Global Business Travel Associate at American Express (AMEX) (2024-12 – Present)
- Advise and arrange solutions for business customers.
- Use various Global Distribution Systems like CCA and Bankr
- Communicate effectively with customers over the telephone and e-mail.
- Act as a trusted consultant by using your expertise to proactively provide advice and additional services to clients to meet their needs while adhering to their company's travel policy.
- Work individually and as a team to meet business goals, which may include customer satisfaction, call adherence and service metrics
Support Analyst at The Travel Agent Next Door (2024-07 – 2024-12)
- Support and guide home-based travel agents—whether they're new to the industry or seasoned pros—by answering their day-to-day questions.
- Coach and mentor agents to help them grow their businesses.
- Assist with invoicing and reservations entry through ClientLinq.
- Troubleshoot issues across departments to ensure our agents have a seamless experience.
- Conduct monthly check-in calls with agents, providing and documenting valuable feedback.
- Develop training materials and host webinars to keep our agents up to date.
General Manager at Browns Social House Restaurant (2024-06 – 2024-07)
- Strong leadership and management abilities, with the capacity to motivate and inspire a diverse team.
- Excellent communication skills, both verbal and written, to effectively interact with staff, customers, and vendors.
- Exceptional customer service skills, with the ability to handle customer complaints and resolve issues in a professional and timely manner.
- Solid problem-solving skills, with the ability to think quickly and make sound decisions under pressure.
- Proficient in using restaurant management software, POS systems, and other relevant computer applications.
- Strong organisational skills, with the ability to multitask, prioritise tasks, and meet deadlines.
- Attention to detail to ensure accuracy in financial reporting, inventory management, and food quality control.
- Ability to work flexible hours, including weekends and holidays, and adapt to changing schedules and demands.
- Knowledge of food safety regulations and best practices in the restaurant industry.
- Ability to work effectively in a fast-paced, high-pressure environment while maintaining a positive attitude
Customer Experience Manager at Sunwing Travel Group (2022 – 2024-07)
- Implement and action new processes and procedures for the Sales Support team (specifically the Customer Support, Special Services Departments, Staff Travel, Deviations and Promotions).
- Creating a better platform for the department to ease navigation and improve work efficiency and effectiveness.
- Experience working with Zendesk.
- Project planning and management
- Conduct meetings with sub departments to create and develop new systems for improvement.
- Implement new methods to create efficiency within the Sales centre to optimize work and minimize the call volume for issues and have more calls for bookings.
- Handle multiple departments such as Customer Support, Deviations, Staff Travel, Promotions and Special Services.
- Hiring new candidates that fits the role
Supervisor, Sales and Call Centre at Sunwing Travel Group (2019 – 2022)
- Managing and improving agent's efficiency and productivity
- Handling emails and support department issues and finding solutions to solve them.
- Implement strategies to maximize daily sales and closing ratio
- Teach and educate existing as well as new hires the process and company aspects to better themselves
- Implementing policies and strategic plans to maximize my teams performs
- Monitoring productivity and adherence of agents daily
- Measuring economic impacts and analysis on sales.
- Acting as a workforce supportive as a PRIME supervisor by monitoring adherence of agents
- Hiring new candidates
- Assisted Workforce as an Intra day helper (2019)
- Assisted Training as a New Hire Expert in (2019)
- Chat Agent (Agent of the new pilot in order to develop income and economical stability)
- Sales Centre agent (Reservations, changes and cancellations)
Training Sales Centre at Sunwing Travel Group (2019-05 – 2019-08)
- Assisting in the training and development of of the new hire groups in the Sales center
- Making decisions on the most suitable candidates.
- Monitoring Quality and helping new hires improve mistakes.
- Building reports for performance and attendance.
- Teaching policies and procedures.
Call Center Agent at Sunwing Travel Group (2018 – 2019-04)
