Sophie Leclercq
Visitor Experience Manager at Pitzhanger Manor & Gallery- Claim this Profile
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Moyen anglais (1100-1500) -
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Anglais Full professional proficiency
Topline Score
Bio
Experience
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Pitzhanger Manor & Gallery
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United Kingdom
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Museums, Historical Sites, and Zoos
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1 - 100 Employee
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Visitor Experience Manager
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Jun 2023 - Present
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The View from The Shard
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United Kingdom
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Travel Arrangements
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1 - 100 Employee
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Duty Manager
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Jun 2022 - Jun 2023
As Assistant Guest Experience Manager, I managed the day-to-day running of the attraction, whilst ensuring our guests enjoyed a premium quality guest focused service. I supported the Sales Function by maximising income generation activities, lead our Front of House Team, and motivated our staff to deliver an engaging service of excellence. As Assistant Guest Experience Manager, I managed the day-to-day running of the attraction, whilst ensuring our guests enjoyed a premium quality guest focused service. I supported the Sales Function by maximising income generation activities, lead our Front of House Team, and motivated our staff to deliver an engaging service of excellence.
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The Royal Household
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United Kingdom
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Museums, Historical Sites, and Zoos
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300 - 400 Employee
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Assistant Team Manager
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May 2017 - Jun 2022
• Within 18 months I was promoted to Assistant Visitor Services Manager. • Lead and manage a team to ensure the delivery of exceptional visitor experiences, which includes special events, guest visits, and tours. • Coordinate the daily operation of Windsor Castle, including a calendar of Royal Events. • Line manage 15 permanent front-line staff for whom I am responsible for ongoing performance management and review. • Conduct HR related tasks, including absence management, staff welfare, recruitment selection and induction trainings, planning, and delivery of daily briefings. • Developed a site-specific history project that creates user friendly files containing detailed information about Windsor Castle and its history for the front-line team to use. Then went on to make this available digitally across the internal virtual platform used by The Royal Collection Trust. • Created and delivered staff induction trainings. • Support castle safety through Redline Security Assessments, Trainings, and Action Logs. Show less
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CIBTvisas Benelux
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Leisure, Travel & Tourism
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1 - 100 Employee
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E-Visa Consultant
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Feb 2017 - May 2017
• Provided expert phone and email support to assist customers in completing application forms for visas, passports, and immigration status request forms. • Handled all aspects of document processing for customers, from enquiry to completion, and their timely delivery. • Delivered accurate information for confidential documentation prior to its processing. • Sent invoices internationally to customers using billing software handling in over 8 different currencies. • Provided expert phone and email support to assist customers in completing application forms for visas, passports, and immigration status request forms. • Handled all aspects of document processing for customers, from enquiry to completion, and their timely delivery. • Delivered accurate information for confidential documentation prior to its processing. • Sent invoices internationally to customers using billing software handling in over 8 different currencies.
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SYKES
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United States
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Outsourcing and Offshoring Consulting
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700 & Above Employee
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French speaking customer service advisor
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Mar 2016 - Jan 2017
• Represented over 50 large international companies, including Bayer and Diageo, and had a large American client base. • Offered expert support to corporate cardholders via phone and emails. • Worked to strict deadlines and timescales liaising between both clients and specialised admin support teams. • Represented over 50 large international companies, including Bayer and Diageo, and had a large American client base. • Offered expert support to corporate cardholders via phone and emails. • Worked to strict deadlines and timescales liaising between both clients and specialised admin support teams.
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Frac Bretagne
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France
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Government Administration
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1 - 100 Employee
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Responsable équipe accueil
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Sep 2012 - Dec 2015
• Supervised a team of 6 across both the Ticket Office and Shop. • Had joint responsibility for increasing the shop offering resulting in a 30% sales increase. • Successfully elected a member of the Board of Directors. • Oversaw the yearly budget allocation and the new purchases of Art Works. • Recruited, trained, and supervised new team members. - Gestion de la billetterie et de la librairie-boutique - accueil des visiteurs - Accueil du public en salle - Prise en charge de groupe lors de visites commentées - accueil téléphonique au standard - coordination de l’équipe d’accueil - prise en charge de la sécurité du public - traduction en anglais des documents de communication Show less
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Centre Pompidou
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France
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Museums, Historical Sites, and Zoos
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500 - 600 Employee
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Agent d'accueil et de médiation
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Jun 2012 - Aug 2012
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Brittany Ferries
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Maritime Transportation
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700 & Above Employee
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Saisonnière
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May 2009 - Sep 2011
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Education
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Université Rennes II - Haute-Bretagne
Master, histoire et critique des arts -
University of Cambridge
P.E.T, Preliminary English Test