Customer Services Advisor

• Apr 2018 - Present

Claims Manager

• Nov 2016 - Jan 2018

Managed illness & accident claims for 9 overseas hotels.Investigated claims through social media platforms to ascertain whether the claim was genuine or could be fraudulent & logged evidence foundResponded to the tour operator with all evidence located, either denying liability or proposing a settlement offerAdvised hotel management on various health & hygiene issuesKept all cases logged and up to date on several databases using Microsoft ExcelLiaised with hotel management via telephone and email using Microsoft Outlook

Requirements & Test Analyst

• Aug 2014 - Sep 2016

Write User stories on JIRA for any changes made to holiday documentation or the Document Archive Bank (an internal system) Work on long term projects for major changes to products within the wider business. Once the changes have been developed, test changes through Unit, E2E and carry out post implementation checks to ensure changes are working as expected in the live system Raise Story Bugs or Problem Report Form if any of the changes do not work as expected. Write Release Notes to inform the business of changes madeUsed to Agile working practices such as daily huddles, stand up, sprint planning.

First Duty Officer

• Mar 2000 - Jul 2014

-Provided accurate and timely resolutions to problems encountered by customers on the day of departure to their return to the UK.-Responsible for the ongoing training and mentoring of new and existing staff-Created and maintained a Duty Office Training Manual, using process flows and instruction guides on all systems and department procedures,-Provided 24 hour support for all Thomas Cook brands including specialist businesses, overseas offices, internal departments and Thomas Cook Airlines-Formed part of a Specialist Emergency Team responsible for co-ordinating & managing emergency incidents overseas and in the UK, such as the Ash Cloud, Glasgow Airport Terrorist Attack, Tsunami, Luxor Air Balloon crash. -Monitored four duty office inboxes & answered all emails quickly and efficiently-Accurately communicated incidents to the whole business by email escalations, using set guidelines and procedures-Collation of passenger figures from various systems in the event of an emergency incident-Logged & maintained up to date incident spreadsheets using Microsoft Excel-Promptly & accurately advised overseas staff of flight delays via phone, email and SMS-Authorised passenger welfare due to flight delays, in line with company & EU regulations-Daily monitoring of weather systems & escalating to the company should a threat to the business be observed-Awareness of all Thomas Cook welfare policies including child protection, assault & mental health-Answered colleagues’ work related questions accurately-Authorised tour operations invoices for immediate payment using relevant budget codes using SAP system-Took responsibility for the shift when the Senior officer was out of the office-Assisted various Police forces and UK Border Agency with requests for information. -Regularly used 15 different in-house systems along with Microsoft Word, Excel and Power Point

Operations Clerk

• Jun 1999 - Mar 2000

Implemented necessary changes to customers holidays due to flight schedule changes, accommodation over bookings or changes to brochure descriptions. Made changes within a live booking systemCreated customer letters to advise of the change or advised the customer of the change by phone if the departure date was imminent. Took incoming calls from customers who had received changes to their holiday and assisted with finding an alternative or providing further information on the change.

Assistant Manager

• Dec 1993 - Jun 1999

Responsible for booking customer flights & holidays & answering travel related queriesBooked business travel flightsIssued IATA ticketsIssued foreign currency and travelers chequesResponsible for FE & Store bankingAs assisitant manager, I was responsible for the store when the manager was away. Responsible for staff training & customer care. Administration of customer travel documentation. Responsible for booking customer flights & holidays & answering travel related queriesBooked business travel flightsIssued IATA ticketsIssued foreign currency and travelers chequesResponsible for FE & Store bankingAs assisitant manager, I was responsible for the store when the manager was away. Responsible for staff training & customer care. Administration of customer travel documentation.