Toni Walker Email & Phone Number

Barcelona, Catalonia, Spain

My role is focused on building a strong, trusting and lucrative partnership with our most demanded partners. Understanding and anticipating the needs of top and Michelin star restaurants to deliver the best quality VIP support and advice.• Keeping up to date with the latest internal Product releases with our Partners in mind. Reporting new and tracking the status of known bugs within the system, knowing the product inside-out to creatively implement long and short-term workarounds to ensure • Maintain the service level agreement (SLA) while providing a personable yet professional VIP service, consistently exceeding quality KPIs and client satisfaction over 100%.• Early detection, troubleshooting and urgently escalating bugs to the Product team and Knowledge Team to fix and communicate the latest news to our internal and external stakeholders.• Quality analysis and audits for VIP Support Specialists in the Northern Cluster markets. Analysing the accuracy of data output of agents for use of other departments, such as Product. • Feedback, coach and promote best practices within the context of the companies Quality KPIs, lifting the bar on the standard of Quality within a team of 12 specialists.

Barcelona, Catalonia, Spain

Supporting B2B clients and B2C users via phone, chat and email. The first point of contact for technical issues with the platform, helping both B2C and B2B users to troubleshoot app and web issues. Offering a frictionless, consistently positive service for all users.

Manchester, England, United Kingdom

• Fast-acting responder to confirm the most urgent bookings on the "Front line" of Booking.com, Transport Business Unit• Manage time effectively, acting fast with accuracy to confirm bookings, consistently exceeding KPIs• Assess 'problem' bookings and search for clues to troubleshoot fixing issues.• Giving and receiving peer to peer feedback daily, taking the time to study the feedback, always developing my coaching approach.• Running team activities such a daily stand up “energisers” with a positive attitude and presenting team successes and improvement points in a weekly team meeting.• Working with managers and senior agents to help stream-line processes and present them in a clear and helpful format.• Seeking out shadowing sessions to take on board extra knowledge with a passion to question in pursuit of more knowledge of the role.• Going the extra mile for the customer "behind the scenes" and delivering excellent customer service at every point of contact.• Negotiating with suppliers to ensure both supplier and company remain profitable while the customer is happy with a memorable, frictionless experience.

Manchester, United Kingdom

• Social media management of three bar/hotels with nine profiles across three social channels• Expanding organic reach and follower via Facebook and Instagram by creating entertaining content and nurturing engagement• Leading conversations with bar managers regarding promotions on wet and dry stock and running social media campaigns.• Working with well-known networks such as Manchester Confidential and Visit Manchester to create mutually beneficial marketing campaigns.• Creating visually stimulating content in the form of photos, videos, boomerangs and using basic graphic design.• Writing engaging social media posts that I publish and promote, managing my ads budget strategically.• Resolving Facebook and Trip Advisor complaints and reviews by responding with empathy, enthusiasm and solutions.• Liaise with outsourced services such as graphic design, SEO and printer to ensure the brand is communicated effectively through every campaign.• Planning and running events and capturing multimedia and live coverage of such• General administrative duties such as redirecting queries and telephone based customerservice.

Manchester, United Kingdom

• Understand how to create engaging social media content and share as relevant• Schedule posts on social media platforms, engaging with followers and gaining new interest• Routine blog publications (company news, case studies, community outreach and other)• Assist with on-page SEO• Off-page SEO, building and maintaining relationships with existing and potential clients• Building links to and from webpages of clients and other relevant industry names• Guest blogging on websites• Launching competitions online and sharing these around social media platforms, maximising exposure• Assisting with charity and community outreach initiatives and producing multimediacoverage of said initiatives to share online• Use analytics to track KPIs and set marketing targets

Salford Quays, Manchester

Salford, Greater Manchester

• Office administration• Supervise student caller fundraising for the Alumni Engagement and Giving office. • Coaching the student callers both as a team and on a one-to-one basis in order to develop their skills. • Queries and complaints are escalated to myself to manage. • Facilitate donations. • Create and facilitate team activities. • Create development plans for callers.