1. MARGIE COLBECK
6 Barbara Court, Mona Vale NSW 2103
Phone: 0416 928 122 ● Email: colbeckmargie@gmail.com
TRAVEL INDUSTRY SALES PROFILE
Accomplished Travel Industry Professional - CLIA (Cruise Line Industry Association) accredited, with extensive
experience in all aspects of sales generation, account management, business development, customer service,
relationship development, training, and quality assurance within the travel industry. Consult effectively with clients and
vendors to effectively prioritise activities and achieve defined objectives, with the ability to translate client requirements
into sales solutions. Proven success creating and accelerating sales growth, cultivating and developing new business,
and obtaining optimal levels of profitability in highly competitive market segments.
Customer Service Operations ● Sales Development ● Client / Vendor Relations ● Relationship Development
Team Leadership ● Project Management ● Training and Coaching ● Business Development
Administrative Functions ● Quality Assurance ● Performance Management ● Product Promotion
PROFESSIONAL EXPERIENCE
CRUISES.COM.AU, Brookvale● 04/2015 – Made Redundant due to Office Closure
Part of the leading cruise company OzCruising Pty Ltd.
Business Development and Training Manager
Source and secure sales and maximise revenue while engaging with large and diverse groups on issues associated
with cruising; represented several brands and other cruise lines in the absence of their staff.
Accomplishments:
• Trained and mentored staff on initiatives to maximise customer service delivery and sales.
• Generated business via connections gained from extensive global travel.
• Prepared and delivered engaging presentation using PowerPoint.
• Liaised with customers to drive business development and resolve complex customer issues.
CRUISEABOUT, Mona Vale ● 10/2014 – 04/2015
A company offering cruise itineraries and flights, accommodation and touring to complement cruise holidays.
Sales Consultant
Generated sales of company products and services, while ensuring attainment of specified sales objectives. Handled
all aspects of account management, and expand business through provision of exemplary customer service. Managed
sales process throughout entire lifecycle, including development of customised services to meet client requirements.
Upsold additional products and insurance services to increase revenue.
Accomplishments:
• Achieved highest cabin count from all consultants in Australia, and status as second highest novice in sales.
• Succeeded in exceeding company sales targets.
QANTAS AIRWAYS, Mascot ● 05/1988 – 06/2014
The flag carrier airline of Australia and its largest airline by fleet size, international flights and international destinations.
Cabin Crew Trainer and Lead Facilitator (06/2010 – 06/2014)
Directed and developed training programs in accordance with Qantas policies, standards and procedures. Facilitated
training for cabin crew and Onboard Managers in customer service duties, new aircraft types, PA systems, leadership,
mentoring and problem solving. Spearheaded change management, mind-set and cultural shift programs. Drove
development and continuous improvement of training.
Accomplishments:
• Assisted in implementation of new Business Class product.
• Contributed to training of over 15,000 staff across all departments of the organisation.
• Completed MGI Facilitator Training and trained new recruits in customer service language techniques.
• Championed cultural and competence change in role as Lead Trainer.
Customer Service Manager (06/2001 – 06/2014)
Managed, trained and motivated employees in providing highest levels of customer service and safety. Ensured
compliance with all occupational health and safety service and company standards. Maintained strict adherence to
specified schedules to minimise delays and costs. Provided ongoing operational feedback to senior management.

2. MARGIE COLBECK
Page 2 ● colbeckmargie@gmail.com
Accomplishments:
• Consistently exceeded expectations on bi-annual performance reviews between 2006 and 2014. Received Spirit
of Service Award
• Served as Core Facilitator for Exceptional Programs of Customer Service Training (2009-2014).
• Achieved 100% on time departures by motivating all relevant staff to meet KPIs.
• Selected as member of Promotional Team representing company at corporate events.
• Played key role in successfully implementing new domestic business product across Australia in July 2013.
Service Quality Leader (01/2001 – 06/2012)
Maintained highest degrees of service quality by observing cabin crew activities, and providing support, coaching and
feedback. Contributed to development and continuous improvement of customer training, while maintaining
compliance with corporate OH&S and customer service standards.
Accomplishments:
• Directly contributed to raising NPS score on dedicated route and subsequently the Domestic Division.
• Received Recognition Award for contributing successfully to customer service training.
Cabin Safety Auditor (06/2010 – 06/2014)
Evaluate and measure effectiveness of company policies and procedures. Identify threat, error and risk exposure
within operational environment, and conduct inflight observations in accordance with safety operations audit policy.
Assess systems and make recommendations for improvement. Documented and provided input on all gathered data
from audits. Escalate issues to improve safety.
Accomplishments:
• Successfully completed threat and error management training, conducting average of two full safety audits across
the Qantas fleet. Received Spirit of Safety Award.
EDUCATION AND TRAINING
CLIA Ambassador Accredited
Cert 111 in Travel and Tourism
Polar Online Training Academy
Princess and P&O Training Academy - Commodore Status
Carnival Cruise Academy
Cruising for Excellence Training Academy
Next Step Frontline Leadership
Diploma - Fares and Ticketing
Diploma - Airline Operations
Certificate - IV Workplace Training and Assessment
Certificate II - Ski Instructor
Certificate of Completion - Threat and Error Management
Customer Service
EEO and Standards of Conduct
Crime Awareness / Fatigue Awareness / Privacy Awareness
Knowledge & Productivity Improvement
Next Step - Frontline Leadership
Competition and Bribery Law (Compliance)
ACAA Customer with Disabilities
Employee, Alcohol and Drugs Awareness
Professional Affiliations
Australian Professional Snowsports Instructors