 01-2010
Certificate in Tourism and Travel - Level 4 -
Waikato Institute of Technology (WINTEC)
Hamilton01-2010
Skills
- Technical writing and copywriting
- Stakeholder collaboration
- Proactive and forward-thinking
- Analytical mind
- Effective communication
- Problem solving
- Attention to detail
- Training and mentoring
Timeline
Technical Writer
Kāinga Ora – Homes and Communities
02.2023 - Current
Digital Content Specialist
Tourism New Zealand
06.2020 - 01.2023
Trade Specialist
Tourism New Zealand
12.2018 - 06.2020
Senior Adventure Travel Consultant
World Expeditions
01.2016 - 09.2018
Adventure Travel Consultant
World Expeditions
12.2013 - 01.2016
Wholesale Sales Representative
New Horizons Holidays
11.2012 - 12.2013
Travel Industry and Hospitality Roles
Various
01.2006 - 11.2012
Bachelor of Professional Communication - Digital Communications And Media
Southern Institute of Technology
Diploma of International Tourism - Tourism Management
Waikato Institute of Technology (WINTEC)
Certificate of Tourism And Travel - Level 3 - Tourism Management
Waikato Institute of Technology (WINTEC)
Certificate in Tourism and Travel - Level 4 -
Waikato Institute of Technology (WINTEC)
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