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Work Background
National Debtline is a charity.Debt Consultant
Feb. 2024West Midlands, England, United KingdomI am an experienced Specialist Debt Advisor with a strong background in providing comprehensive debt advice across various financial products, including mortgages, overdrafts, loans, and credit cards, within a call centre environment. I offer expert guidance on county and high court processes, helping clients understand the potential consequences of non-payment, such as enforcement actions and bailiff involvement. My role involves advising clients on the legal aspects of debt disputes, enhancing their income through benefit and trust fund advice, and applying my knowledge of relevant case law. I also support solvent clients with ad-hoc debts like parking fines and traffic violations, and provide compassionate assistance to recently bereaved individuals navigating death and debt issues. I am committed to delivering empathetic, non-judgmental, and practical advice, particularly when working with vulnerable clients facing physical and mental challenges, including those with suicidal thoughts. My focus is on ensuring that my advice is accurate, sensitive, and tailored to prevent further distress. I am also responsible for effective time management to meet statistical targets, ensuring that I maintain both quality and efficiency in my advisory services.
FCM Travel UKMedical Repatriation Consultant
Aug. 2018 - Feb. 2024London, England, United KingdomDuties include: Liaising with Insurance Companies. Sourcing flights and other modes of transport suitable for safe repatriation of patient. Planning and execution of Travel Logistics allowing for new rules and regulations due to Covid-19. Consistently updating knowledge due to fast changing travel rules and disruptions due to Covid-19. Liaising with Airlines to ensure documents are processed in a timely manner. Arranging supplemental medical services such as stretchers / oxygen / doctor escorts. Knowledge of Nett Fares / Tactical deals to increase profit margin. Upselling ancillary services. Reconciliation of costs for invoicing. Experienced across several GDS systems. Working within strict SLAs. Prompt reaction to itinerary changes due to flight issues or patient's condition. Balancing profit needs, KPI's and patient safety for each itinerary offered.
Warwickshire County CouncilCustomer Service Advisor
Nov. 2015 - Aug. 2018WarwickshireWork for 2 Councils - Warwickshire County Council and Warwick District Council. Answering queries on all Council services. Main duties include setting repayment plans for Council Tax; dealing with Court Summons / Pre Committal Council Tax customers; dealing with Housing Benefit enquiries, filling in forms, changes of circumstance, recouping overpaid Benefit; Housing rents, repairs and the council waiting list; Reporting anti social behaviour, breaches of tenancy, possible fraud etc. Dealing with the public on a face-to-face basis and answering any query they have about Council services and signposting to relevant support groups. Knowledge of Homelessness Act, Benefits Calculation and other legislation pertinent to Council services. Remaining polite and professional at all times. Dealing with potentially violent and/or vulnerable customers. Remaining firm but empathetic in difficult situations. Travelling around the county taking the Council services out to the community. When working in a Library location I also support the Library staff in general Library duties such as checking books in/out; showing customers the Self Service machines; helping customers on the Public Computers; taking / completing book orders; providing general office services like photocopying / faxing; shelf filling. This role is varied, complicated, frustrating but ultimately uses all my skills in many different ways which I enjoy.
Cruise.co.ukCruise Specialist
Feb. 2015 - Nov. 2015Redditch, England, United KingdomWorking from home selling Cruise holidays. Temporary arrangement whilst I relocated to the Midlands due to my husband changing jobs.
Travel Assistance International LimitedMedical Repatriation Consultant
Jan. 2008 - Feb. 2015Southend-on-Sea, England, United KingdomTAI provides Medical Repatriation and Out of Hours Business House Services. Duties include: Liaising with Insurance Companies. Upselling our services to clients. Sourcing flights suitable for the patient's condition. Liaising with Airlines to ensure correct paperwork completed in a timely manner. Planning and execution of Travel Logistics for patient's safe return home. Organising complex Tailor-made itineraries including flights, hotels, ambulance travel, taxis etc. Reconciliation of costs for invoicing. Knowledge of Nett Fares / Tactical deals to maximise profit potential. Using several Global Distribution Systems to facilitate itinerary planning. Working to strict deadlines in line with SLAs. Reacting to last minute schedule / repat plan changes efficiently. Planning complex Business Travel itineraries. Upselling of ancillary products. Reissue of Business Travel tickets. Effectively re-planning Business schedules to meet passenger needs.
