Experience

H.N.Nuttall Ltd

• Food and Beverage Services
• 1 - 100 Employee

• Data Analyst

  • Mar 2018 - Present

  Sales administrator Sales administrator



MONARCH TRAVEL GROUP LIMITED

• United Kingdom
• Leisure, Travel & Tourism
• 1 - 100 Employee

• Customer Specialist Sales Coordinator

  • Oct 2006 - Oct 2017

  ¨ Reporting to Sales Team Manager, responsible for quality control of colleague quotes in addition to producing my own sales.¨ Staff feedback on any discrepancies.¨ Identification of customer requirements and tailor-making itineraries.¨ Comparison of various third party products to meet customer needs and maximise profit for the company.¨ Consistently meet targets and deadlines.¨ Minimise disruption to the customer if changes were enforced by the third party suppliers.

• Senior Flight Operations Controller

  • Jun 2003 - Oct 2017

  ¨ Management and prioritisation of the workload for Flight Operations and supervision of 2 other members of the team.¨ Communication with colleagues across the company in many different locations and at all levels of the business (overseas, Luton, Bromley and Stockport).¨ Reduction of compensation by proactively notifying before escalation is required.¨ Production of workload and compensation reporting.¨ Shift leader responsibility to manage the Contact Centre single handedly on one Sunday a month. This included Social Media responses, complaint resolution, staff motivation and overall achievement of Service Levels within the contact centre.

• Flight Operations Controller

  • Nov 2007 - Jun 2015

  ¨ Reporting to the Operations Team Manager, responsible for all pre-departure flight operational changes¨ Notification to customers by email and telephone that the dates or times of their flight have been amended and minimisation of the impact to the customer.¨ Amendment of any hotel reservation or ancillary products eg. Transfers¨ Achieve Service Levels and offer the appropriate compensation¨ Production of working practices, training of new staff¨ Ability to assist Accommodation change and Welfare assistance teams when required

• Customer Service Call Centre Agent

  • Jul 2003 - Sep 2006

  ¨ Reporting to Team Leader, responsible for answering inbound and making outbound calls to direct and trade customers¨ Sell holidays, take payments, produce documentation for customers and amend existing bookings if required¨ Resolve customer complaints in a timely manner, taking ownership¨ Cover team leader position during absence and maternity leave