Kay Walsh Email & Phone Number

Durham, United Kingdom

Newcastle Upon Tyne, United Kingdom

Work together with clients to deliver solutions and services that change lives for the better. Make change happen and lead people in financial difficulty to a debt free future.

Newcastle Upon Tyne, United Kingdom

Matched call interactions to CSAT results and customer service issues to identify root causes trends, opportunities and gaps then provided results to leaders to help improve CSAT Top 1 box results from 68% to 71%. In depth knowledge of NICE call recording systemExperience of Medallia Customer Satisfaction toolLead live meetings and conference calls within EMEA and also with US & CanadaCreated and implemented effective reporting to monitor progress of targets

Newcastle Upon Tyne, United Kingdom

Investigated customer complaints, using excellent verbal and written communication skills to achieve an agreeable solution for all parties while adhering to SLA and recouping monies from suppliers where possible. Remained positive while the company transitioned through a Global Joint Venture embracing any changes that came with this.Extensive use of Travel Force to record all cases for auditing purposesVolunteered to assist the US when the number of cases dramatically increased due to the queue system not being able to manage the increased number of tickets to be reissued during bad weather. This enabled the regular team to get back within the SLA and the customer to receive their refunds quicker.

Newcastle Upon Tyne, United Kingdom

SME on the Great Call ExperienceAnalysed agents calls across all UK centres to ensure all globally aligned and improved quality from 85% to over 90%Made recommendations to leaders and suggested training for agents to improve qualityCreated and successfully implemented training and mentor guide for new analystsCreated and managed weekly and monthly reporting to show leaders that targets were on track and being achieved Volunteered to assist with email reservations when the number of calls increased to ensure they remained within the SLA

Newcastle Upon Tyne, United Kingdom

Working on a dedicated account dealing with travel bookers and travellers offering the best available airfares according to company policy, along with accommodation, car hire, passports and visas as well as other ancillary services to ensure trouble free travel.Trained new agents on this dedicated account to ensure adherence to their travel policyHelped to create and regularly update the teams policy guideSME and main contact for National car hire. Trained team and the travel managers when National introduced their online booking toolUpdated all traveller profiles to reflect the correct management information in order that the travel manager could successfully use this data to improve cost savingsCreated and implemented a training guide for continental rail which was rolled out to the centre.Nominated as a Pacesetter by leaders for my continuous support to my peers and the account travel manager for my contribution to the MI project.

Newcastle Upon Tyne, United Kingdom

The original teletext holiday companyTook inbound calls successfully selling package holidays and ancillary services accurately matching the customers needs in a highly competitive market.Also specialised in longhaul and cruise holidays

Newcastle Upon Tyne

Customer facing and telephone sales to travel agents and general public.Reserved flight calculated fares reissued tickets sold ancillary services

Consett

Helped develop the client base in this new franchise using my retail and business travel experience.Trained and mentored new starters. Ensured the window offers were up to date and relevant. completed all administration tasks and banking also handled any customer complaints. Successfully ran the office in the managers absence.

Bec National In Travel And Tourism, Business Studies And Travel

Gce O Level

Activities and Societies: 6 grade A - C including English Language and Mathematics