Experience

Directline Holidays

• United Kingdom
• Travel Arrangements
• 1 - 100 Employee

• Operations Executive - Customer Services

  • Sep 2012 - Present

  Directline Holidays 2008 - to dateAn independently owned online travel agency selling tour operator retail packages and tailor made dynamic packages to consumers Operations Executive Sep 2011 - to datePromoted and now reporting to the Head of Sales & Operations, responsibilities include: • Actioning programme changes, informing customers in a sympathetic and efficient manner• Negotiating with suppliers, hotels, airlines to secure best deal for DLH company and our customers• Protecting margins when effecting programme changes whilst adhering to strict industry standards and guidelines• Mitigating losses to DLH by effective management of programme changes• Generating extra revenue by switch selling• Managing escalated problems when customers had issues whilst on holiday• Deputising for Head of Sales & Ops when required• Liaising with Legal Department at ABTA in the event of an escalated dispute• Chasing and taking outstanding payments to ensure documents released in timely manner prior to customers departure date• Champion employee issues and concerns as Department representative on Staff Forum Show less

• Senior Sales Consultant

  • Jun 2008 - Sep 2012

  Senior Sales Agent Jun 2008 – Sep 2011Reporting to a Team Manager, responsibilities include: • Answering calls and selling tailor made and retail packages• Liaising with customers via live chat• Achieving and exceeding stringent personal targets and good conversion from calls to bookings• Increasing incremental revenue by up-selling ancillary product



Wallace Arnold Worldchoice

• croydon area, united kingdom

• Reservations Consultant

  • Jun 2005 - May 2008

  Wallace Arnold Worldchoice June 2005 –May 2008 Independent travel agent shops with in house reservations call centre and interactive website. May 2007 –May 2008 Trainee Travel Agent – shop floor, Reporting to shop manager. Duties included: • Booking retail packages • Booking National express journeys • Making sure shop was always clean, tidy and presentable Jun 2005 – May 2007 Reservations consultant Reporting to Reservations Manager, responsibilities included, • Answering calls from customers regarding making new coach holiday bookings or answering queries on existing bookings • Sending out, filing and loading invoices • Taking payments for customers holiday balances • Sending tickets • Uploading new content onto website • Keeping website prices and availability up to date • Answering customer emails and calls for availability Show less