Experience

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

  • Feb 2019 - Present

Kenwood Travel
• United Kingdom
• Travel Arrangements
• 1 - 100 Employee
• Call Centre Manager

  • Sep 2018 - Jan 2019


lastminute.com

• Switzerland
• Travel Arrangements
• 700 & Above Employee

• SCC UK Quality, Sales & Customer Service Manager (Call centre)

  • Sep 2016 - Aug 2018

• EMEA Offline Sales & Service Manager (Call centre)

  • May 2014 - Aug 2016

  • Drive offline revenue optimization • Drive offline sales conversion• Day to day support for outsourced providers• Control losses through error management and analysis of common trends• Delivery of sales improvement programs• Work with Quality team to calibrate with vendors to ensure that quality meets and exceeds expectations for both sales and service• Weekly calibration with service team to discuss email responses• Review responses sent via social media• Real time analysis and assistance with issues preventing sales• Assistance to Vendor partners in resolving tech issues• Real time assistance with complex sales enquiries• Offline sales support to other areas of the business Show less

• VIP Sales and Loyalty Manager

  • Jan 2014 - May 2014

  Working as part of the VIP team at lastminute.com my role is varied between sales and service We are the highest point of escalation within the business and deal with the most serious complaints. Dealing with customers via phone and email.We also handle social media. Any complaints that the customer may have added on twitter or facebook will come through to us. We also work closely with ABTA and ATOL.My job also involves booking any staff travel within the company.

• Senior Travel Consultant

  • Nov 2011 - Dec 2013

  As a Senior Worldwide Travel Consultant for lastminute.com my role was divided between selling and more senior responsibilities. Working in a busy call centre part of my role was to service incoming sales calls. In many cases this would involve sourcing all components of the package and tailor making this for the customer.As a senior I was responsible for the running of shifts on evenings and weekends and to ensure that the department ran smoothly.I would have to handle any customer service issues that arose and also any technical problems. I would also have to collate and report figures to higher management.Within the role I also had some involvement with the roll out of new projects. Working with a number of the exec's and providing feedback from a sales perspective. I would then have to train the team on any new systems implemented..Along with another senior consultant, I also monitored a busy email inbox, actioning requests from both customers and other departments. Show less



TUI Travel PLC

• Sales Manager

  • Nov 2003 - Nov 2011

  Full responsibility for the running of a travel shop with a turnover of three million pounds which consists of travel, foreign exchange and call centre bookings. Managing and motivating a team of five people to hit and exceed weekly targets whilst giving excellent customer service. All the team are measured against key performance indicators set by the company, these have been consistently exceeded. Daily duties include morning sales team talks, finding new business and following audit procedures within the shop.Extra regional responsibilities include:Regional trainer. This involves teaching one day training sessions as well as TUI’s two week induction programme for up to twenty five candidates at a time.Longhaul specialist manager. This involves sending out weekly updates to the region, handling longhaul queries from other managers and ensuring the region is motivated to hit the longhaul targets set by the company. This year the region finished top in the South East division.Recruitment manager. This involves the recruitment for four shops in the region from initial screening to store placement, I was chosen out of twenty eight managers for this role.Satellite manager. This involves the running of an extra shop when required to by the Regional Sales Manager. Shop awards include:Mystery shopper regional shop of the year, 2008Runner up assistant manager of the year, 2003 Show less

• Assistant Sales Manager

  • Apr 2002 - Nov 2003

  Responsible for assisting the store manager in the running of the store and deputising on the manager’s days off. The role involved leading by example in sales and service.



Lunn poly

• United Kingdom

• Sales advisor/Modern Apprentice

  • Sep 1999 - Apr 2002

  Completion of the two year NVQ course to become a sales consultant within the company. The course was completed early and I became one of the youngest assistant managers. My main role was based in the shop but I attended a TUI college for two days each month. This was to help increase my product knowledge and to complete my NVQ All of the team would be measured on key performance indicators set by the company. Completion of the two year NVQ course to become a sales consultant within the company. The course was completed early and I became one of the youngest assistant managers. My main role was based in the shop but I attended a TUI college for two days each month. This was to help increase my product knowledge and to complete my NVQ All of the team would be measured on key performance indicators set by the company.