Experience

• 

  Going places travel

  Jan 1989 - Jan 1992

  Leisure travel consultant/foreign exchange assistant
• 

  Thomas cook group plc

  Jan 1992 - Jan 1996

  Leisure travel consultant
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  American express global business travel

  Jan 1996 - Sept 2020

  - Supported the corporate travel programme for a global creative communications group. - Handled the E2E processes while focusing on customer satisfaction and retention.- Liaised with the Global Account Director and Regional Travel Co-ordinators to ensure SOP’s and contracting obligations are adhered to.- Project managed where required: deployed online booking tool, new initiatives, and implemented new markets for services.- Created customer value by identifying needs and aligning engagement and objectives with internal teams to achieve the desired outcome.- Collaborated with colleagues globally to ensure teams are providing an efficient and accurate service.- Analysed customer satisfaction results, identified areas of improvement, and handled escalations. Show less - Managed, coached, and motivated team of up to 25 direct reports.- Accountable for team performance and development.- Carried out Performance Management Procedures.- Produced and analysed KPI reports for team performance reviews.- Reviewed and analysed customer survey results and followed up on verbatim, identified the root cause of any issues, and put in necessary actions- Recovered Service Delivery issues through collaboration and the execution of effective Action Plans.- Supervised recruitment and training; accountable for end-to-end process of sourcing, interviewing, and recruiting high calibre permanent and temporary candidates at various levels of seniority from administration staff to management. - Planned and implemented robust induction and training schedules for all new hires.- Represented Service Delivery at customer and supplier meetings, assisting Customer Account Managers with business plans.- Participated in leadership meetings, making effective decisions for the overall performance of 100+ staff.- Functioned as Crisis Management Site Co-ordinator to support domestic and global issues impacting employees, the business, and customers. - Carried out Managers Control Assessment audits to ensure teams adhere to financial responsibilities.- Provided support to the Operations Manager and performed additional responsibilities in their absence. Show less

  • Global Operations Manager

    Feb 2017 - Sept 2020

  • Team Leader

    Mar 1996 - May 2017

  • Team Leader

    Aug 2005 - May 2012

  • Travel Consultant/Lead Agent

    Jan 1996 - Jan 2005
• 

  American express global business travel meetings & events

  May 2012 - Feb 2017

  Team leader group air

  - Managed, coached and motivated a team of 28 direct reports providing effective coaching and development.- Reviewed and implemented end-to-end procedures and introduced efficiencies in work practices.- Delivered Group Air events for corporate customers of between 10-4000 delegates through effective resource planning and successful execution of customer service.- Prepared and executed a Scope of Work containing key information and contracting requirements for all events.- Collaborated with the UK Director, Business Development & Sales teams to maximise sales opportunities while attending customer meetings to promote the organisation’s service offerings.- Analysed Customer Satisfaction results and CVENT data input to ensure excellent results and accuracy.- Monitored turnover and revenue for all events.- Sourced, interviewed, and recruited high calibre staff, and retained candidates for future pipeline opportunities.- Functioned as the Preferred Supplier Ambassador; monitored preferred supplier spends and celebrated switch-sell opportunities.- Interfaced with counterparts and senior leaders globally for a streamlined process across all markets.- Supported UK Operations Manager undertaking additional responsibilities in their absence. Show less

• 

  Amazon uk services ltd.

  Oct 2020 - Jan 2021

  Sortation associate

  - Performed duties assigned at each shift in a warehouse setting.- Worked independently to achieve customer delivery deadlines in a fast-paced environment.- Supported team members to manage high workloads. - Adhered to strict Health and Safety regulations and COVID’19 requirements.

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  Serco

  Feb 2021 - Mar 2021

  Covid-19 tester
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  City of london corporation

  Mar 2021 - Jun 2021

  Business support officer
• 

  -stl-

  Jun 2021 - Sept 2022

  Operations manager

  - Leadership team representative- Liaison with sales, training team and customers to ensure robust, reliable training delivery and commercial priorities- Supplier negotiations and management- Office management duties including payroll, HR administration, Sales Support, payment reconciliations, stock control, debt recovery- Process and efficiency review and implementation-

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  Health counter ltd

  Nov 2022 - now

  Operations assistant manager