Experience

Carrier Luxury Holidays

• United Kingdom
• Travel Arrangements
• 1 - 100 Employee

• Senior Client Experience/Concierge Specialist

  • Sep 2022 - Present

• Aftersales & Operations Manager

  • Jun 2019 - Aug 2022

• Customer Service, Admin & Operations Supervisor

  • Jan 2019 - Jun 2019



Sykes Holiday Cottages

• United Kingdom
• Travel Arrangements
• 300 - 400 Employee

• Web Support Team Manager

  • Dec 2016 - Dec 2018

  This role has been an exciting challenge and i’ve been able to build a strong web chat team who have successfully increased conversion insurance sales NPS and CSAT. I have developed the team to become customer focused as well as achieving their targets individually and as a team. The skills that I have given to this role are; ● Performance managing the team. ● Driving performance to maintain KPI’s. ● Motivating the team to deliver high customer expectations. ● Change management skills ● Managing and maintaining SLA’s ● Delivering on going training to maintain high standards of chat quality customer service and sales. ● Managing the recruitment process for the web team advisor role and delivering training. ● Increasing web agents understanding of style tone and language whilst and handling customer objections. ● Handling customer escalations and working on the right outcome for both customer and the needs of the business. Show less



Eurocamp

• United Kingdom
• Leisure, Travel & Tourism
• 100 - 200 Employee

• Team Manager

  • Jan 2015 - Nov 2016

  ● Inspiring ownership and enabling the performance of each advisor within my team using performance coaching techniques. ● Delivering consistent support to everyone within the contact centre to assist in maximising sales opportunities while delivering exceptional customer service.● Working efficiently as part of a team and have the confidence and ability to work under own initiative.● Confidence in making decisions balancing the needs of the customer with the needs of the business.● Regularly review and improve processes to maximise efficiency, effectiveness and service delivery. ● Experience dealing with KPI’s focusing on business value such as conversion revenue per booking/contact, efficiency performance within targets, agent occupancy, not ready reasons, and average handling time. ● People management, performance to stretching targets, and handling unapproved absenteeism.● Contact quality monitoring such as call web chat and emails to ensure our passion for customer service is consistently exceptional. Show less

• Contact Center Duty Manager

  • Sep 2011 - Dec 2014

  ● Maintaining and promoting a real passion for the brand and customers.● Responsibility for coaching advisors on customer enquiries or escalations.● Managing customer queues, assigning new contacts to available agents to optimise performance levels and monitoring agent availability● Ensuring all advisors have the necessary tools, information, and motivation for the start of their shift.● Communicating any product, price promotion or process change in a simple and easy to follow format such as pre-shift brief, email, or 1 to 1.● Involvement in real time resourcing decisions affecting on the day holiday requests, overtime, and monitoring and reacting to change and demand across the multi-channel business. Show less

• Sales and Customer Service advisor

  • Sep 2004 - Sep 2011

  ● Taking inbound sales and customer service calls and consistently maintaining a high level of customer service● Maintaining KPI’s such as conversion and utilising opportunities to add revenue to each contact ● Outbound customer service calls to keep the customer informed of changes to their holidays. ● Engaging with customers using email and web chat.



Magic Breaks

• Altrincham Cheshire

• Administration and Accounts Assistant

  • 1999 - Jul 2004



Going Places

• Knutsford

• Sales advisor

  • 1998 - 1999