Lucy B. Email & Phone Number

Nuneaton, Warwickshire, United Kingdom

Responsible for ensuring the Voice of the Customer is live within the organisation with the aim to deliver brilliant customer focused services. Management of a team of 10 Customer Service professionals. Focusing on continuously improving commercial operations, sales lead management and quotations, customer feedback NPS (net promotor score) and developing the customer experience for HORIBA MIRA customers.

Nuneaton

Responsible for the strategic research, booking and co-ordination of all international exhibitions and events for MIRA Ltd. Working in the Marketing team to ensure MIRA Ltd, the brand, is promoted professionally, effectively and strategically. Ensuring communication is clear and smooth with both external and internal clients.

Working alongside multiple Project and Programme Managers to achieve timely deliverables in commercial and research engineering projects/programmes (including collaborative TSB and EC projects).

Development and strategic planning of projects from conception to completion. Liaising with different organisations, negotitiating contracts and services, projecting budget and cashflow. Marketing the events and designing public relations campaigns. Reporting on project outcomes to Board level representatives.

Loughborough University

Strategically managed a team of 9 in the Conference Sales office and reservations team to achieve management goals and continuously exceed revenue,profit and customer service targets. Applying best practice within the sales environment, including training, coaching and mentoring and installing a strong sales culture to deliver exceptional results.

Coventry, United Kingdom

Managed a team of 12 exceeding financial budget and target for year 2002-2003. Sole responsibility of the Conference Sales team including: sales conversion, customer service, recruitment, training, SOP manuals, credit control policies, key account development strategy, company CRM system. Direct report to General Manager and Board members.

Melton Mowbray, Leicestershire

Managing a team of 6 wedding and conference executives. Thinking ahead and planning for future strategy, and forecasting the business accordingly.Completing the budget process for the Meetings & Events department. Monitoring the business and ensuring customer service is to a high standard at all times. Monitoring competitor behaviour to ensure we remain the preferred venue choice. Growing the business by ensuring a proactive approach to our daily tasks; such as ensuring repeat business calls are made and using the Sales Team to assist in converting. Leading the team to increase conversion by ensuring business opportunities are never missed, and overcoming a difficult sale. Training of the team to strive to be the best, and ensuring our high standards are achieved every time. Conducting performance reviews and developing the team. Specialising in exclusive wedding and conferences with net values of over £15000 per event.

France

Worked as a Assistant Hotel Manager within 2 large hotels in France. Including the management of 25 - 40 employees. Managing all aspects of the ‘customer service experience’ within the hotel in order to anticipate and exceed customer expectations. Full overhead budget management, both hotels achieved a very profitable end of season budget.

London, United Kingdom

One of three successful applicants to embark on a 2 year extensive trainee Food and Beverage Management programme. Trained to the Claridges standard throughout 7 departments, culminating in the strategic and detailed planning and opening of the exclusive Claridges bar.

Asheville, North Carolina Area, Usa

Secured a Food and Beverage Internship programme within this 4 star resort in Asheville North Carolina. Working within the Accounts department, multiple restaurants, banqueting suites and bars.

Melton Mowbray, Leicestershire, England

Secured a short internship programme with this luxury health hydro working within the Front of House, Accounts, Housekeeping and Kitchen areas.

Ba (Hons), International Hospitality Management

Level 5, Department Manager/Operations Management, Distinction

Prince 2 Foundation And Practitioner, Project Management

Level 5, Diploma, Department Management, Distinction