Experience

Barrhead Travel Group

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

• Store Manager

  • Aug 2023 - Present

  Travel Agency Travel Agency



West Wallasey Fleet Hire Services

• United Kingdom
• Motor Vehicle Manufacturing
• 1 - 100 Employee

• Rental Executive

  • Nov 2019 - Aug 2023



Thomas Cook Group plc

• Travel Arrangements
• 700 & Above Employee

• Branch Manager

  • Jul 2004 - Sep 2019

  Promoted in 2018 to Store Manager; lead a team of Travel and Foreign Exchange Sales Consultants for a store with £2.2 million turnover; responsible for driving operating profit, passenger and customer service targets; regular 1 to 1 and development sessions with staff; local sales growth; ensure anti-money laundering regulations and company compliance is being adhered to. During my time as Store Manager, profit had increased by 12% year on year and Net Promoter Score had increased 5 points to 93%. Secondment position as Subject Matter Expert for UK CRM Project in Head Office, working with a small team of Business Analysts and SMEs assisting with the development of a CRM system for retail stores; identifying potential issues and bugs within the system and providing solutions; end to end testing; providing content for training and Standard Operating Procedures; training the new system in stores around the territory. Also completed Store Standards and PCI DSS visits within my region. Began career with Thomas Cook as Customer Service Manager managing a team of 14 sales consultants in a store with over £6 million turnover, responsible for developing and training the team with individual coaching & observations and team training sessions; manage revenue by making decisions on discounting and controlling store spending; implementing the company values when resolving customer issues; assist customers with travel and foreign exchange enquiries; complete the daily diary for the store to ensure all relevant documents have been received and balances have been paid; contact customers to request late payments; monitoring audit requirements to ensure the team are compliant; assist with recruitment from filtering of CVs through to face to face interviews, including selection; plan and deliver Local Sales Growth events to grow the business including charity events, in-house campaigns and third party supplier events; manage sickness and personal records. Show less