James Stacey

Unit 4723, Tower 3 SM Light Residences, Madison St, Mandaluyong City --LinkedIn: www.linkedin.com/in/james-stacey James Stacey Skills • • Outstanding customer service and ability to build rapport with both clients and colleagues. Extensive travel background within Asia Pacific, with excellent cultural knowledge and awareness. • • Experience with various reservations and CRM systems. Training and providing support to new team members. Experience MARCH 2017 – MARCH 2018 Customer Support Advisor / World Challenge Asia Pacific, South Melbourne • • • • • Responsible for building and maintaining relationships with key stakeholders such as ‘challengers’ (high school students), guardians, school teachers and expedition leaders across Australia, New Zealand, Singapore and China. Regular tasks include customer enquiries and complaints, processing applications and documents required for travel, providing tailored advice based on individuals and their destination in order to ultimately help deliver life changing experiences for high school students. Throughout this 12 months my team have collaborated to implement various new procedures to greatly improve productivity and customer feedback. During the busy departure season (November-January) when a majority of clients travel this also involved working in an Operations Centre, providing rapid advice and assistance to leaders in country with medical and logistical issues as they happen. Leading up to this season I also traveled interstate to help facilitate a training weekend for one team of young people preparing to travel. NOVEMBER 2015 – MARCH 2017 Relief Front Desk Receptionist / TFE Hotels, Melbourne Returning from TFE after previously working at one property, I worked full time across all ten Victorian properties, covering four different hotel brands. Providing exceptional customer service to varied clienteles whilst ensuring all enquiries were answered, reservations secured and where possible upsold, and administrative tasks completed promptly. Adapting to vastly different properties both in large teams and working alone overnight. MAY 2015 – AUGUST 2015 Appointment Setter / Viapearl Global, Remote Working with a remote team based around Southeast Asia, using a CRM and phone system to set appointments with various Australian based customers. OCTOBER 2014 – NOVERMBER 2015 English Teacher / Various, Ho Chi Minh City I worked in a wide range of positions, teaching and tutoring English as a second language. This included public primary schools, small language centres for university aged students and one on one tutoring in homes and offices. MAY 2014 – JUNE 2015 Online English Tutor / Fluentify.com, Remote Casual tutor sessions with adult students studying English as a second language, providing immersive conversational practice to compliment formal language studies. MAY 2012 – JUNE 2014 Front Desk Receptionist / Travelodge Docklands, Melbourne Front desk and reservations tasks, maintaining the flexibility to help all other departments when needed, such as senior management, food and beverage, maintenance and housekeeping. Education 2014 TEFL/TESOL Certificate / I-to-I TEFL, Melbourne 120 hour course, including 20 hour classroom component and remainder completed remotely. This prepared me to teach English as a second language in Vietnam via units on grammar, lesson planning and scenario based demo classes. 2012 Certificate III in Tourism (Retail Travel Sales) / TAFE NSW (OTEN Distance Education) Completing this via correspondence with a wide range of modules relating to the travel, tourism and hospitality industries. Some topics covered include industry knowledge, general business skills, destination research, preparing quotes, itinerary building and making reservations. 2007 Victorian Certificate of education/ Montmorency Secondary College Completed high school up to Year 12. Hobbies and Interests 2 Travel – I’m passionate about travel, particularly within South East Asia and the Asia Pacific region. I believe quite strongly in travel as education and constantly seek new experiences and to learn from people and cultures wherever I go. Sport – I enjoy following a variety of sports, particularly soccer, and love to play when I have the time as well. I’ve had involvement with supporters groups both in Australia and Vietnam and have combined this with my passion for travel by organizing interstate and overseas trips with friends to follow our teams. Family – As a young Father I relish spending as much time as possible with my 2 year old daughter. References Alison Rafferty – Head of Customer Support, World Challenge- Melissa Theodorous – Duty Manager, TFE Hotels-- 3