Responsible for the effective handling of all incoming telephone calls and emails from individual clients and travel agents, in line with Air France - KLM Royal Dutch Airlines and Delta Airlines service standards and to sell all products to targets set by the market place.

Responsibility for the configuration of the Alcatel ACD (automatic call distribution) with the aim of achieving the most efficient and appropriate distribution of incoming calls. Also responsible for updating the statistical applications of the ESSC.

This role involves administering all the IT and Alcatel telephony equipment related to operation of the ESSC and to maintain a computer system or network. I am responsible for installing, supporting, and maintaining 300 end users PC’s and other IT activities, and planning for and responding to service outages and other problems.

This role combined database/Excel administration of internal call centre applications and the provision of ad hoc IT support to over 300+ end users within the call centre. It incorporated learning and gaining experience of PC system set-up, networking, troubleshooting and software, as well as improving and contributing to the development of internal applications.

Responsible for the effective handling of all incoming telephone calls from individual clients and travel agents, in line with Air France service standards and to sell AF products to targets set by the market place.

Responsible for the football data collection and input to be used on ITV's Champions League website