Whilst continuing my responsibilities for supporting and managing high spending Corporate Accounts, I am also responsible for Company Reporting. This involves analysing data, and creating and maintaining Reports, based on Client’s specific needs and requirements.I use logic and create formulas within Excel to help highlight key data and information of importance to Clients. I am also an expert in creating, implementing and manipulating Pivot Tables and Graphs.I currently manage and support a portfolio of 35 Managed Accounts, which continues to grow. I have grown my Reporting experience to such an extent that I am the main key contact within my Team for Excel and Reporting support and requirements. I support both internal and external Stakeholders at all levels with Excel and Reporting queries.

I am responsible for managing and supporting high spending Corporate Accounts day to day. I am responsible for retaining Business, making and amending bookings. I also assist in cancelling bookings, and dealing with Guest queries and challenges, making the process simple and streamlined for my Corporate Accounts.I am also responsible for making Group bookings. I support my Accounts at many different levels. One of my duties include managing and supporting our Business Account card Guests with a wide variety of queries. This can involve retrieving copy Invoices, or querying charges at different levels.I support with User queries and any technical difficulties with the Business Booking Tool. This is from identifying the initial issue, to resolving ideally on the telephone or over e-mail, or escalating it to the correct channels, and keeping the Customer informed at all stages. I deal with various stakeholders both internally and externally, and dealing with different levels within the Business.I also proactively seek to resolve any on-going issues - using my own initiative to find the solution to technical problems. I also support internal Account Managers with a wide variety of tasks on a daily basis. This can be through the Accounts that I support for them, or through ad hoc tasks and Accounts that they may be struggling with.

Day to day, I was mainly responsible for supporting Team Members within our Customer Contact Centre. I had to keep my knowledge sharp and up to date, in order to answer any questions my Team had. I also ensured that we were hitting our target Answer Rate of over 95%. I actioned this within my control, by making sure we had enough Operators to cover calls as per our expected Call Forecasts. If we were over forecast and our Operators are struggling, I would ring Team Members who were due in later on in the day to ask them to come in early to help ease call volumes.I would also ask various members from other Departments, particularly our Groups Desk, to assist with call volumes, whilst not impacting their answer rate. If we were over forecast later on in the day, I would also ask Team Members who are finishing to stay behind to help with call volumes. I also look at the Call Forecasting Report for future dates, and utilise the overtime spreadsheet, to ensure that any future dates where we were over forecast were covered.I would also introduce competitions during busy times to help encourage and motivate Team Members to continue performing at their best.I was also responsible for handling any Guest queries or escalations, and support where Team Members would struggle. I would ensure my Team provided a great service, by remote listening to Team Members, and complete side by side Coaching and monitoring.I helped train and develop Agents. The Agents are continuing to flourish, regularly winning competitions, and is achieving all of their set stats. Some of them did initially have some confidence issues, however I did some Side By Side Coaching with them to help her. I liaised with their Team Managers after completing the training, informing them of my findings. I also made sure I followed up on Team Members.I would attend regular Team Meetings, to keep my knowledge up to date, and to distribute relevant and important information to Team Members.

I was responsible for looking at occupancy levels in my assigned area. I ensured that occupancy levels were high, and that the correct prices were applied. I reviewed, and where appropriate, annual events and how they affected my Hotels, to ensure that I was taking the correct course of action with regards to prices.Ensured I kept my knowledge of all areas up to date, in case I needed to cover other Team Members' areas. I am utilised various Reports, as well as Booking.com, to ensure we were not being too aggressive, or outselling our competitors. I also reviewed what the Business last year consisted of (whether high occupancy was due to Premier Offers, etc.), to help me make better pricing decisions. I utilised various web sites, such as Ticketmaster and see-tickets, to keep track of current/upcoming events, and also any new announced events.I consistently demonstrated improving Forecast Accuracy Year On Year. Period 1 had increased from 53% to 54%, Period 2 had increased from 43% to 63%, Period 3 increased from 47% to 58%, Period 4 had increased from 49% to 64%, Period 5 had increased from 50% to 68%, and Period 6 had increased from 51% to 65%.I was also involved in strategic Consulting, including business plan & sales strategy development.