David Brown

Experience

• 

  Aviva plc

  Aug 2006 - Jul 2007

  Claims Advisor

  • Telephone based customer service role.• Answered queries regarding life insurance claims.• Liaised with GP surgeries and Consultants to ensure that medical documentation was returned quickly.• Liaised with financial professionals and legal professionals to ensure documentation was returned quickly.• Updated clients on the status of their claims.

• 

  Mitrefinch Ltd

  Oct 2007 - Jul 2008

  1st Line Analyst

  • Telephone based customer service role.• Resolved queries in line with product knowledge.• Escalated more difficult queries to the relevant analyst.• Closed calls and followed up on queries to ensure customer satisfaction.

• 

  Continuum Attractions

  Jan 2009 - now

  • Responsible for managing and administrating the booking, stock, membership and CRM systems for eight visitor attractions across seven separate, bespoke systems.• Provide allocation of tours, events, tickets and pricing for all attractions.• Provide support for my colleagues using the systems across the business by telephone, email and support desk, resolving issues quickly and communicating the details between departments and support partners as necessary.• Train staff in system usage, inducting new staff and introducing system features and system related business requirements to colleagues across the group.• Support colleagues in the Marketing, Finance, Human Resources and Reservations Departments to utilise system features by trouble shooting and resolving issues.• Manage payment gateway accounts to ensure efficient business administration.• Ensure that tills and payment devices are managed, maintained and serviced.• Work to strategically maximise the opportunity for greater efficiency and profitability across the group and adapt to varied and constant business demands.• Transferred data from our old booking system during the migration in 2020/21 and set up and configured the current system during this time.• Awarded “Support Star of the Year” at the Attraction of the Year awards, 2022. Show less • Ensured that reservations staff were trained to a high standard in operating the booking, stock and membership systems, which ensured departmental efficiency, reliability and profitability.• Responsible for ensuring that the systems were correctly ordered to provide the sites with accurate reservations, stock, and membership function. Also responsible for analysing the systems’ operational functionality and finding more efficient and profitable ways of using them.• Provided roadmaps and assisted in POS installations. Managed the POS hardware and software, from installation and throughout the lifetime of the units, trouble shooting and providing support to ensure continual operation at the sites.• Administrated the online payment gateways, providing solutions to customer issues and complaints, and assisting the Development manager in ordering, organising, and maintaining our payment gateway accounts.• First point of call for all staff for the purposes of resolving booking, stock and membership system related issues, administering these requests from initial presentation to final solution.• Worked as an agent in the reservations department, ensuring excellent customer service. Show less • Processed booking requests for the group reservations department and provided excellent customer service by telephone, email and fax.• Assisted and supported sites to enable them to deliver enjoyable experiences and maximise profit by administrating the booking and stock systems.• Communicated with booking software support staff to solve technical problems.• Made sales calls, promoted products, and kept regular communications with customers.• Kept accurate customer records and helped to ensure that data was available for use in targeting business opportunities.• Used Microsoft Office programs to maintain professional looking documents and administrate to the department. Show less

  • Group Systems Support Officer

    Jan 2018 - now

  • Group Sales & Systems Executive

    Sept 2016 - Jan 2018

  • Reservations Assistant

    Jan 2009 - Sept 2016