Director - Gavin's Travel Limited
(2023-06)
- Established and grew travel business, developing strategic plans for sustainable growth and operational efficiency.
- Managed end-to-end operations including budget preparation, financial forecasting, and P&L oversight.
- Built and maintained partnerships with key suppliers and stakeholders to expand service offerings.
- Implemented technology solutions to streamline booking and customer management processes.
- Developed marketing strategies that increased brand visibility and customer acquisition.
- Created compliance frameworks and quality standards to minimise operational risk.
- Led, mentored, and evaluated team members, focusing on skills development and career progression.
Customer Service Sales Representative - Sky Global Solutions
(2021-05 - 2023-04)
- Retained customers considering cancellation by identifying needs and presenting tailored solutions.
- Achieved all monthly retention and sales targets consistently throughout tenure.
- Built rapport through engaging conversations to understand concerns and upsell additional products.
- Developed deep product knowledge to match customers with optimal packages.
Team Leader - Teleperformance, Gateshead - Gateshead
(2020-10 - 2021-05)
- Led a team of 16 representatives, managing attendance, scheduling, and performance.
- Monitored calls and delivered coaching to ensure quality standards were met.
- Resolved escalated complaints within SLA requirements.
- Conducted monthly one-to-ones focused on goal-setting and professional development.
Team Leader - Hinduja Global Solutions, London - London
(2019-08 - 2020-09)
- Supervised legal assistance operations, coordinating solicitor deployment for clients detained by police.
- Handled escalation calls and delivered appropriate resolutions.
- Conducted call audits and provided feedback to maintain quality standards.
- Managed duty solicitor rotas and ensured all email responses met SLA targets.
- Recognised as a consistent top performer.
Night Auditor / Front Office Reception - Hilton London Heathrow Terminal
(2018-12 - 2019-09)
- Audited daily charges, reconciled accounts, and prepared systems for the new business day.
- Managed guest check-in/check-out, payments, and complaint resolution.
- Selected to mentor and train new employees.
Senior Specialist, Customer Service - Ocwen Financial Corporation
(2008-05 - 2018-09)
- Progressed to team leadership role, managing performance reviews, call monitoring, and coaching.
- Contributed to 'New Einstein' project focused on customer experience, process improvement, and cost reduction — initiative adopted company-wide as the Service Obstacle System.
- Reduced loan delinquency ratios by providing customers with payment assistance solutions.
- Ensured service level agreements were consistently met.
- Served as backup trainer and provided cross-floor support.
- Recognised as a consistent top performer throughout tenure.
