Customer Care Executive - Northern European Market

• Mar 2022 - Present

The goal is to provide the full Account Handling/Customer Services function for leisure groups, while ensuring that groups are being operated to the highest customer care standard. Timely and professional communication with clients. Meeting deadlines, optimizing margins and while operating a large volume of groups in multiple markets. Main responsibilities: • Margin optimization through upselling • Full utilisation of the Tourplan NX to generate all client and supplier communication, also ensuring that the confirmed proposal is accurately reflected in Tourplan thereby facilitating a smooth and accurate accounting process • Develop and maintain sustainable relationships with clients and suppliers • Developing relationship with guides and securing guides to each leisure group • Quoting of ad hoc group and series business as and if required • Meeting/visiting clients and attending Trade shows Show less

Bar & Event staff

• Jul 2018 - Mar 2022

• Private events, company dinners and meetings, reception waitress and bar staff. • Providing high-quality service according to the company’s standards. • Private events, company dinners and meetings, reception waitress and bar staff. • Providing high-quality service according to the company’s standards.

Customer Service Agent

• Aug 2020 - Aug 2021

• Communication with Customer via phone, e-mails, and social media channels. • Customers’ account management using SAP CRM. • Communication with other departments – Back Office, Warehouse, Stores, Suppliers. • Communication with Customer via phone, e-mails, and social media channels. • Customers’ account management using SAP CRM. • Communication with other departments – Back Office, Warehouse, Stores, Suppliers.

Customer Care Executive

• Mar 2020 - Mar 2020

• Development of relationships with overseas clients via emails and phone calls. • Ensure client group operations requirements for the department operate smoothly and in a timely fashion. • Use of Tourplan system to generate clients and suppliers’ communications, ensuring and facilitating a smooth and accurate accounting process. • Creation of itineraries within budgets. • Development of relationships with overseas clients via emails and phone calls. • Ensure client group operations requirements for the department operate smoothly and in a timely fashion. • Use of Tourplan system to generate clients and suppliers’ communications, ensuring and facilitating a smooth and accurate accounting process. • Creation of itineraries within budgets.

Visitor and Museum Assistant

• Mar 2019 - Feb 2020

• Providing exceptional customer service and experience while ensuring positive feedbacks and visitors’ future visits. • Providing relevant information and help international visitors with enquiries. • Day-to-day administration and maintenance of the company’s venues, i.e. independent opening and closing process of museums and cultural venues, selling tickets and cash register management. • Tour Guide for international visitors - Scott Monument and City Art Centre. • Providing exceptional customer service and experience while ensuring positive feedbacks and visitors’ future visits. • Providing relevant information and help international visitors with enquiries. • Day-to-day administration and maintenance of the company’s venues, i.e. independent opening and closing process of museums and cultural venues, selling tickets and cash register management. • Tour Guide for international visitors - Scott Monument and City Art Centre.

Front of House & Barista

• Mar 2018 - Feb 2019

• Daily business operations: independently opening and closing processes of the shop and cash register management. • Waitress and food/drink preparation in compliance with Food and Safety legislations. • Stock management. • Local artists’ Art & Craft items management. • Daily business operations: independently opening and closing processes of the shop and cash register management. • Waitress and food/drink preparation in compliance with Food and Safety legislations. • Stock management. • Local artists’ Art & Craft items management.

Promoter

• Jun 2017 - Sep 2017

• Engaging with Spanish and Italian tourists. • Provide information and sell tour packages. • Reach monthly selling targets. • Engaging with Spanish and Italian tourists. • Provide information and sell tour packages. • Reach monthly selling targets.

Helpdesk

• May 2017 - May 2017