Dawn Rawlings Email & Phone Number

Gateshead, Gb

Gateshead, Gb

Newcastle Upon Tyne, England, United Kingdom

My role as Office Manager involves leading the customer support team to ensure prompt resolution of client enquiries and managing booking administration. The role was a new one within the company allowing me to improve effectiveness and streamline procedures as well as developing HR for the business.Key responsibilities- Manage and oversee daily administration operations, including planning and coordinating with other teams and the processing of all bookings- Responding to client and supplier enquiries via phone and email, ensuring the provision of excellent customer service- Continual reviewal and improvement of pre departure information for clients- Oversee development and maintenance of office manuals and digital filing systems- Planning and coordination of IT issues, office maintenance and repairs- Manage the implementation and control of HR functions inclusive of recruitment, appraisals, annual leave, and discipline procedures- Oversee the establishment and implementation of office policies and the identification and enforcement of standards and procedures relating to health and safety- Facilitate the booking of internal travel arrangements, the coordination of corporate functions and staff entertainmentKey achievements- Spearheaded the successful integration of two departments to develop a new customer support team- Developed new ticketing documentation, improving positive customer feedback by 27%

As well as managing and mentoring a small and tight knit team, I developed a new system of sales incentives and KPIs and oversaw the integration of a new CRM and booking system. The winter season under my management saw a 13% growth in bookings and an expansion in staff on the team. Daily tasks include collating and reporting sales figures and reports, managing a budget, providing administrative support to my team, and overseeing our CRM system.

Northumberland

This was a highly demanding role which required exceptional sales skills alongside managing varying workloads and tight deadlines in addition to liaising with other departments within the business and maintaining contact with overseas suppliers. I consistently exceeded sales targets, booking a diverse range of international, corporate, and educational groups as well as arranging bespoke luxury trips for individuals.

Newcastle Upon Tyne, United Kingdom

The Retreat was a ‘Real Working Environment’ within the college and acts as a working beauty salon for the students which is open to members of the public. Within my job role I ran the reception desk which involved organising and managing appointments, dealing with a variety of enquiries and requests, booking parties and catering and producing marketing to advertise the salon. The role involved daily cash handling, handling a high volume of telephone calls, and supervising and assessing students on the reception. I trained new members of staff and worked as part of small team to ensure the smooth running of The Retreat as both a vocational training institute and a profitable business.

My role involved the management of group bookings to the castle, which comprised consulting with both group leaders and site staff to ensure that groups’ visits were an enjoyable experience. I administrated all booking details and managed correspondence for this in addition to acting as the first point of contact for all phone calls and emails.I was also given the duty of supervising and coordinating several weddings independently, taking full responsibility for their organisation and their smooth running on the day.