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Work Background
FalmouthCustomer Service Expert | Travel | Finance | Retail | Jeweller
Jun. 2025Cornwall, England, United Kingdom
Starting a new chapterRe-locating to Falmouth
Mar. 2025Cornwall, England, United Kingdom
Sailing HolidaysLaunch Crew and Customer Service Manager
Jan. 2020 - Mar. 2025London, United KingdomI manage Sailing Holidays' Customer Feedback Strategy, collecting feedback, analysing trends and implementing process improvements to ensure best customer experience, from pre-sale to post-holiday. Building and maintaining relationships and ensuring maximum retention through exceptional customer service. Responding to all complaints empathetically and in keeping with the company’s ethos. I also manage all post-sale administration, including quality checking bookings, monitoring databases and client records for accuracy, and always thinking critically about the customer experience from every angle, from the way we speak on the phone, how we word our emails, and how our documentation looks.
Sailing HolidaysCustomer Relations Manager
Apr. 2017 - Jan. 2020London, United KingdomManaging Sailing Holidays' Customer Feedback Strategy, analysing trends and implementing process improvements to ensure best customer experience, from pre-sale to post-holiday. Building and maintaining relationships and ensuring maximum retention through exceptional customer service.
SARL AVERY CRESTLuxury Chalet Host
Dec. 2016 - Mar. 2017Meribel, Rhone-Alpes, FranceWinter Season position: - preparing and maintaining chalet for 12 guests per week - formal training from Premier Cru sommelier - formal table settings - breakfast and dinner service
Sailing HolidaysFlotilla Host
Mar. 2016 - Nov. 2016GreeceSummer Season position: - Part of a 3-part lead crew, providing flotilla sailing holidays in the Greek islands - yacht handling under motor and sail - parking 12 or more boats per day - organising group meals, excursions, activities for children
Suffolk LifeSIPP Support & Private Funds Manager
Aug. 2014 - Oct. 2015Managing Suffolk Life's telephone and email help desk, working closely with our Sales Executives to maximise new sales leads whilst maintaining key adviser relationships. Managing relationships with key business partners and managing Private Funds operations. Part of Retention Committee. I managed and supported a largely new team through significant change and training, whilst adding efficiencies to improve processes and ensure best customer experience.
Hadleigh Amateur Dramatic SocietyMusical Director
Sep. 2009 - Dec. 2009Responsible for selecting, directing and performing the music for a stage performance of Sleeping Beauty in my hometown.
Suffolk LifeSenior Administrator, Private Funds
Sep. 2008 - Jul. 2014Suffolk LifeOverseeing the team's workload, dealing with advisers, customers, business partners and third party investment providers in both an adviser support role and a technical administration role. Reporting of management information, whilst being instrumental to the relationship management of our business partners. Heavily involved in user acceptance and joint business testing for new IT system developments as well as large company-wide projects.
HINTLESHAM HALL HOTEL LIMITEDPianist
Sep. 2008 - Dec. 2008I was employed by the 4-star country house hotel as a lounge performer for evening diners in the hotel's orangery.
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