Lucie J.

Experience

• 

  Netley Hall Estates

  Apr 2015 - Apr 2016

  Personal Assistant, Receptionist & Events Coordinator

  Personal assistant to Estate Owner, alongside performing receptionist and administrative duties to oversee the running of the estate, holiday homes and wedding business

• 

  Salop Leisure Ltd.

  Apr 2016 - May 2017

  Customer Service Administrator

  Responsible for servicing and maintaining the relationships of holiday park directors and owners. Providing exceptional aftersale care and support to a portfolio of clients, consisting of static holiday home customers

• 

  FarmRight Ltd

  Jul 2017 - Dec 2017

  Dairy Farm Assistant

  During an anticipated year of working overseas in New Zealand, I discovered the amazing and physical role of farming and calf rearing. Responsible for a range of farming duties, from calf-rearing, spraying, milking cows, drenching calves alongside general farm-hand work

• 

  World Challenge

  May 2018 - Aug 2024

  • Received, triaged and managed the most severe incidents in the Operations Centre • Oversaw continuous recruitment, development and running of global Support & Operations Team• Facilitated training to global employees, ensuring all were equipped to triage incidents in Operations Centre• Lead a team of school relationship managers through a restructure and role shift• Built team to maintain excellent client relationships, whilst managed and serviced own portfolio of clients• Acted as senior escalation point for all serious complaints and service issues• Delivered continuous training that equipped self and team to deliver in-person and online school meetings and programs Show less Managing the Support & Operations Team through company-wide change and restructure. Driving the merging of our UK-based and Australia-based Customer Support Teams and embedding the Operational role into the Customer Support role.Responsible for recruiting, training and leading Australian and UK team members to deliver exceptional customer and operational service to a wide-range of customer groups, as well as managing a personal portfolio of clients.Leading process reviews and implementing new standard operating procedures to adapt to our customers' requirements due to the impact of the pandemic on the travel industry.Running regular personal development reviews for team members and leading them in their objective setting. Volunteering for role of mental and wellbeing champion in the workplace, as well as seeking to implement strategies to improve employee morale and workplace engagement. Show less

  • Customer Operations Manager

    Apr 2023 - Aug 2024

  • Support Manager

    May 2018 - Apr 2023

  • Senior Customer Support Coordinator

    Jun 2018 - Sept 2019

  • Support Coordinator

    May 2018 - Jun 2019