Michelle Ongley

Results-driven sales account/relationship manager with a proven track record of delivering sales results through expert product training, Territory management and stakeholder engagement across large geographical territories. Strong leader of multi-site teams, highly organised & commercially focused with strong experience in coaching, performance management and executing sales strategies in demanding retail environments. Leads by example in high-performance environments, builds strong team relationships while maintaining high standards of accuracy and accountability.

Travel Engagement Manager - First Rate Exchange Services Ltd

(2024-05 - 2025-11)

• Led Regional engagement strategy across multiple branches to drive sales performance.
• Delivered coaching & training to improve product knowledge and revenue outcomes.
• Built strong Stakeholder relationships to support commercial objectives.
• Carried out bi-monthly visits to branches to assess operational performance, ensure compliance and provide on-site support to improve service delivery and sales performance.
• Analysed data to identify gaps in performance, help build capability enabling targeted interventions to improve outcomes.

Career Break

(2023-10 - 2024-05)

Business Analyst/Classroom Trainer - Post Office (NBIT)

(2023-03 - 2023-09)

contractor Role

• Analysed business requirements and translated them into effective training solutions, System defects & developed operational guides to be able to train Postmasters in Pilot branches.
• Improved user capability and operational consistency by completing testing of New IT System.
• Delivered classroom and virtual training to Senior Stakeholders to support system and process adoption.
• Supported Pilot branches with 'Go Live' date to be able to capture feedback on training content and delivery method to ensure the best training is provided for full roll-out.

Post Office Support Coordinator - WH Smith

(2020-02 - 2023-03)

• Promoted to Senior Post Office support co-ordinator managing a team of 6 Post Office support co-ordinators, ensuring efficient workflow allocation, consistent delivery standards and timely completion of operational goals.
• Reduced financial losses across multiple PO Regions by introducing and enforcing best pratice procedures, improving compliance to 100% and operational controls to within budget.
• Delivered coaching and Operational guidance to improve service and sales outcomes, ensuring multiple branches achieved Green scorecards.

Regional Sales Support & Development Manager - First Rate Exchange Services Ltd

(2005-03 - 2019-11)

• Delivered coaching and training across branch networks, improving product knowledge and driving sales performance.
• Effective Relationship management with Internal & External Stakeholders to ensure clear communication alignment and successful outcomes.
• Supported delivery of Key commercial initiatives contributing to sustained revenue growth.
• Collaborated within cross functional working group to deliver Click & Collect roll-out, leading with training peers and branches, ensuring successful adoption across the network.
• Performance management Strategies, included building quarterly sales plans, setting KPI Targets and regular performance reviews at Branch, Regional and National levels. Recognised as the best plans in the Sales team.
• Regular analysis of management information to review trends, gaps and opportunities to help drive performance, challenging behaviours.
• Identifying and developing a team of Travel product specialists across the region to champion Travel money through upskilling them using the Travel Academy learning platform.

Foreign Exchange Development manager - Lunn Poly Ltd/TUI

(2003-05 - 2005-02)

Shop Manager - Lunn Poly Ltd/TUI

(1990-09 - 2003-04)

Sales Consultant/Assistant Manager - Lunn Poly Ltd/TUI

(1989-07 - 1990-09)

Certificate of Travel Agency Competency (COTAC) - West Kent College

9 CSEs Grade 3 and above - English and Maths