Experience

Best at Travel
• United Kingdom
• Leisure, Travel & Tourism
• 1 - 100 Employee
• Sales Operations Coordinator

  • Jan 2017 - Present


Flightbookers/ebookers

• Customer Relations Team Leader

  • Dec 2001 - Sep 2016

  Responsible for leading a successful team of 5 direct reports across 5 points of sale (UK,IE,FR,NL and BE)Strong experience of vendor management working with outsourced service teams across 3 locations on a daily basis. Responsible for ensuring escalation management across all outsourced vendors is consistent, timely and accurate.Final point of escalation for complaints and high level escalations to the CEO. Responsible for management of complaints via Twitter and Facebook, as well as overseeing reputation management via Radian 6.Experience of managing multiple brands due to the acquisition of Travelbag & Bridge The World by ebookers, as well as experience of migrating processes to new teams. Responsible for ensuring that the team are achieving their targets through coaching and regular feedback. Responsible for performing annual performance reviews and appraisals. Drafting standardised correspondence and service information for online and offline queries including: FAQ's and site content. Pro-actively analysing complaint data to reduce errors and retail loss.

• Online Processor Team Leader

  • Jul 1999 - Dec 2001

  Successfully assited with the launching of the ebookers brand following acquisition of flightbookers.Helped to develop and implement the teams KPI’s to ensure consistency. Managing of online processers to ensure agents accuracy in ticketing and ensured that they attained their targets.Supporting the team with ideas to resolve problems they faced and ensure development. Point of escalation for issues which the team encountered, to ensure resolution in a timely manner, with limited business impact. Cross training of 2 teams at our outsourced vendors based in in New Delhi for service and fulfilment processes. Acted as the escalation point for all customer service queries which required additional attention, to ensure they were not escalated to senior leadership or raised as a court case resulting in further costs to the company. Responsible for limiting and avoiding losses to the company due to agent errors, resulting in budgetary savings for the department.



Flightbookers

• United Kingdom
• Travel Arrangements

• Sales Consultant

  • Mar 1999 - Jul 1999

  Adhered to company service guidelines, sell and promote flights, hotels and packages. Consistently provided the highest level of customer service and professionalism. Promoted and maintained excellent client relations by managing a prompt and accurate response, and positive telephone and service techniques. Ensured consistency and adherence to processes and procedures by effective use of all systems and tools. Researched and solved problems related to reservations, and suggest improvements to services. Made recommendations to clients, including efficient and alternate routes to find the most economic and available fares, booking class, exchange rates, and travel products and services. Provided guidance to less experienced colleagues.