As a Centurion TLS Relationship Manager at American Express for over four years, I have a passion and a drive for delivering extraordinary experiences to our VIP clients. I am certified in Key Account Management and Leadership Foundations, which help me to build strong and lasting relationships with our partners and colleagues. I have a deep knowledge of our travel and lifestyle products and benefits, and I can provide personal insight into top luxury travel destinations and lifestyle events.In my current role, I am responsible for driving sales, communicating regularly with VIP clients, ensuring customer profiles are accurate and up-to-date, and taking ownership of the card member's travel and lifestyle experience from beginning to end. I also leverage my skills in customer service operations and retention to handle complex issues, resolve complaints, and ensure customer satisfaction and loyalty. I am always eager to learn new things and expand my knowledge. I enjoy working in a diverse and collaborative team that shares the same vision of delivering extraordinary experiences to our customers whilst also being confident in working alone.
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Supply Lead AcquisitionAirbnbLondon, Gb
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Centurion Tls Relationship Manager - Europe Operations & Servicing At American ExpressAmerican Express Nov 2019 - PresentLondon, United Kingdom- Serving as an expert who can provide personal insight into top Luxury travel destinations and lifestyle events which can be shared with customers and colleagues.- Driving sales through exceptional service and deep knowledge of our travel and lifestyle products and benefits.- Regularly communicating with VIP clients to ensure a good ongoing personal relationship/rapport.- Being the clients first point of contact by phone or e-mail and taking ownership of the Card Member’s travel and lifestyle experience from beginning to end.- Ensuring customer profiles are accurate and up-to-date to further the proactive servicing philosophy.- Building relationships with our travel and lifestyle partners which aids the card members extraordinary experience.- Making efficient use of internal applications as well as external GDS systems, this ensures card members enquires and bookings are dealt with proficiently.- Making use of Microsoft Office and applications such as; Microsoft Word, Excel, Powerpoint etc. -
Customer Service SpecialistBooking.Com Mar 2018 - Nov 2019Canary Wharf- Analyzing data on various computer programmes to improve individual and company performance.- Liaising between guests and partners to resolve complex issues via phone and email.- Ensuring security issues or risk of fraud are reported/handled accordingly.- Assisting properties with strategic planning to improve their growth and revenue.- Handling complex financial cases, paying close attention to detail.- Assisting customers and partners with timely payment collections.- Continuous growth of knowledge and experience within the travel sector. - Actively taking part or Leading team meetings to introduce new projects and tests to improve the Booking brand as well as global alignment.- Actively participating in company events, and in weekly team meetings. -
Customer Service RepresentativeBooking.Com Feb 2017 - Mar 2018Canary Wharf- Liaising between guests and partners to resolve light complexity issues via phone and email on various topics such as: additional travel advice, modifications, cancellations etc.- Actively participating in company events, and in weekly team meetings.- Handling light financial cases.-Actively taking part in team meetings/outings
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Construction LabourerAnders Elite / Ship Shape Sep 2016 - Feb 2017London, United Kingdom- Working as a team to assist with construction projects to ensure deadlines are reached in a timely manner.- Tasks include general labouring tasks such as; cleaning, carrying, dismantling, digging.
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Gap YearTravelling Mar 2016 - Aug 2016- I took this time to explore different countries, cultures and experiences. -
Senior Customer Service AdvisorLadbrokes Coral Sep 2015 - Jan 2016London, United Kingdom- Helping customers understand how to use the SSBT machine- Keeping up to date with what’s going on in the world of sport- Accepting and placing bets for customers- Interacting with customers being understanding and helpful. -
Customer Service RepresentativeWaitrose & Partners Sep 2014 - Sep 2015London, United Kingdom- Providing exceptional customer service- Ordering products for customers over the phone or online- Handling transactions via Credit/Debit cards or cash payments- Being an excellent representation of the John Lewis Partnership -
Telesales ExecutiveCca International Jan 2015 - Feb 2015Liverpool Street, London- Making outbound calls to potential leads and customers.- Answering inbound calls dealing with any enquiries or problems as effectively as possible.- Achieving sales targets.- Contacting businesses about potential partnerships.- Data entry ,CRM, managing client portfolios. -
Warehouse OperativeAmerican Embassy (Sterling Recruitment) Aug 2014 - Oct 2014London, United Kingdom- Working as a team to ensure warehouse tasks are carried out efficiently - Daily moving logistics i.e removals and furnishing properties
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Luxury Sales ConsultantKurt Geiger Feb 2013 - Jul 2014Westfield White City/ Harrods, London- Once Named as Kurt Geiger's top salesman for the London area - Understanding clients needs and requirements. - Maintaining exceptional customer service on a consistent basis. - Building rapport and relationships with customers. - Achieving sales targets to improve productivity for the store, as well as achieving individual sales.
Theo Smith Skills
Theo Smith Education Details
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Kingsbury High SchoolGcse'S
Frequently Asked Questions about Theo Smith
What company does Theo Smith work for?
Theo Smith works for Airbnb
What is Theo Smith's role at the current company?
Theo Smith's current role is Supply Lead Acquisition.
What schools did Theo Smith attend?
Theo Smith attended West Herts College, Kingsbury High School.
What skills is Theo Smith known for?
Theo Smith has skills like Problem Solving, Customer Service, Management, Negotiation, Sales, Communication, Customer Engagement, Account Management, Customer Service Management, Creative, Microsoft Office, Tableau.
Who are Theo Smith's colleagues?
Theo Smith's colleagues are Kel A, Nancy Ruiz Diaz, Leah Gakunga, Kunika Kohli, Lacey Phillips, Lin Gao, Yogesh Borse.
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Theo Smith
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