Lesley Oreilly Email & Phone Number

Plymouth, England, United Kingdom

Plymouth, England, United Kingdom

Plymouth, England, United Kingdom

Main duties involved selling holidays to customers in store and via the call centre. Dealing with customer enquiries and helping customers experiencing complications with their bookings, which required flexible client handling skills tapered to the personality you were dealing with. Resolving complaints and conflicts to the satisfaction of the customer whilst staying within company mandated policies and regulations. Invoicing of orders and arrangement of the reimbursement of funds where warranted, all of which I had to complete within company guidelines. I dealt with a large volume of customer accounts held on a central database thus had to ensure that my approach was both methodical and accurate as I was dealing in most cases with customer’s finances and special occasions, so the data held had to be correct. I complied with all Health and Safety practices and ensured that the Health and Safety of my colleagues was not compromised. During the recent COVID pandemic I supported my colleagues and customers by voluntarily returning from the furlough scheme at the request of my company. I did this to ensure I could help with customer concerns/issues wherever I could. This involved a large amount of remote engagement via call centres and the chasing of orders where customers were having difficulties in receiving the appropriate information and advice on the actions required to resolve their issues. This was achieved with a reduced staff framework working as team to come together and collectively to help as many people as we could in difficult and rapidly evolving circumstances to the best of our abilities. This was achieved by use of the Avaya Call Management System replacing face to face interactions and consultations.