Brook Street Bureau PLCPermanent Controller
Nov. 2006 - Dec. 2007Duties included: Making cold calls to businesses to source vacancies. Effectively advertising vacancies to ensure interest of potential employees. Maintaining and expanding client base. Sourcing and interviewing suitable Candidates. Efficient matching of applicant to vacancy to ensure job offer made and commission earned. Research and analyse local business activity to ensure efficient marketing. Negotiating salaries to best maximise revenue and profit. Meeting and exceeding Sales Targets.
Jetline CruiseSenior Sales Consultant / Customer Service Manager
Jul. 2006 - Nov. 2006Duties included: Using various Central Reservation Systems (CRSs) to tailor make travel itineraries. Travel Logistics including transfers, insurance, hotels etc. Reconciling costs for invoicing. Dynamically packaging itineraries for maximum profit. Negotiating with suppliers for products. Selling ancillary products to increase revenue. Aware of tactical deals to improve profitability. Aware of Customer Trends to improve advertising. Maintaining and expanding customer database. Aware of profit and loss. Meeting and exceeding Sales Targets. Providing Customer Service support. Dealing with complaints efficiently to ensure customer retention. Working on a commission only basis.
Reason for leaving – made redundant - Cruise division closed down.
Phone and Fly / Fleetway TravelOperations Manager
Jun. 2005 - Mar. 2006LondonDuties included: Managing a team of 35 Homeworkers based all over the UK. Maintaining Teletext Analogue and Digital pages using Citrix and online databases. Using several GDS systems to tailor make itineraries. Using Dynamic Packaging to maximise profit potential. Liaising with suppliers for tactical deals, overrides and incentives. Research and analyse Customer trends to ensure efficient advertising. Creating packages to advertise to increase profitability. Profit and loss spreadsheet maintenance. Performance monitoring and target setting. Dealing with Customer service issues efficiently to ensure customer retention. Performance monitoring and target setting. Motivation of team. Providing on-going training and support. Running exception reports and analysing data. Offering ancillary products to maximise profit.
Reason for leaving – made redundant due to merger of the two companies
Cruise ControlOperations, Administration and Compliance Manager
Apr. 2004 - Mar. 2005RomfordDuties included: Managing a team of 50 people in various roles pertaining to the smooth running of the back office. High pressure, target driven call centre environment. Accurate production of client paperwork. Ensuring ABTA (Association of British Travel Agents) guidelines adhered to. Responsible for the security of customer’s personal data. Selling ancillary products to increase profit. Liaising with suppliers to rectify problems and situations regarding itineraries. Processing of customer payments. Maintaining client database. System based reconciliation of invoices for accounts. Maintaining a good relationship with other departments to ensure effective working practices. Creating new systems and strategies to streamline the back office operation and improve efficiency. Team motivation. Performance monitoring and review. Dealing with Customer complaints efficiently to maintain customer loyalty.
Reason for leaving – Could see the company was heading for liquidation (eventually happened in October 2005) so took a career break.
Shenfield TravelAssistant Manager
Nov. 2002 - Apr. 2004ShenfieldDuties included: Deputising for the Manager in her absence. Selling Luxury products to a wide customer base. Using GDS systems to create tailor made itineraries. Sourcing deals to maximise profit potential. Effective advertising to maximise sales. Meeting and exceeding targets. Active promotion of special offers to maximise customer interest. Selling ancillary services/products to increase profit. Ensuring customer loyalty by providing excellent customer service. Full banking responsibilities. Preparation of documents and itineraries. Motivation of team. Brochure management.
Holiday HypermarketManager of Worldwide and Specialist Products
Mar. 2000 - Nov. 2002BasildonDuties included: Management of a team of 6. Creating tailor made itineraries. Liaising with suppliers to source hotels and flights. Aware of tactical deals/promotions to maximise profit. Responsible for large visual marketing display. Creating deals for advertising to increase customer sales. Arranging several promotional events to increase customer awareness of the company and/or deals offered. Responsible for the security of the unit and all customers’ personal data in accordance with the Data Protection Act 1998. Full banking responsibilities. Training and motivation of the team. Advising customers on all aspects of their proposed travel. Selling ancillary products to maximise profit potential. Meeting and exceeding Sales Targets.
Travel Choice (Formerly Intatravel)Junior Sales Consultant promoted through ranks to Branch Manager
Aug. 1995 - May. 2000Hornchurch / Canvey Island / Upminster / Leigh on SeaDuties in the various positions included: Selling and promoting products. Customer Service. Complaint Handling. Brochure Management. NVQ Trainer. Administration. Team Management and Motivation. Cash Handling. Foreign Exchange Sales. Meeting and exceeding Sales Targets. Security of personal information. Implementing Company Policy.
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