Sharon Hayes Email & Phone Number

Worsley, Manchester

Working in a busy call centre environment taking Inbound calls. Working on the Enquiries Team handling queries via telephone, E-mail, fax and by post. Queries range from cylinder queries, credit control, payment queries, and account structures. I have taken on the responsibility of managing the Quality Time and the Saturday Working Rota and have also had the responsibility of managing the Team Rota.Problem solving, raising credits, invoices and cheque refunds are part of my role. Offering alternative products are all part of the daily work schedule. Working towards and achieving targets are part of the job.Also part of the role is liaising with different departments’ dependant on the type of query.I have taken the role of Peer Coach within the Enquiries Team which entails helping, supporting and guidance of both new team members and older team members in procedures of which they are unsure. Part of the role is deliver training sessions on either a one 2 one basis or in a classroom environment.Placing orders, dealing with queries from customers, arranging emergency deliveries and contacting drivers to check what time a customer could expect their delivery was also part of my Inbound Sales role.

Overseas

I had the responsibility of preparing & delivering the resort induction for all staff, setting the climate for the forthcoming season. I managed a team of staff including Hotel Reps, Childrens’ Club Leaders & Ad-hoc staff. I continually assessed them on transfers to & from the airport, welcome meetings, hotel visits & paperwork skills. I would feedback on their performance, agreeing and implementing action plans and identifying areas for development by coaching and training. I had to performance manage my Team in a formal disciplinary environment.Part of my role was to control the airport, organising cover in both the departure and arrival hall, making sure that transport was provided for all customers. I have successfully handled numerous delays of over 8 hours, liaising with suppliers in order for our customers to be made more comfortable whilst waiting for their flight.Ensuring that income and expenditure targets are met was a major part of my role. I did this by finding niches in the market and targeting customers' needs and then implementing new excursions. I was responsible for overseeing and completing all financial paperwork and working with different currencies and converting exchange rates. As well as monitoring income and expenditure, I had to oversee our In Resort Compensation policy and ensure that targets were met. Through my team I made sure that IRC was used effectively. I was responsible for reporting and managing stock.In order to be successful in my role I had to ensure that I had a good working relationship with all suppliers both internal and external, e.g. setting action plans for hoteliers whose hotels did not meet the mandatory requirements of Health and Safety regulations. I have had to produce reports for the Regional Manager and the UK, these have to be on time and to specification. I have been actively involved in high-pressure situations and had to remain calm, controlled and professional at all times e.g. Izmir coach crash

Overseas

Whilst working as an HSE my duties involved meeting customers at the airport and ensuring that they were transferred to their accommodation safely and as quickly as possible, and then at the end of their holiday making the return transfer with them to the airport.I gained sales experience whilst delivering Welcome Meetings and also identifying customers wants and needs when talking to them on a one to one basis. As an HSE I needed to have a good all round knowledge of the area that I was working so I could pass this knowledge and information onto the customers.A good rapport with suppliers is essential in order to resolve any problems that may have occurred throughout the customer's holiday. Customer Service was a major part of my role by being helpful and caring I gained my customers trust and confidence. If customers had any problems I was responsible for solving them and using IRC effectively when necessary.As an HSE I had to complete various aspects of paperwork including reporting on Health and Safety issues and liquidation, which always had to be in on time and to specification.

Education record

Education record