Tom Mann

Market Management

460 followers

Greater Sydney Area

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Timeline
About me
Business Leader - Centurion
Education
- Griffith University
  -
  Bachelor of Journalism International Relations and Politics
Experience
- Burleigh Heads Farmers Markets
  Sept 2012 - Aug 2015
  Market Management
  - Management of a weekly Farmer's Market- Logistics, Stallholder engagement, social media communication and sales
- Nine
  Mar 2013 - Mar 2014
  Reporting Intern - Nine News Gold Coast
  - Television reporting for a nightly broadcast, involving regular communication with Public Relations specialists, government spokespersons, politicians (including World Leaders), celebrities, VIP talent and the wider community.- Preparation and conduction of interviews, anchor scripting and presenting, with a necessary eye for detail on short deadlines for local, state and national coverage.*Additional work between 2012 and 2015 with ABC Brisbane, The Brisbane Times, The 2012 G20 Leader's Summit and 4BC (radio) Show less
- The Walt Disney Company
  Jun 2015 - May 2016
  College Program - Walt Disney World
  - Undertook Corporate Communications coursework at Disney University, under the umbrella of a large corporation.- Provided world-class customer service across multiple departments including emergency preparedness, resort recreation, communications, event planning and lifeguarding.
- Flight Centre Travel Group
  Sept 2016 - Jun 2018
  - Travel management across 17 corporations.- High volume Domestic and International itineraries. - Built friendly rapport across multi-level organisations including Executives & Board Members. - Handling of customer escalations and resolution.- Sabre (Graphical and Classical), Galileo, Lumina Portal. - Direct sales role, working with customers to curate itineraries and cross-sell onto multiple products.- Primarily international leisure travel, with high volume. - Face-to-face service and ability to build return customer loyalty. • Travel Universal Desktop (TUD), Quickdox, Client
  - Corporate Travel Manager - FCM Travel Solutions
    Aug 2017 - Jun 2018
  - Travel Consultant - Flight Centre Retail
    Sept 2016 - Aug 2017
- American Express
  May 2018 - now
  - Led a team of Relationship Managers across a range of skills and areas of expertise for ultra-high-net-worth individuals- Worked with a diverse range of functionalities and colleagues, both hybrid and virtual, across APAC- Managed extensive changes in enterprise priorities, projects, KPIs, technologies and training- Navigated performance management, formal coaching and addressed disciplinary matters compliantly and tactfully- Took ownership of escalations while following approved complaints processes to provide the world’s best customer experience every day Show less
  - Business Leader - Centurion
    Apr 2024 - now
  - Assistant Product Manager - Centurion
    May 2023 - Apr 2024
  - Product and Experiences - Consumer Charge Cards (AU & NZ)
    Nov 2021 - May 2023
  - Relationship Manager - Centurion
    Sept 2018 - Dec 2021
  - Assistant Relationship Manager
    May 2018 - Sept 2018
Licenses & Certifications
- Certificate 3 in Travel
  Commissioner of Vocational Training
  Aug 2017
Honors & Awards
- Awarded to Tom Mann
  Outstanding Customer Service Award Steve Squeri - CEO American Express Oct 2021 Annual Customer Service award for American Express.
- Awarded to Tom Mann
  Customer Service Award FCM Travel Solutions Mar 2018 For continued positive feedback from customers.
- Awarded to Tom Mann
  Four Keys Cards Disney's Saratoga Springs Resort and Spa Aug 2015 Multiple Courtesy awards for positive written feedback from guests.