Experience

msk.ai

• United Kingdom
• Hospitals and Health Care
• 1 - 100 Employee

• Team Leader: Customer delivery

  • Aug 2022 - Present

  Responsible for project planning and delivery for customers while leading and managing a skilled content team. Responsible for project planning and delivery for customers while leading and managing a skilled content team.



Piclo

• United Kingdom
• Utilities
• 1 - 100 Employee

• Customer Success Associate

  • May 2021 - Sep 2022

  Main responsibilities include:- Customer support including collating customer feedback, customer emails, video calls, demos, maintaining support articles and videos amongst other support. - Managed the project to rewrite the product's support articles which helped increase the value of this key part of the product. - Create new webinar content for a new user guide.- Written and implemented customer success policies.- Lead customer success engagement user research. - Lead customer success actions during incidents.- Created baseline reporting within the email support system to start data collection.- Work closely with and help design and manage the customer communications with the marketing and comms team.



The Red Carnation Hotel Collection (Red Carnation Hotels)

• United Kingdom
• Hospitality
• 300 - 400 Employee

• Reservations and Revenue Manager

  • Aug 2017 - May 2021

  - Managing room reservations, residence sales, group reservations, revenue and meetings & events- Review and analyse the daily, weekly, and monthly pick up and business trends to appropriately adjust business strategy - Manage the RMS to assist in further increasing revenue - Prepare the rooms section of the annual budget and business plan - Analysing opportunities of additional revenue streams, up selling opportunities and constantly reevaluating current contracts and partnerships to ensure the maximum benefit is achieved

• Reservations Supervisor

  • Mar 2015 - Aug 2017

  My role in Reservations at The Egerton House Hotel is vast and insightful. The job includes:- Putting into practice an extremely high level of customer service- Ensuring that the reservations departments is run smoothly and effectively- Training the front office team with essential reservations standards- Restrictions and yielding to improve revenue and ADR- Building relationships with travel agents and customers- Working together with our Channel Manager and revenue department to ensure the smooth running of revenue and rates- Planning and creating promotional packages to increase sales and coverage- Completing daily, weekly and yearly reports



The Cavendish London

• United Kingdom
• Hospitality
• 1 - 100 Employee

• Front Desk Assistant

  • Aug 2014 - Mar 2015

  The role as a front office receptionist at The Cavendish London enabled me to learn a great deal about the hospitality industry. It is a well run hotel and therefore I learnt a lot about how to run a hotel the correct well. My time here as a receptionist is enabling me to practice working in high pressure environments, to work effectively in teams and improve my customer service skills. My main duties include;- Ensuring the reception is run smoothly- Delivering high levels of customer service- Having an 'anything is possible' attitude with regards to customer queries and demands - Making reservations- Having in-depth knowledge of the product and how to sell this- Ensuring the customers stay is seamless, this includes pre-stay up until after they have left (so making sure guest telephone calls or emails are answered accurately, patiently and in good-time, making sure their check-in and check-out is professional, helpful and friendly, and helping guests with anything else they may require



Hilton Buenavista Toledo

• Spa Administrator

  • Jan 2013 - Sep 2013

  As administrator at the Hilton Buenavista Toledo, I was based in the Spalace Wellness Centre. My position here developed my organisational skills in a high pressure environment, team working abilities and customer service proficiency. It was a great challenge for me to work in a high pressure, face paced, customer focussed environment in Spanish. This made the experience even more rewarding and introduced me to the world of Hospitality and what is has to offer. My main duties included; - Providing customer care to hotel guests and clients- Daily financial audit, invoicing reconciliation. - Ensuring the Spa is run smoothly- Store orders- Selling the products on offer and ensuring monthly and yearly quotas are met



komaLINGUA

• Spain
• Higher Education
• 1 - 100 Employee

• Language Tutor

  • Jun 2012 - Dec 2012

  My responsibilities included preparing and delivering lessons, organising level tests for the students and general administration duties (answering phones and customer service tasks) My responsibilities included preparing and delivering lessons, organising level tests for the students and general administration duties (answering phones and customer service tasks)