I am currently working as a Mortgage Services Development Manager for William H Brown Estate Agents, which is part of the Sequence Group. I am fully authorised and qualified to give help mortgage and Protection advice. I am responsible for training, coaching and developing a team of Mortgage Consultants to meet their own individual targets and KPI's expected within the role.

Financial Adviser for Forester Life, specialising in savings and investments, protection and pensions.

I was employed by NatWest as a Senior Personal Banker at the Broomhill Sheffield Branch. This current role is a sales role, where my main responsibilities are seeing customers on a one to one appointment basis finding out all about their needs and goals before helping achieve their dreams with various products and services. In this position I have direct control over the service options and products that our customers use on a day to day basis and therefore have a significant influence over my branch meeting our customer service and customer outcomes targets. I have an excellent, extensive knowledge of all the products and services that we offer to our customers. To maintain a compliant and customer focussed sale I adhere to very strict rules and regulations that are part and parcel of working within a banking sales environment, and I implement regular changes and updates with relative ease as the banking industry updates and improves the way that we operate as a whole. In this role I work very closely with my team within the branch helping to coach and improve how we ultimately help our customers with their banking needs. I am relied upon to be a leader, as well as relying upon myself to be self-managed and I keep track of my performance closely to ensure that I continually overachieve in meeting my sales and service targets, as well as making sure my colleagues all meet their individual and collective objectives. I also work alongside a variety of colleagues within other areas of the business, such as Personal Mortgage Advisers, Protection Consultants and Private Banking Managers to generate new business to each of these areas while also having my customers and their families at the focus of everything I do. I am also a Designated Complaints Handler, which has provided me with new skills and resulted in positive feedback from my peers as well as customers.

In this role, I was employed by Capita Customer Management Ltd in one of their outsourcing contact centres, Capita Park in Rotherham, South Yorkshire. I was employed on their contract with EE Home Phone and Broadband in a customer service and billing role. I was required to take incoming calls from existing customers and colleagues across the business, and help with any queries they may have ranging from billing enquiries, moving services to a new property, and customer complaints. During this role I was required to maintain a professional approach in all circumstances. I was also required to posess excellent communication skills, and I utilised my outstanding customer service skills to deal with any situation that I encountered.

As Cabin Manager I am responsible for the service and safety standards of my team and have overall control of the safety and comfort of our passengers. I work closely with the pilots to ensure smooth running of the day and create an excellent communication level between all crew onboard the aircraft. I am responsible for the on-time performance of the days’ flights and ensuring that the sales targets are met through encouraging my crew to create extra sales and improving sales techniques. I am also responsible for providing crew members with positive and constructive feedback by writing personal assessments of their individual performances. In this position I have had to show my adaptability, professionalism and managerial skills to become a respected and successful Cabin Manager and Crew Member. I have displayed my excellent personal presentation standards and led by example in all aspects of my position to become a role-model and someone who less experienced crew can come to for advice, support and development.

As a Crew Member, my main responsibilities were to ensure the safety and security of the aircraft, the passengers and my colleagues. This included performing pre-flight safety briefings, equipment checks and security checks, and regular checks throughout the flight. In addition to this, I was required to offer an in-flight service to ensure the comfort of our customers. As a result of this I was required to possess excellent product knowledge and good sales techniques. As my career progressed within Thomas Cook, I was promoted to Assistant Cabin Manager where I also made responsible for the running of services and crew from the rear of the aircraft. In this role I was trusted to manage new and junior members of the Cabin Crew and to develop them into successful and experienced colleagues. I was also trusted to the responsibility of all HMRC and vital company paperwork, and the banking of all monies taken onboard was under my supervision. Throughout my time within the Thomas Cook group, I have shown professionalism, kept to very high company appearance standards, and showed that I am flexible enough to operate in managerial positions, and to change from early morning flights to deep night duties, as well as the differing time zones across the world. I had to display excellent customer service skills and as a result of this, I often received positive feedback from both colleagues and, more importantly, customers.

I was employed through the recruitment agency Office Angels to work at the Virgin Holidays Call Centre as part of the Resource Planning department. It was my responsibility to overlook the call centre, and ensure that the calls were being directed to the correct agents. I was often required to switch the sales agents' lines to be able to receive alternate calls, which in turn, would keep the number of lost calls down. I was left in charge of sending sales agents to product training when available, and authorising breaks. During the very busy winter months, I was also required to liaise with an outside company who were assisting with the volume of incoming calls, to ensure that they were being used to their full potential. The main aspect of the role was to ensure that the numbers of lost incoming calls were kept to a minimum, and I received the praise from the management for ensuring that an all time low lost call rate was achieved for the busiest time of the year. During my time in this employment, I worked very successfully as an individual and as part of a team, and I also improved my telephone skills and gained experience in a supervisory role.

I worked at Thomas Cook Airlines for seven years where I began as a Cabin Crew Member before progressing to a Senior Crew Member as Assistant Cabin Manager. I completed an intensive four week training course, learning al about safety, medical and customer service aspects of the job. I was originally trained on the Airbus A320 and was further trained onto the Airbus A321, A330, Boeing 757 and 767 aircraft which provided me with the added opportunity to experience long-haul destinations and different cultures of the world. As a Crew Member, my main responsibilities were to ensure the safety and security of the aircraft, the passengers and my colleagues. This included performing pre-flight safety briefings, equipment checks and security checks, and regular checks throughout the flight. In addition to this, I was required to offer an in-flight service to ensure the comfort of our customers. As a result of this I was required to possess excellent product knowledge and good sales techniques. As my career progressed within Thomas Cook, I was promoted to Assistant Cabin Manager where I also made responsible for the running of services and crew from the rear of the aircraft. In this role I was trusted to manage new and junior members of the Cabin Crew and to develop them into successful and experienced colleagues. I was also trusted to the responsibility of all HMRC and vital company paperwork, and the banking of all monies taken onboard was under my supervision. Throughout my time within the Thomas Cook group, I have shown professionalism, kept to very high company appearance standards, and showed that I am flexible enough to operate in managerial positions, and to change from early morning flights to deep night duties, as well as the differing time zones across the world. I had to display excellent customer service skills and as a result of this, I often received positive feedback from both colleagues and, more importantly, customers.

My main duties were the opening and closing of the store, including banking and paperwork, as well as the day to day sales to customers on the shop floor. I was often left in charge of the shop, supervising younger and less-experienced colleagues. I was responsible for helping customers with any queries regarding the products, performing sales, exchanges and returns through the computerised till systems, and I also assisted with changing the layout of the store to accommodate new designs and products, sale items and to improve customer awareness of the products available. This job provided me with a valuable opportunity to work in a supervisory role, in which, I excelled and felt very comfortable with the added responsibilities and pressures.