Susan Cunningham Email and Phone Number

Leadership and Management Responsibilities: • Ownership of department, incl. leadership and management of client services team’s work ensuring the highest levels of client service delivery, as well as budgets, contracts, and policies• Appraisal and development of individuals within the team in line withindividual and firm strategic objectives• Development of annual plan, including budget, and monitoring and reportingon plan’s progress within required timescales • Appraisal of budgetary control processes, evaluation of performance against budgets, and forecasting future costs to ensure firm remains cost- effective • Procurement of suppliers, products, services, stakeholder management • Creation and adoption of practical solutions to firm’s needs • Liaison with audit staff on team’s service provision and to gain feedback to guide on-going changes to team’s ways of working• Promotion and fostering of supportive, cohesive, and positive team dynamic • Recruitment and onboarding of new employees, including creation of induction plans, administering training sessions, and ongoing creation, maintenance, and improvement of training guides and processes • Ensure team’s skills are up to date and that internal training is provided as requiredMember of the Change Committee -group formed in order to discuss proposed projects for change -to ensure and recommend defined objectives, risk mitigation, and resource requirements for the best chance of success.

Leadership and Management Responsibilities:• Lead the execution of the company's high customer service standards.• Independently take responsibility for a rapidly growing team with the ability to work flexibly with little direction.• Lead the implementation/evolution of the company's technology, constantly developing ways to optimise its functions both for my team and our corporate partners. • Complete root cause analyses of major service incidents and identify areas in need of improvement. • Examine staff performance and reward excellent work.• Foster cohesion within my team, and between us and the reservations team. • Recruit and onboard new staff. Create training materials.• Be an outstanding communicator in written and spoken formats, happy to work in person and remotely.• Hands-on mentality and adaptive approach to meet the needs of the business.• Provide management support to other departments. Customer Service Responsibilities:• Passion for achieving and sustaining the highest standards of experience for our clients and guests.• Build relationships with our providers through daily interaction and discussing ways of improving the way we operate together.• Deal with major in-house service issues, complaints, and escalations. Work in conjunction with our providers, corporate clients, and guests to resolve problems swiftly and efficiently. Negotiate compensation and arrange the execution of the process in collaboration with our reservation manager.• Oversee, and be involved in, the creation of leases, provide arrival and departure instructions, handle pre-arrival requests, acquire and review apartment inspections, answer in-house queries, action maintenance items, and handle feedback.• handle VIP guests.

Role Responsibilities:• Nurture client leads, build rapport with clients, give expert advice, construct client profiles and create tailor-made itineraries.• Consistently exceed sales targets.• Cultivate and sustain excellent relationships with ground agents, hotel managers and product executives.• Provide excellent customer service.• Deal with in-country client issues in an efficient and empathetic manner.• Deal with client complaints and identify suitable solutions.• Support and guide junior members of the team. • Identify trends in client needs to aid product team in the improvement and enhancement of client experiences. Skills Involved:• Being an accomplished communicator.• Expert knowledge of my countries of specialism.• Constantly working to deadlines and targets.• Excellent organisation and attention to detail for dealing with a large and varied workload.• Identifying trends in client needs and liasing with our product manager on how to enhance our product in accordance.• Proficiency in Journey Desk and Galileo systems.

Role Responsibilities:• Create lesson plans based on a set structure to maximise time and optimise learning.• Prepare student tests and reports.• Present sample classes to China’s Ministry of Education and Shengda staff.• Host Chinese New Year show for almost 1000 students and parents.Skills Involved:• Ability to command a classroom and maintain discipline.• Resourcefulness in creating new materials and activities for lessons as well as utilising multimedia smartboards.• Sensitivity when dealing with parents.

Role Responsibilities: • Train professional adult learners and university students in advanced level and business English. • Prepare students for meetings and interviews, to market products, and write reports.• Host a social club for students to build confidence and enrich their learning experience in an easy-going and informal manner. Skills Involved:• Knowledge of business English.• Ability to facilitate discussions and debates.

Role Responsibilities:• Knowledge of home and motor insurance policies.• Excellent customer service.• Complaint handling.Skills Involved: • Handle quotation queries with clients over the phone and calculate premiums.• Process household claims in conjunction with loss adjustors and clients from first notification to settlement.

Role responsibilities:• Handle all incoming post, take all incoming calls, process company invoices and cheques, set up customer claims, issue weekly excel reports on product sales. Skills Involved: • Excellent customer service as the first port-of-call for client queries.• Time management and organisational skills in rapidly and efficiently dealing with client queries, all incoming mail, and claims.