Anna England Email & Phone Number

Continued to work through a global pandemic. First repatriating clients, then predominantly obtaining and monitoring airline refunds through BSP, this became the focus of my role over the past two years. Tracking the out of offices calls and charges, re-booking client flights.Working closely with the Global Aviation Manager and Heads of Programme during operational incidents. Offering an advanced helpdesk including Round the World fares, Group bookings and complex fare calculations, whilst… Show more Continued to work through a global pandemic. First repatriating clients, then predominantly obtaining and monitoring airline refunds through BSP, this became the focus of my role over the past two years. Tracking the out of offices calls and charges, re-booking client flights.Working closely with the Global Aviation Manager and Heads of Programme during operational incidents. Offering an advanced helpdesk including Round the World fares, Group bookings and complex fare calculations, whilst always working to very tight deadlines. To empower our Country Specialists to deliver knowledgeable and accurate flight advice to our clients. Having a background in Business Travel enables me to offer empathic solutions and a greater understanding of client needs. Show less

Oxford, United Kingdom

Manning the ticketing helpdesk, prioritising, and then dealing with reissues, refunds, upgrades and all other associated ticketing work, ensuring all queries are dealt with correctly and within set time frames and avoiding ADMs . Quality checking new flight reservations as they appear on the Ticketing Queue, identifying any errors made at the time of booking. Issuing contracted fares using instant ticketing or manually building the ticket in the flight system, making sure all names and flights… Show more Manning the ticketing helpdesk, prioritising, and then dealing with reissues, refunds, upgrades and all other associated ticketing work, ensuring all queries are dealt with correctly and within set time frames and avoiding ADMs . Quality checking new flight reservations as they appear on the Ticketing Queue, identifying any errors made at the time of booking. Issuing contracted fares using instant ticketing or manually building the ticket in the flight system, making sure all names and flights are held accurately and that all fare rules have been met. Managing the airline queues, understanding the actions required and clearly communicating the message and implication to the Country Specialist in a timely manner meeting any deadlines set by the airlines. Identifying where cost savings can be made by more intelligent ticketing or using different contracts. Show less

Oxford, England, United Kingdom

Ensure all customer SLAs and KPIs were understood and met during implementation and the life of the contract. Manage the day-to-day operation of the Department, upholding all our policies /procedures whilst demonstrating company values. Conducting regular 1:1’s with team members, providing regular feedback and coaching on performance.

Oxford, England, United Kingdom

Acting as the primary contact for customers by handling all incoming service requests via the telephone and email. Booking flights, car hire, and hotels. Arranging chauffeur parking and visas where applicable. Ensuring the compliance to client and company policy as well as adhering to strict deadlines and service levels.This included working at the emergency assistance office at London Heathrow, dealing with urgent amendments.

Oxford, England, United Kingdom

Arranging leisure travel. Contributed to team success by exceeding personal and team sales goals. Provided an elevated customer experience to generate a loyal clientele over many years. Developed a reputation as an efficient service provider with high levels of accuracy. Ensured superior customer experience by addressing customer concerns, demonstrating empathy, and resolving problems.

Education record

City & Guilds London - GBTA Diploma in Supervisory Skills City & Guilds London - GBTA Diploma in Consultancy Skills

Btec National Diploma, Tourism And Travel Services Marketing Operations, Distinction

Gcse’S, All At C And Above