Employability Coordinator

• Jun 2021 - Present

Customer Service Manager

• Jun 2017 - Apr 2021

Customer Service Coach

• Aug 2016 - Jun 2017

• Performing the required % of calls/paper processing audits as per the Quality Assurance Procedures and assessing the levels of quality and accuracy against the business requirements. • Achieving the required audit targets for the work type.• Delivering and planning of training and/or coaching based on the levels of quality and accuracy.• Challenging existing practices.Identifying, proposing and implementing areas of process improvement.• Providing Line Managers’ with performance information on each of their team members on a regular basis or more if required, including Quality and Accuracy Management Information.• Providing coaching support, as appropriate, to all team members.• Involvement in Projects as required.• Preparing and carrying out training plans for new and existing employees, product launches or refresher training when required. • Achieving and maintaining Competence under N2 Guidelines, where appropriate.• Acting as point of escalation for complaints as and when required.• Acting as a point of contact for contentious/complex enquiries.• Managing relationships between key Stakeholders and the team , where appropriate.• I also liaise with technical experts and peers to ensure that any changes in legislation and procedures affecting Customer Servicing are assessed and understood, ensuring product, process and system knowledge is maintained.• I communicate technical and procedural information to staff in an effective and timely manner.• Regular involvement in testing where required. Show less

Senior Associate

• Apr 2015 - Aug 2016

Processing transactions to agreed service levels, quality standards and where relevant within agreed financial authority limits. Handling complaints in line with area guidelines. Processing non-standard or complex transactions/calculations, including manual processing where required, ensuring that TCF principles are upheld. Contacting customers by telephone, fax, e-mail or letter to resolve queries/obtain information. Dealing with customer data ethically and in accordance with FCA requirements. Checking the work of others where appropriate to ensure that standards of accuracy, clarity and financial integrity are maintained, and that TCF principles are upheld. Providing informal guidance and/or training for colleagues as required. Completing independent quality and accuracy checking of work. Supporting an active role in service improvement/process improvement initiatives or projects as required. Assisting our management team where appropriate. Show less

Travel Sales Consultant

• Apr 2014 - Mar 2015

Researching various destinations and means of travel regarding prices, customs, weather conditions, reviews etc. Diagnosing the clients’ specifications and wishes and suggesting a suitable travel package or service. Organising travels from beginning to end, through booking tickets and accommodation, securing car hire, airport transfers, holiday excursions etc. Supplying travelers with up to date information and useful travel/holiday material (guides, maps, event programs etc) Collecting monetery deposits and balances Using promotional techniques and preparing promotional materials to sell itinerary tour packages. Handling unforeseen problems and complaints and determining eligibility for money returns. Attending conferences to maintain familiarity with tourism trends - recently travelled to Miami to attend a ship visit. Creating and updating electronic records of clients Maintaining relationships with key persons Keeping financial statements and documents Reaching the revenue and profit targets Show less

Travel Sales Consultant

• Jun 2008 - Apr 2014

Researching various destinations and means of travel regarding prices, customs, weather conditions, reviews etc. Diagnosing the clients’ specifications and wishes and suggesting a suitable travel package or service. Organising travels from beginning to end, through booking tickets and accommodation, securing car hire, airport transfers, holiday excursions etc. Supplying travelers with up to date information and useful travel/holiday material (guides, maps, event programs etc) Collecting monetery deposits and balances Using promotional techniques and preparing promotional materials to sell itinerary tour packages. Handling unforeseen problems and complaints and determining eligibility for money returns. Attending conferences to maintain familiarity with tourism trends - recently travelled to Miami to attend a ship visit. Creating and updating electronic records of clients Maintaining relationships with key persons Keeping financial statements and documents Reaching the revenue and profit targets Show less