• Led a team of 55 in Saudi Arabia, managing all MDL Beast business operations for a large value client within TAG, ensuring SLA compliance, exceeding service expectations, and boosting revenue.• Analysed KPI and customer reports to drive operational improvements.• Creation of marketing strategies to incentivise internal departments and new clients to increase customer base through referrals. • Delivered end-to-end project management for travel and logistics.• Managed people operations including contracts, payroll, and pre-departure checks.• Demonstrated adaptable leadership as interim Operations Manager for the private travel team since March 2024.• Conducted client account management, using SAP analytics to present opportunities to senior stakeholders.• Negotiated hotel contracts, securing a large volume booking for the flagship Soundstorm event.• Collaborated with commercial and procurement teams to manage supplier agreements, managing preferred suppliers to enhance profit margins.

• Expanded team from 4 to 12, enhancing brand reputation and client base, generating multi-million dollar revenue and industry leading service scores for tours of up to 150 people.• Led project management for the TAG Go app, boosting service scores.• Coordinated Global Entry Event to onboard new clients, incentivising enquiring customers to commit during the event. • Assessed staff learning needs, created development plans, and briefed teams to meet training requirements.• Monitored CRM systems to follow up on leads, securing new business and growing existing accounts through referrals.• Designed and implemented processes to improve handovers, tour procedures, QC’s, and project delivery, increasing efficiency by 20%.• Established key relationships with stakeholders, ensuring seamless, high-quality service by communicating business and client needs to cross-functional teams.• Presented TAG benefits to senior business leaders and large audiences.• Promoted brand awareness and secured new clients by attending networking events.• Analysed competitor activity, compiling data to support operational updates.• Oversaw team delivery of SLA’s, reviewed client requests, and resolved issues for tours of 100+ people.• Conducted regular reviews with Senior Touring management to shape strategies and provide insights.• Managed VIP customer accounts, maintaining long-term relationships with high-profile individuals.• Created a positive work environment through open feedback and shared best practices.• Led recruitment and onboarding, holding well-being meetings to ensure engagement and development.• Promoted from Senior Tour Specialist to Tour Supervisor to Tour Operations Manager.• Managed 50% of Nashville office clients, supported colleagues in meeting their targets.• Mentored TAG academy staff, with one mentee now a supervisor in LA.

• Created tailored travel itineraries for Europe, Far East, Australasia, and round the world trips within the Sales & Customer Service team.• Negotiated and managed client budgets, ensuring needs were met and preferred suppliers used to boost revenue.• Increased repeat business by 40% through effective key account management and industry leading service delivery.• Collaborated with teams to efficiently address customer concerns.• Presented at meetings and hosted events to showcase company benefits and attract new clients.• Investigated and resolved customer queries, promoting sales through excellent service and adherence to regulatory compliance.• Trained and mentored new starters for quick integration and productivity.• Led meetings and represented the company at trade shows and events, including ATE Australia Perth and Hotel Road Shows like GP Associates and SLH.

• Managed end-to-end bookings, negotiating with hotels, direct clients, and global departments while handling customer communication.• Demonstrated strong multi-tasking skills to meet changing demands from internal and external stakeholders.• Increased sales revenue by reviewing industry data, supporting marketing changes, and building relationships with cruise operators and agents.• Traveled extensively throughout Europe for contracting, product development, and supplier liaison.• Experienced in copywriting, invoicing, and developing promotional marketing campaigns targeting the London audience to boost revenue.

Responsible for the dispatch and organisation of coach excursions, in addition to managing sales and marketing and customer service functions.• Gained “hands-on” experience in a customer-oriented working environment• Successfully organised itineraries for wholesale and direct clients• Acquired proven time, people and resource management skills• Utilised a positive response to pressure in an often fast-paced working environment