Experience

Mazaru

• United Kingdom
• Business Consulting and Services
• 1 - 100 Employee

• Service Lead

  • Feb 2023 - Present

  Responsible for managing client and voice artist relationships working collaboratively in a fast moving, always evolving agency environment. Service Delivery: I am responsible for ensuring that the service is delivered efficiently, effectively, and in accordance with Mazaru standards and customer expectations. Problem Resolution: When issues or challenges arise, I take the lead role in resolving them. This may involve troubleshooting technical problems, addressing customer complaints, or implementing process improvements to enhance service delivery. Customer Relations: Maintaining positive relationships with customers is crucial. This involves understanding customer needs, addressing their concerns, and finding ways to enhance customer satisfaction. Process Improvement: Continuously evaluating and improving service processes is an important aspect of my role. This can involve identifying inefficiencies, suggesting and implementing improvements, and staying up-to-date with industry best practices. Reporting and Analysis: Responsible for preparing reports on service performance, analysing data to identify trends, and presenting findings to management. MS Office Suite, MS Teams and CRM systems. Show less



Your Doctor Film & Media Start Up

• Windsor, England, United Kingdom

• Head of Front Desk Operations

  • Sep 2021 - Nov 2022

  As a start up I identified the need for clear structure and expectations. I oversaw the design, delivery and execution of the framework for all customer interaction and assignments. Team Management: Responsible for leading and supervising teams. This involved hiring, training, and coaching employees to deliver exceptional service. Customer Satisfaction: Monitored customer interactions and feedback to ensure high levels of satisfaction. Addressing any complaints or issues promptly and professionally. Process Improvement: Identified areas for improvement in customer service procedures, workflows, and policies. Implementing strategies to enhance efficiency and effectiveness. Performance Metrics: Setting and tracking performance metrics for my team to ensure they meet or exceed key performance indicators (KPIs) and company goals. Training and Development: Organising ongoing training sessions for my team to keep them up-to-date on product knowledge, communication skills, and customer service best practices. Collaboration: Coordinating with other departments such as Sales, Operations, and Product Development to align customer service efforts with overall company objectives. Technology and Tools: Leveraging customer service software and tools to streamline processes and improve customer interactions. Crisis Management: Dealing with escalated issues or crises that require immediate attention and resolution. Continuous Improvement: Staying up-to-date with industry trends and customer expectations to continually enhance the customer service experience. MS Office Suite, MS Teams and CRM systems. Show less



British Airways

• United Kingdom
• Airlines and Aviation
• 700 & Above Employee

• Inflight Customer Service Manager

  • Jan 2004 - Aug 2020

  In my role as Customer Service Manager I was recognised in the top 10% of performers based on Customer Voice scores . My primary role was to ensure the smooth and safe operation of flights by coordinating the efforts of the cabin crew members. Cabin Crew Supervision: Responsible for training and supervising cabin crew members. This included conducting regular performance evaluations, providing feedback, and implementing disciplinary measures if necessary. Safety and Security: Ensuring the safety and security of passengers and crew members was paramount. As the Customer Service Manager, I would need to ensure that the cabin crew were well-trained in emergency procedures, first aid, and security protocols. Regulatory Compliance: Staying up-to-date with aviation regulations and ensuring that cabin crew adhered to all safety and security standards set forth by aviation authorities. I played a crucial role in providing excellent customer service to passengers. As a manager, I would set customer service standards, monitor service quality, and address any customer complaints or issues. Conflict Resolution: Handling any conflicts or issues that may arise among the cabin crew members and facilitating resolution in a professional manner. Crew Communication: Facilitating effective communication among the cabin crew team, as well as between the cabin crew and other departments within the airline or aviation company. Emergency Response: In the event of an emergency or unexpected situation during a flight, I would be responsible for directing the cabin crew's response and ensuring the safety and well-being of all passengers and crew. Continuous Improvement: Identifying areas for improvement in cabin crew operations, training, and customer service and implementing strategies to enhance overall performance. Performance Monitoring: Monitoring key performance indicators (KPIs) related to cabin crew performance. Show less



Sussex Police

• United Kingdom
• Law Enforcement
• 700 & Above Employee

• Emergency Call Handler

  • Feb 2002 - Dec 2003

  As an emergency call handler, my role was critical in handling incoming emergency calls and dispatching the appropriate help or resources to those in need. Receiving emergency calls: Answering incoming emergency calls promptly and professionally. Assessing the situation: Remaining calm and composed while gathering essential information from the caller, such as the nature of the emergency, the location, and any injuries or hazards present. Prioritizing calls: Determining the urgency and severity of each situation to prioritize response times and allocate appropriate resources accordingly. Dispatching emergency services: Contacting and coordinating with the relevant emergency services, such as police, fire department, ambulance, or other appropriate agencies. Providing instructions and support: Offering pre-arrival instructions to callers for immediate actions that can be taken to assist the situation, such as administering first aid or finding a safe place to wait for help. Monitoring ongoing situations: Staying on the line with callers when necessary, providing reassurance, and gathering updated information until help arrives. Utilising emergency protocols: Following established procedures and protocols to ensure efficient and effective handling of emergencies. Recording accurate information: Documenting all relevant details of each call, including caller information, the incident, actions taken, and the response provided. Managing multiple calls: Handling multiple emergencies simultaneously and effectively managing the workload during busy periods. Handling distressed callers: Dealing with callers who may be upset, panicked, or difficult to understand with empathy and patience. Working with dispatch teams: Collaborating with emergency responders and field personnel to ensure a coordinated response to each emergency. Maintaining composure under pressure: Remaining composed and focused during high-stress situations. Show less



British Airways

• United Kingdom
• Airlines and Aviation
• 700 & Above Employee

• Operations Executive

  • Oct 1999 - Jan 2002

  Tour Planning and Coordination: Collaborating with the tour planning team to design and develop travel packages, itineraries, and tour options. Ensuring that the logistics and arrangements are well-organised and meet the needs of the target customers. Supplier Management: Negotiating and establishing contracts with hotels, transportation providers, local guides, and other suppliers. Maintaining positive relationships with these partners to secure favourable terms and conditions. Quality Assurance: Overseeing the quality of services provided to clients during their tours. Conducting periodic inspections of accommodations, transportation, and tour guides to maintain high standards. Resource Allocation: Allocating resources effectively to various tours, taking into consideration factors such as client demands, budget constraints, and seasonal variations. Logistics Management: Coordinating transportation arrangements for clients, both in terms of international travel and on-ground transportation during the tour. Risk Management: Identifying potential risks and developing contingency plans for emergencies, such as natural disasters, political instability, or medical issues affecting customers during their trips. Show less