Experience

Intravelr.

• United Kingdom
• Travel Arrangements
• 1 - 100 Employee

• Head Of Sales & Operations

  • Jul 2021 - Present

  Delivering growth through the creation and implementation of a sales & operational strategy that delivered 76% growth YOY and successful sent over 2000 customer on trips across multiple countries. Creating a unique customer experience through the development of automation, travel experts and an advanced customer portal. Launched a new website and developed a successful operational processes supporting growth and an enhanced customer experience. Built successful relationships with key suppliers resulting in improved contract terms and pricing when re negotiating. Leading a team of Brand Managers to deliver the team targets through effective coaching and feedback. Negotiate supplier agreements to ensure the best price point for the business to achieve maximum revenue. Introduced a customer satisfaction matrix to gain real time feedback and used these to make key changes with suppliers to improve the quality of trips. Work with Head of Marketing to ensure the sales and marketing strategies align. Develop new business opportunities through product and destination expansion.



STA Travel

• United Kingdom
• Travel Arrangements
• 700 & Above Employee

• Regional Sales Manager

  • Nov 2018 - Sep 2020

  Leading a region of 12 store managers and 70 sale agents to deliver outstanding customer service and achieve monthly sale targets through strong communication, coaching, leadership and direction within a remote environment. Exceeded annual budget by 5% through improvement to overall regional conversion rates and effective delivery of sales training to store managers. Enhanced the customer experience through leading a team to deliver key values resulting in improved mystery shop results by 30% and the highest results within the UK. Responsible for store managers performance through identifying support gaps, training, coaching and performance management to ensure all managers performed to their highest standard.

• Store Manager

  • Aug 2014 - Nov 2018

  Leading a team of 12 sales agent to achieve sale targets and deliver world class customer service for customers wanting to book a trip of a life time. Provided daily coaching to develop team members and ensure that sale targets were achieved. Motivated and led in a fast paced multi channel environment from phones to online chat services to communicate with customers.



Royal Bank of Scotland Business

• United Kingdom
• Banking
• 700 & Above Employee

• Customer Service Manager

  • Aug 2011 - Jun 2014