Terri Sturman Email & Phone Number

Amsterdam, North Holland, Netherlands

Working with paid client pieces, I write features for clients, or edit their own articles and advertorials to match house style and industry best practices.

Amsterdam, North Holland, Netherlands

IamExpat run websites in the Netherlands, Germany and Switzerland aimed at English-speaking internationals living in those countries. My main role for the Lifestyle section is keeping the events pages full, accurate and up-to-date. This meant researching and finding new events to add to our calendar and refreshing the old ones every year.I have to source images from press offices or stock image sites, and ensure all photos are correctly credited. I also write longer articles to cover… Show more IamExpat run websites in the Netherlands, Germany and Switzerland aimed at English-speaking internationals living in those countries. My main role for the Lifestyle section is keeping the events pages full, accurate and up-to-date. This meant researching and finding new events to add to our calendar and refreshing the old ones every year.I have to source images from press offices or stock image sites, and ensure all photos are correctly credited. I also write longer articles to cover SEO gaps in the website, and ensure they are all SEO optimised. It involves a lot of creativity, but requires a discipline to keep to the brief and to be able to write enthusiastically and knowledgeably about events that I may not have attended. Show less

Amsterdam, North Holland, Netherlands

In this role I ensured the complete and accurate transfer of document and visa entry requirements from one system to another. The resulting progamme, Timatic, is used by airlines and passengers to ensure the correct documents are present to allow entry into countries.I had to read existing rules, check for inaccuracies and redesign them for the new system. It required forward planning and a keen eye for detail.

Amsterdam, North Holland, Netherlands

As Customer Service Officer at iChoosr, I managed a team of 24 customer service agents. I worked for the Solar Together brand, which organises domestic group buying schemes for solar panels across the UK. The customer service side of the job involved training, coaching and quality montoring the agents and dealing with the highest level complaints directly. As a manager, I had to work closely with the business teams and operations, ensuring systems and processes were always working… Show more As Customer Service Officer at iChoosr, I managed a team of 24 customer service agents. I worked for the Solar Together brand, which organises domestic group buying schemes for solar panels across the UK. The customer service side of the job involved training, coaching and quality montoring the agents and dealing with the highest level complaints directly. As a manager, I had to work closely with the business teams and operations, ensuring systems and processes were always working smoothly and keeping customers informed, and that we never lost sight of how best to help our customers.I worked with our solar panel installers, making sure they had the tools they needed to effectively communicate with customers and helping them write the most effective messaging to keep customers in the loop. Show less

Amsterdam Area, Netherlands

At Accerio I was primarily in charge of all data reporting for our clients. This entailed following deadlines, requesting raw data from our clients, modelling and analysing the data and then reporting the correct figures in the correct format in various portals around the globe. This involved having a very high attention to detail, being proficient in excel and data modelling, and working with large data sets. I also helped create new master data templates to improve the accuracy and… Show more At Accerio I was primarily in charge of all data reporting for our clients. This entailed following deadlines, requesting raw data from our clients, modelling and analysing the data and then reporting the correct figures in the correct format in various portals around the globe. This involved having a very high attention to detail, being proficient in excel and data modelling, and working with large data sets. I also helped create new master data templates to improve the accuracy and efficiency of our work.I also helped design and maintain the website (www.accerio.com), and published the quarterly newsletter, both to the website and via email to our subscribers. Show less

