Operations and Client Relations Manager at Welland Wheels Limited (2023-06 – Present)
- Manage incoming calls, quotations and sales enquiries, converting a high proportion of enquiries into confirmed bookings.
- Provide day-to-day customer service by phone, email, WhatsApp and text, seeing queries through from first contact to resolution.
- Organise UK and overseas tours, including crossings, driver accommodation and journey requirements.
- Process customer and supplier invoices, take payments and follow up outstanding balances where required.
- Enter bookings onto the iCabbi system and allocate work to drivers.
- Prepare income and expenditure information to assist the accountant with quarterly VAT returns.
- Liaise with drivers throughout the day to keep journeys running smoothly and respond quickly when plans change.
- Handle complaints and operational issues calmly and professionally, reporting to senior managers and directors.
- Manage toll charges, crossings and related fines, and keep aware of competitor activity.
Inbound Reservations Manager at National Vehicle Hire UK (2019-07 – 2023-06)
- Managed a busy daily workload of reservations, customer enquiries, supplier communication and administration.
- Liaised with external suppliers nationwide to source vehicles, confirm availability, arrange delivery and resolve issues.
- Supported customers by phone and email from initial enquiry through to completion, including complaints, payments and refunds.
- Processed PCN fines and customer invoices accurately.
- Helped recruit new suppliers to support growing hire demand and maintain nationwide coverage.
- Provided cover on the Nexus on Demand system for sister company Imperial Vehicle Hire and assisted with missing vehicle retrieval.
- Worked closely with the sister company on rentals, transfers and collections, keeping communication clear and timely.
- Reported regularly to senior managers and directors.
Field Sales Representative at Total Produce Foodservice (2018-10 – 2019-04)
- Managed national accounts, placed orders and issued invoices.
- Built relationships with customers by telephone and face to face, including regular meetings across the UK.
- Managed my own diary and travel schedule while keeping on top of sales activity and follow ups.
- Made cold calls to prospective customers and converted new opportunities into accounts.
- Worked to sales targets and kept managers updated through the online diary and regular reporting.
- Represented the company at trade shows, speaking with potential customers, answering questions and generating new business.
- Supported warehouse picking, packing and deliveries when extra help was needed.
Sales Development Manager at Nationwide Vehicle Hire (2013-01 – 2018-10)
- Recruited and trained sales staff and supported their ongoing development.
- Developed sales strategies, set targets and monitored team performance.
- Provided coaching and feedback to motivate the team and improve results.
- Compiled and analysed sales figures and reported performance to senior managers and directors.
- Handled incoming calls, quotations and sales enquiries alongside management responsibilities.
- Maintained strong relationships with customers and external sales organisations.
- Consistently exceeded a target of 10 bookings per day, regularly achieving 25–30 bookings per day during peak periods.
Waitress at The Devon Guild of Craftsmen (2013-09 – 2013-12)
- Provided friendly face to face service, took orders and recommended additional products.
- Handled payments, till work and banking of takings and receipts.
- Helped with food preparation, stock rotation and ordering while following food hygiene and health and safety requirements.
Sales Representative at Nationwide Vehicle Hire (2011-04 – 2013-09)
- Advised customers on vehicle options, prices and availability and worked consistently towards daily sales targets.
- Sourced vehicles through a nationwide supplier network and arranged quotations and deliveries.
- Adapted service to individual customer requirements and maintained professional communication throughout each booking.
Manageress at Phone Zone (2010-09 – 2011-04)
- Managed the day to day running of a new retail store, including opening and closing, staffing and customer service.
- Recruited staff, maintained stock records, merchandising and store presentation.
- Developed promotions and marketing ideas, managed budgets and expenditure and handled cash and banking.
- Ensured health and safety requirements were followed.
Waitress at The Old Rydon Inn (2009-02 – 2010-09)
- Provided friendly service across the bar and restaurant, including table service, food and drink orders and customer queries.
- Handled tills and end of shift cashing up and supported food preparation when needed.
- Helped maintain a clean and welcoming bar, restaurant and outdoor areas.
