Melanie Else Email & Phone Number

Deliver excellent administrative support for new and existing fundraising supporters of the Stroke Association. Acting as the first point of contact for donation and event enquiries and income processing, building and maintaining relationships that will benefit Stroke Association for the long-term.Responding to all inbound enquiries in a prompt, efficient and helpful manner and within agreed service levels. Providing information, support and feedback as required and delivering world class supporter careProcessing all outbound administrative activities, such as letters/email responses/ in a prompt, efficient and personable manner and within agreed timescales and service levelsActively maintaining and developing own performance and contributing to the performance of the Supporter Care team to meet and exceed agreed targets and service levelsAccurately processing all aspects of financial income processing of supporter donations (inputting, recording, amending, receipting, GiftAid) within the agreed timescales and service levels and in accordance with defined policiesAccurately inputting and managing supporter data as directed and working closely with the Database Team to ensure any inconsistencies are properly amendedTaking ownership, recording and responding to all complaints efficiently and effectively seeing them through to a successful resolution.Conducting outbound communications by telephone and email to increase awareness, donations and engagement with the Association

Ownership of the customer lifecycle from initial customer enquiry through to post-sale support. Typically involving:o Responding to inbound querieso Providing initial information and guidanceo Following through enquiries to the booking stageo Creating a bespoke package for the customer including researching and booking all aspects of their experience. This typically includes flights, ferries, hotels, transfers, rail and race-day tickets in accordance to the customer’s requirements.o Dealing with any post-sale enquiries and complaints. o After sales administration such as producing confirmation invoices.o Processing payments and accounting for all received customer payments at the end of each day.

I held various customer service and sales roles during my time at Page and Moy, the key aspects of which are listed below:o Producing client itineraries based on customer requirements. o Liaising with excursion providers and internal departments to negotiate rates.o Responsible for the operational running of tours to Spain.o Delivering a consistently high standard of customer service.o Working to service call monitoring targets.o Upselling other company products and services.o Following up on feedback from clients and tour managers in order to improve future tours.o Liaising with to local agents to arrange transfers and airport assistance.

Bachelor'S Degree, Travel And Tourism Management, 2:1

Advanced Vocational Certificate Of Education Double Award: Ab, Travel And Tourism