London, United Kingdom

Here I ran the membership department, keeping retention high and increasing recruitment. I developed new procedures, including a paper-free membership which has proved popular with members and reduced both costs and spent time for the charity. My last two direct-mail fundraisers, one for individuals and one for groups, were the most successful the charity had had, with over a 10% donation rate. While only there for 10 months, I increased the number of membership and donation transactions 400%… Show more Here I ran the membership department, keeping retention high and increasing recruitment. I developed new procedures, including a paper-free membership which has proved popular with members and reduced both costs and spent time for the charity. My last two direct-mail fundraisers, one for individuals and one for groups, were the most successful the charity had had, with over a 10% donation rate. While only there for 10 months, I increased the number of membership and donation transactions 400% from the previous 10 months.- Managed supporter relations for charity, recruiting new members and ensuring continuing support from existing members.- Wrote persuasive recruiting and informative copy for mass direct email and postal campaigns.- Implemented the first option for membership packs to be sent electronically, saving the charity money and adding convenience for many members.- Attended events to promote the charity face to face - First point of call for all inquiries to the charity.- Overhauled and redesigned members welcome pack.- Database use, including running SQL reports and entering accurate financial records.- Contacting members due for renewal to ensure a high retention rate. Show less

London, United Kingdom

- Managed all aspects of holiday bookings post initial sales, including checking the details were loaded into the system correctly and the hotels, trains, flights etc were booked correctly, or scheduled to be booked if not yet released.- Communicated with customers, making changes and additions as requested, and creating and sending out confirmation and final documents.- Requested customer feedback and dealt with all complaints and comments that came back, either independently or by… Show more - Managed all aspects of holiday bookings post initial sales, including checking the details were loaded into the system correctly and the hotels, trains, flights etc were booked correctly, or scheduled to be booked if not yet released.- Communicated with customers, making changes and additions as requested, and creating and sending out confirmation and final documents.- Requested customer feedback and dealt with all complaints and comments that came back, either independently or by liaising with our suppliers to ensure fair compensation was obtained.- Dealt with emergencies such as strikes and cancelled trains, contacting customers and rerouting or accommodating them as necessary and talking to train companies and airlines to get up to date information.- Managed a team of three, training all new staff and spot-checking that work was being carried out to a high standard, checking on their KPIs and allocating work evenly.- Proof-read and fact-checked all promotional materials, and wrote occasional copy for the website and brochure. - Checked and logged invoices from suppliers, and chased late payments from customers, as well as processing refunds and cancellations.- Used travel GDS Elgar to book travel elements, as well as company websites. Show less

London, United Kingdom

- Similar to above role, but to more challenging destinations- Post-sales checks- Document creation and dispatch- Customer service- Complaints and comments- Handling emergencies- Negotiating and ensuring good relationship with suppliers- Upselling and upgrading- Used travel GDS Amadeus and Galileo

Epsom, United Kingdom

- Face to face selling with customers- Till work- Cashing up- Key holder- Head of travel section- Controlled own budget- Monitored sales and ordered stock- Planned promotions and displays

London, United Kingdom

- Similar to my Railbookers and Discover the World- After-sales administration- Incoming phone calls- Customer service and complaints- Liaising with suppliers- Compiling and distributing rooming lists- Co-ordinating between UK office and Mediterranean resorts

London, United Kingdom

- Recruited supporters for the charity Guide Dogs- Face to face fundraising on peoples' doorsteps- Persuaded people to commit to a direct debit for the charity- Talked to hundreds of people every day- Honed my negotiating and sales techniques- Met strict targets

Greece

- Solely responsible for cleaning and preparing 7 holiday cottages in Greece- Created and managed own schedule- Did laundry- Created and kept own high standards

Bridport, United Kingdom

- Similar to my later role at Waterstones, listed above, at a different store- Face-to-face customer service and sales- Till work- Working as a team- Won an award for my customer service

Thailand

- Paid job, not a volunteer position- Taught English to 3 – 13 year olds with no previous English exposure- Planned lessons and term learning arc- Learnt on the job- Improvised with very few resources- Created worksheets and exercises- Managed to communicate with non-English speaking teachers and pupils- Learnt some Thai very quickly

Canterbury, United Kingdom

- Supervised a team of 5 to clean whole hotel- Cleaned rooms and public areas- Drew up weekly shift rota and daily task rota for team- Checked all work was carried out to a high standard- Trained new staff- Monitored and ordered stock- Reported maintenance issues and defects- Waitress in fine dining restaurant in evening