Responsible for running the Contact Centre of over 60 FTE servicing the Travel and Lifestyle (Concierge) requests from a global portfolio of super high net worth Cardmembers. In five years I have grown this operation from just a handful of staff into a large operation with an annual budget of over £3 million and have increased revenues many fold as well as driven significant improvements to our OSAT/CSAT and NPS. Working very closely with the most prestigious travel, lodging, concierge and hospitality suppliers across the globe and the implementation of constantly changing operational strategies my market has become synonymous with unsurpassed and unparalleled customer service to some of the world’s wealthiest individuals. During my tenure I was also asked to spend 3 months working in our Zurich office to support the Swiss Centurion market during a crisis in which I played an instrumental part in resolving.

Responsible for running the Contact Centre compromising over 60 FTE across six departments; Reservations, Admin, Groups, Customer Services, Xscape Store in Milton Keynes and Thomas Cook Direct Active to prospective customers seeking winter and summer active holidays. Within my 4 years tenure in this role I completely redesigned the whole frontline sales and servicing operation by implementing a ground-breaking strategy that focused different individual skills to the most appropriate direct and trade sales channels ensuring Neilson remained number one year in year out for customer service in the active holiday industry. In 2007 I also oversaw the merger of the Thomas Cook, Airtours and Panorama winter products sales operations into a single servicing entity operating out of our Brighton Marina head Office.

Responsible for running a call centre of 40 plus FTE across Sales, Admin and Customer Services functions. This was a low performing call centre when I originally took it over lacking many of the most basic processes for successful service and sales. Within 12 months of running it I had turned it around by using a simple strategy that merged the sales and admin departments into one high functioning sales and service department. To further increase our sales I implemented a brand new commission structure that incentivised staff to go above and beyond their previous achievements.

Responsible for the commercial pricing strategy behind the part miles/part cash option using net rates versus acceptable customer spend. As well as also being responsible for the lodging and car hire mark up, I was also part of the central marketing team responsible for the overall direct marketing strategy across the business.

Responsible for managing a front line sales team within the busy Crawley call centre. I was also responsible for helping to set up our second call centre in Warrington and oversaw much of the recruitment for staff and Team Managers. It was whilst in this role that I was given with the ‘Inspiring People Manager’ award as part of the company’s 10th Anniversary celebrations

Managers AssistantInvestments OfficerSmall Business AdvisorForeign Business Officer/Bureau De ChangeHead Cashier