Kate Pearson Email & Phone Number

Luton, United Kingdom

I am responsible for leading and empowering the 24/7 Customer Operations Team in response to all TUI UK&I customer incidents world wide in accordance to company procedures. As well as supporting the executives in their day to day role of managing customer queries, issues, incidents and solving on the spot where possible; I also most communicate and work closely with other key stakeholders e.g. Airline, Cruise, Ski, Contact Centers, Retail, Overseas teams and 3rd party airlines. Another vital part of my role is to regularly review processes used within the team to ensure there is a culture of continual improvement and efficient working. Overall my goal is striving to support customers and colleagues impacted whilst ensuring the customer is at the heart of our decision making and protecting the brand.

Luton, United Kingdom

As part of the Customer Care Team I was responsible for dealing with high profile incidents that can happen to either customers or colleagues across the world and in any part of the business from in destination, airline and cruise. Our aim is to empower teams to do what is right for the customer, whilst balancing the commercial needs of the business. Not only did we support our internal teams but also our customers directly when they have left destination to ensure they get the helping hand they needed to deal with traumatic events.

Spain

Using 14 years of company knowledge and experience to train and develop my team to provide a high level of service. This involves having a strong but fair character along with excellent communication skills. I always lead by example and encourage the team to feel responsible for their own success. I'm required to monitor the day to day operation of my areas, the cost implicated to the company and ensure targets that I set are met for both service and sales. I also like to keep my eye out for key opportunities to develop and progress any team members into further roles within the company.

Variety

A role that helped me develop into a management level with 7 years experience covering 3 different concepts within the company and 10 countries. My key responsibilities were to monitor results both from a sales and service perspective and provide training we're necessary. Also chosen to be part of a 4 man team from over 300 applicants to open a new destination for TUI Destination services in Iceland. I have covered a variety of concepts within TUI including our premiere product Sensatori where I worked closely with suppliers to open 3 of our resorts. I also have experience of looking after multiple amounts of units including 53 hotels and a team of reps at one time.

Variety

Responsible for the enjoyment and managing the expectations of our guests during the course of 7 years over 8 different countries. To monitor my own results in order to exceed targets and produce revenue for the company. To remain calm during difficult situations and be pro active in problem solving both with our guests and suppliers.