Good understanding of compliance structures and operations including industry best practice in compliance.
Thorough knowledge of the Data Protection Act and PCI compliance Microsoft: Word, Excel, PowerPoint
CWT tools: OPUS, Smartpoint, TURBO
DUO, Trainline, Travelfusion
GDS knowledge: Galileo, Amadeus, Sabre,
Abacus, Apollo and Worldspan.
Global fares: Published, Corporate, Marine,
CWT and Local Market
Internal/ External Complaint Handler, 02/2013 to 06/2015
First contact for all internal complaints raised by the branches across all CWT regions First contact for all feedback from external stakeholders via the survey Thorough investigation of all issues raised by branches, branches on behalf of stakeholders and stakeholders, providing a resolution within SLA Dealing with complex issues involving third parties/ suppliers Redressing clients in line with departmental/ company policy Providing excellent communication - client facing, key account managers and branch level' Compliance management Analyse customer service issues, survey feedback and implement appropriate reporting and action required Close monitoring of stakeholder's feedback and effectively alert responsible branch/country quality lead of Corrective Action Requirement [CAR] Ensure open CAR cases are resolved within the set SLA Working closely with training in identifying agent's training needs Providing accurate feedback to ensure company's core values are maintained.
Senior Business Travel Executive, 04/2008 to 02/2013
Dealing with high profile and sensitive accounts Travel policy adherence Project Management: ESC profile maintenance Ensuring service Level compliance Working in the Emergency Unit, this department is open 24/7, 365 days to assist corporate clients globally with urgent and immediate request.
A much pressurised department especially in times where there are unforeseen circumstances such as the tragic event of Sept 2001 (New York) or the Volcanic ash in April 2010 or the crisis in Cairo.
The ability to work under pressure and with minimum supervision is a must whilst ensuring quality deliverance every step of the way.
Senior Business Travel Executive, 08/2000 to 02/2007 FCM Travel Solutions
Meeting clients travel needs and requests Contribution to the development and co-ordination of clients corporate policy Ensuring all contracted details, service levels (SLA) and pricing policies are adhered to.
Internal auditing of branches I worked on the Relief Team, and covered offices in London and M25 axis.
I had the opportunity to meet with different colleagues, and work on various accounts, adopting different roles, learning and gaining knowledge every step of the way.
Senior Business Travel Consultant, 01/1996 to 07/2000
I worked in a team of 7 in a pressurised and service driven environment, which needed team focus, working on a number of high profile, blue chip companies.
Meeting the daily requirements of our clients, which ranged from air, rail, hotel arrangements, to passport & visa advice and processing, issuance of electronic travel documents, whilst ensuring all are within the set policies.
During my tenure at Uniglobe, I became responsible for the initial set up of new accounts won, training of new staff.
As well as working on a number of accounts at the same time, often juggling various projects with deadlines to meet.
Administrator, 10/1991 to 11/1996
This was my first step into the hospitality sector.
STA Travel, a retail travel agency, specialising in offering discounted travel to students and youths.
My initial role was data maintenance, to ensure that the daily sales were stored correctly and accurately on the electronic filing system.
I did this for 3 months.
02/1992 to 09/1993
I moved to customer service department and was part of the team that dealt with all the initial customer enquiries.
The success of the company in part depended on how these enquires were handled.
I had an excellent customer satisfaction record, which was strengthened by several letters of commendation sent in by various customers.
I was put in charge of training new members in the customer services department.
I handled customer complaints effectively and efficiently without having to involve my manager at all times.
I was promoted to Supervisor of the Administration department, where I was in charge of the smooth running of the department.
In addition to managing the team / department, I was responsible for ensuring all bookings were on the billing system in order to reduce account queries and facilitate maximum revenue for the company.
I also assisted with the continuous development of members of the team.
A" Levels: Accounts, Law and Govt & Politics. Bedford, 1984 Accounts, Law and Govt & Politics. Bedford
HND: Business & Finance, Hammersmith. London, 1989 Business & Finance, Hammersmith. London
Post Graduate Diploma: Management Studies, 1991 Derbyshire University - Management Studies