Clare Woolner Email & Phone Number

Innsbruck, Tyrol, Austria

Ellmau, Tyrol, Austria

a 100% German-speaking role handling customer enquiries and complaints by phone and email.

Austria / Finland & Norway

Promoted to lead consistently changing operations across multiple resorts and countries, delivering within challenging, deadline pressurised situations. Managed teams up to 30 to exceed sales, service KPI’s and overcome operational roadblocks to minimise customer disruption. Led and instilled initiatives to plan and deliver exemplary customer service, resolve problems and conflicts in a calm, positive manner. Set up resorts for first arrivals each season.*Led from the front to inspire, manage, motivate, develop and train direct / remote teams across different countries, building / motivating new teams from scratch for each season* Managed busy operations across Innsbruck and Salzburg airports, regularly handling disruption, flight diverts / delays for up to 2500 passengers, remaining focused through crisis to provide clear teamdirection and resolve numerous problems* Set up operations of 2 brand new Finland resorts in 2016, remotely driving in-resort service and overcoming roadblocks to ensure a smooth operations and guest experience* Led, managed and drove teams through operational change and ambiguous situations, providing clear communication and positive leadership to inspire and ensure excellenceDrove team of 23 to exceed service Summer 19 KPI’s with a significant YoY improvement* Devised sales strategies to deliver €1.19m in resort sales revenue in Winter 18* Delivered as “HR lead”, instilling HR policies, leading disciplinary / capability hearings and controlling robust talent management / succession planning for 80 staff* Handled numerous operational risks and change, keeping cool under pressure to handle 3000 displaced passengers through major logistical disruption* Coordinate, deliver and facilitate training courses to 100 staff from new starters to experienced managers to ensure teams hit the ground running at the beginning of season

Austria

Managed operations to deliver exceptional customer service and sales performance. Drove team to deliver against service and financial targets across Summer and Winter programmes. Identified efficiencies and implemented improvement processes, leading by example with an inspirational management style.• Analysed weekly business data and implemented process efficiencies to increase team performance• Managed and drove team to achieve 15% increase in Summer 16’ financial KPI performance • Instilled exemplary customer service strategies to increase customer NPS feedback• Regularly assessed, monitored and coached team; delegating and empowering to achieve strong performance and staff motivation within quick timescales• Inducted and trained new starters to quickly establish them within role and deliver excellence

Austria / Italy

Managed and led team to deliver exceptional performance and customer service. Managed HR, staff concerns, conduct and capability issues. Handled and managed operations to ensure the customer was in the heart of all decisions. Implemented process and service improvement initiatives, identified by Management as leading employee.

Austria

Barcelona & Menorca

Liverpool, United Kingdom

Deutsch C1

Bachelor Of Science - Bs, Biochemistry

A Levels, Biology, Chemistry, Geography, Spanish