Jo Miller Email & Phone Number

Richmond, Gb

Richmond, Gb

• Managed a portfolio of 250 Centurion Card Members, serving as the main point of contact for all account and membership enquiries.• Drove productivity, sales and customer engagement within Travel & Lifestyle department.• Analysed data to understand individual card member needs and wants, built rapport with less engaged high value card members and grew business across entire portfolio. • Maintained momentum of daily proactivity to ensure the membership was consistently energised via quality prepared outbound calls, personally tailored to individual needs and well written follow up emails.• Probed to discuss future travel plans and guided, with experience, to ensure the delivery of high-quality travel arrangements and drove the sale through to the end point.• Worked as a team to create meaningful and relevant proactive emails, highlighting value and savings, specifically for Centurion members. • Collaborated with premium suppliers to create mailings with travel offers, to be shared with the travel teams.• Maintained relationships with premium product suppliers including Mandarin Oriental Hotels via numerous meetings and networking opportunities.• Handled difficult calls from members relating to negative experiences within Centurion and other departments.• Supported the sales team with any questions related to travel products and utilised knowledge to grow confidence in the less experienced team members.• Collaborated with Operations team to support projects that required sensitive handling, such as Know Your Customer, an annual compliance project.

• Consistently recognised as one of the highest performers in the team, winning the Pace Setter’s award both in 2016 and 2020.• Awarded the opportunity to represent the UK market at the 2018 FH&R networking forum in San Antonio.• Managed one of the most demanding portfolios in the department comprised of the highest spend clients, executing large requests, with no complaints or TID’s during tenure.• Provided extensive support to colleagues in the form of portfolio cover, prioritising key requests and maintaining a high quality of service under pressure.• Leveraged experience to help foster a safe and supportive team environment, undertaking the NCFE Level 2 certification in Awareness of Mental Health. Provided peer support and encouragement to colleagues and new starters during periods of difficulty.• Conveyed complex booking and travel information to clients clearly and concisely, helping minimise financial losses.• Organised virtual team socials during the lockdown period as part of the Connect team, responsible for sourcing and marketing events, arranging prizes and boosting team morale.