Deborah Matthews

Experience

• 

  Co-op Travel

  Jun 1997 - May 2006

  Assistant Manager/ sales agent/ modern apprentice

  Sept 05 – May 06: Co-operative Travel, Lord Street, Liverpool Assistant Branch Manager Support branch manager role and responsible for the day to day operation of the branch. Develop and motivate team to achieve targets on both sales and foreign exchange products. Role model for team, by exceeding own individual sales targets Handle complaints on behalf of customers Accounting and administration within the office to be completed to deadline July 04 – Sept 05: Co-operative Travel, Maghull, Liverpool Acting Branch Manager Maternity cover for one of the regions busiest and highly successful branches. Developed team to achieve sales targets, gross profit and bottom line contributions, by effective coaching and monitoring of individual performance. Plan and prepare weekly training session Develop niche markets such as cruise, ski and premium longhaul bookings Sought opportunities to develop the business within the local community and local market share. June 97 – July 04: Co-operative Travel, Albert Rd, Widnes Modern Apprentice/ Sales Consultant/ Assistant Branch Manager Started my career in travel as a modern apprentice, completing NVQ level 2 in customer service. Made permanent in 1998 whilst still completing my 2nd yr as modern apprentice and NVQ level 3 due to exceptionally high volume of sales. Achieved monthly and yearly targets for sales and extras and gained experience of destinations. In 2000 I achieve sales person of the year for highest sales in the north west region Promoted to Assistance manager in 2001 supporting the branch manager role, developed my own management skills as well as the selling skills of other team members. 2001 achieve 2nd sales person of the year in North West region. Show less

• 

  Avios - Leaders in Travel Rewards

  May 2006 - Jun 2017

  Sales/ Customer Service Team Manager

  May 06 – Jun 17: Avios Travel Rewards – Pacific House, Birchwood Boulevard, Warrington Sales and Customer Service Team manager Meet and exceed team goals and KPI’s. Continually maintain excellent communication within the team to ensure that they excel in their role. Manage and coach 14 agents on their role and product knowledge and motivate them to achieve and exceed their potential through 121’s and training sessions. Demonstrates a strong customer service ethos and instil this in others. Drive sales results through excellent customer service. When required take inbound calls from customers and provide outstanding customer journey for both Avios UK/South Africa and British Airways Executive Club.Create and run the Team Manager rota to ensure full floor cover at all times to support agents.In 2008 I was nominated CCMA Awards Team Manager of the Year and was short-listed as one of the top 20 team managers in the UK. Show less

• 

  Carrier Luxury Holidays

  Jun 2017 - now

  Leading the two specialist B2B reservation teams as well as encompassing wider business projects and initiatives to drive the business forward, together with other senior managers.My responsibilities:- Accountable for the overall performance of the teams including sales and service delivery- Continuously review the current service levels and make recommendations for elevating further- Have a deep knowledge of HNW clients/affluent travelers and educate the teams on how to engage and develop relationships with this audience- Have a wide understanding of ‘luxury’ and ensure the teams practices and behaviors are aligned with the evolving nature of this market and industry- Implement initiatives that bring to life the uniqueness of our brand in everything the teams do- Establish a framework across the beach and touring teams, that ensures consistency in delivery and brand elevation- Coach and mentor the assistant managers to progress into competent leadership roles at Carrier- Lead and inspire the team, motivating them to achieve and excel in their business targets and personal goals. - Create a culture of service excellence, professionalism and empowerment- Actively manage the development of the team, creating training programs and personal growth plans against timely but realistic targets- Maintain and leverage effective working relationships with all other departments; work flexibly to support them as demand dictates- Develop deep agent relationships ensuring the team looks beyond their travel arrangements to understand and anticipate their needs – providing a service that is unbeatable in the luxury space- Enhance my personal knowledge of luxury travel and service by attending conferences, supplier and trade events to develop mutually beneficial relationships Show less

  • Senior Reservations & Service Manager

    Jun 2023 - now

  • Reservations Manager Beach Team - Europe Inc Luxury Ski, Caribbean, Mexico, Indian Ocean & Arabia

    Jun 2017 - now