Experience

Caravan and Motorhome Club

• United Kingdom
• Travel Arrangements
• 300 - 400 Employee

• Contact Center Manager

  • Apr 2019 - Present



Travel Republic

• United Kingdom
• Travel Arrangements
• 100 - 200 Employee

• Head Of Customer Support

  • Aug 2017 - Mar 2019



TUI

• Germany
• Travel Arrangements
• 700 & Above Employee

• Employee Communications & Benefits Co-ordinator

  • Jun 2013 - Mar 2019

  Internal Communications Newsletter Events organiser Focus Groups Surveys

• PA

  • Mar 2011 - Dec 2017

  First line support for both SHG Multichannel Distribution Directer and MD Tui Ski. Event organisation.

• Operations Manager

  • Jan 2016 - Jul 2017

  Operations Manager • Oversee day to day management of the Operations team and drive continued improvement (for 7 different brands) • 2 direct reports with a full team of 20+ • Owner of incident management process and manual – Incident Controller (implement Business Continuity Plans if required) • Present team results and initiatives on a monthly basis to senior management team • Emergency on call cover for out of hours • Monitor foreign office advice for all featured… Show more Operations Manager • Oversee day to day management of the Operations team and drive continued improvement (for 7 different brands) • 2 direct reports with a full team of 20+ • Owner of incident management process and manual – Incident Controller (implement Business Continuity Plans if required) • Present team results and initiatives on a monthly basis to senior management team • Emergency on call cover for out of hours • Monitor foreign office advice for all featured destination and provide updates accordingly • Resource Planning • Own Incident Management Plan • Responsible for keeping CIT & BAT (Critical incident and Booking assistance teams) trained and in place • Cover Customer Relations department in absence of CR Manager • Attend meetings on behalf of Head of Customer Delivery when required

• Ticketing, BSP, Despatch & Admin Manager

  • Jun 2007 - Mar 2011

  Management of the teams for Ticketing, BSP, Despatch and Admin teams. Responsible for achieving KPI's across the departments including £300k annual stationery budget & £500k staff budget. Accountable for migration of six new brands into the existing departments. Management of Outsourcing company.

• Integration Manager (6 month project)

  • Apr 2008 - Sep 2008

  Established & managed team responsible for integrating new brands into the businees Developed system requirements and training programme Key interface between company and existing suppliers Responsible for migration of staff into existing teams across the division

• Customer Service Team Manager (Short Term)

  • Apr 2007 - Jun 2007

  Employed to increase the team, improve service levels and output and to migrate into existing call centre. Reviewing/streamlining customer service processes Increased percentage of calls answered Reduced average handling time of calls Performance management of the team Transition of the team (FTE 20) into the existing Travel Centre.



Barclaycard

• United Kingdom
• Financial Services
• 700 & Above Employee

• Customer Service Team Manager

  • Aug 2006 - Mar 2007

  Effective management of team of 12 FTE Ensuring processes and procedures complied with FSA guidelines Increased sales targets by 10% Responsible for staff training, coaching, performance reviews and appraisals Effective management of team of 12 FTE Ensuring processes and procedures complied with FSA guidelines Increased sales targets by 10% Responsible for staff training, coaching, performance reviews and appraisals



First Choice Independent Travel

• Service Manager

  • Aug 2005 - Apr 2006

  Accountable for departmental KPI's realting to call handling, sales and customer satisfaction Identify key business objectives, recommending and evaluating areas of improvement following through to implementation Responsible for resolving customer queries and complaints within agreed guidelines and timescales Providing a robust development and appraisal programme for the team

• Scheduled Ticketing Manager

  • Sep 2004 - Aug 2005

  Effective management and development of the team (including supervisors) Ensuring all scheduled tickets were issued in accordance with regulatory standards Responsible for review of procedures and departmental efficiencies, resulting in a reduction of errors and losses by 5% Assisting and advising on integration of other group businesses

• Customer Services Team Manager (maternity cover)

  • Feb 2004 - Sep 2004

  Complete review of department processes and procedures Performance management & development of existing team Recruitment Increased output and efficiency of the team and reduced abandoned calls by over 50% Built relationships with Retail shops



Virgin Holidays

• United Kingdom
• Travel Arrangements
• 400 - 500 Employee

• Various - see below

  • Apr 1996 - Nov 2001

  Virgin Star Trains Call Centre Manager Set up new product based in Brighton for Virgin Holidays When Virgin Star Trains ceased trading, all staff migrated into existing Virgin Holidays Team. Virgin Holidays Telesales Manager - Training Developed training strategy for the call centre Set up quality control, coaching and monitoring plan for the call centre Arranged all supplier training Led educational visits Reservations Services Manager Reponsible for 5 key… Show more Virgin Star Trains Call Centre Manager Set up new product based in Brighton for Virgin Holidays When Virgin Star Trains ceased trading, all staff migrated into existing Virgin Holidays Team. Virgin Holidays Telesales Manager - Training Developed training strategy for the call centre Set up quality control, coaching and monitoring plan for the call centre Arranged all supplier training Led educational visits Reservations Services Manager Reponsible for 5 key departments - Key Accounts, Revenue Management, Accommodation management, Cancellations/Refunds and Group Sales Accountable for budget and resources for all key departments Effective management of supplier relationships Show less Virgin Star Trains Call Centre Manager Set up new product based in Brighton for Virgin Holidays When Virgin Star Trains ceased trading, all staff migrated into existing Virgin Holidays Team. Virgin Holidays Telesales Manager - Training Developed training strategy for the call centre Set up quality control, coaching and monitoring plan for the call centre Arranged all supplier training Led educational visits Reservations Services Manager Reponsible for 5 key… Show more Virgin Star Trains Call Centre Manager Set up new product based in Brighton for Virgin Holidays When Virgin Star Trains ceased trading, all staff migrated into existing Virgin Holidays Team. Virgin Holidays Telesales Manager - Training Developed training strategy for the call centre Set up quality control, coaching and monitoring plan for the call centre Arranged all supplier training Led educational visits Reservations Services Manager Reponsible for 5 key departments - Key Accounts, Revenue Management, Accommodation management, Cancellations/Refunds and Group Sales Accountable for budget and resources for all key departments Effective management of supplier relationships Show less



Virgin Atlantic

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

• Various see below

  • Oct 1984 - Apr 1996

  Joined the business in a revenue accounting role. Moved into Reservations, promoted to Team Leader, Supervisor and Assistant Manager. Set up of Upper Class department (and managed that area before promotion to Assistant Manager of the call centre 200+ staff) Assisted with the implementation of Performance Related pay Scheme for the airline Joined the business in a revenue accounting role. Moved into Reservations, promoted to Team Leader, Supervisor and Assistant Manager. Set up of Upper Class department (and managed that area before promotion to Assistant Manager of the call centre 200+ staff) Assisted with the implementation of Performance Related pay Scheme for the airline