Aimee Bloor

As a highly competitive Airline Sales Executive, I excelled in managing sales and account functions for key strategic Agency and Corporate customers in the UK. Over time, I aggressively took on more Travel Management Company (TMC) and corporate accounts, significantly expanding my portfolio. In the absence of my General Manager, I proactively stepped into attending senior account manager meetings and events. I built strong, credible relationships with agency customers at all levels, coordinated impactful trade events and FAM trips, supported the launch of new routes, and provided essential support to other EU offices when needed. My strategic approach led to substantial revenue growth with key accounts, generating impressive flown revenue figures for 2024, including over £1,065,080 with a major UK OTA, £439,154 with an entertainment TMC, and £1,039,266 with a high-end leisure travel company. These achievements highlight my ability to deliver high-impact presentations, keep trade pages updated with relevant market information, and support wider customer teams with sales support queries, leave cover, and call coverage when needed.

• Navigated challenging negotiations, achieving successful deal closure without compromising on profitability.
• Conducted comprehensive market research for identification of emerging trends in consumer behaviour, contributing towards strategic planning process accordingly.

Head of Bridgetown Office Function, Lime Management (British Airways North America Groups)

In my role as Head of the Bridgetown office for Lime Management, a division of British Airways North America Groups, I led the setup and leadership of the new office function. Collaboration with British Airways' key stakeholders was instrumental in ensuring a seamless customer journey, working alongside wider teams to onboard major industry names. Building strong relationships allowed me to effectively communicate and address system faults, ensuring minimal disruption to services. My responsibilities included recruitment and team development, defining team structure, implementing comprehensive training programs tailored to business needs, and rolling out GDS training sessions focusing on Amadeus, AGM, and Fly systems. I also delivered sales training to foster business growth, ensured CRM proficiency through hands-on training, and implemented quality control measures to maintain excellent service standards. Additionally, I led new client acquisition, used persuasive negotiation skills to secure the best deals with key accounts, and drove ongoing process and people improvements.

Key Achievements:

• Successfully established and led the Bridgetown office, integrating it seamlessly with British Airways' operations.
• Implemented Zendesk to enhance customer service by providing a flexible, customisable platform that improves customer experience and retention. This allowed me to identifying peak service times to optimize staffing levels during busy periods. Providing clients with detailed information on customer end-to-end solution times and satisfaction.
  Eliminating "ping pong" emails with a one-touch solution policy.
  Implementing a help desk where customers could self-serve, reducing the need for staff.
• Enhanced team technical skills and industry knowledge through targeted training programs.
• Improved customer relationship management and sales processes through effective CRM training.
• Maintained high service standards and minimised operational disruptions through robust quality control measures.
• Secured significant deals with key accounts through expert negotiation.

Daily management of client relationships, ensuring that Travel Innovation Group remains their main travel provider. Consistently developed relationships within a portfolio of customers to ensure competitive advantage.

Managed some of the leading OTAs within the industry, provided knowledge on end-to-end technology solutions such as API, CACHE and NDC.

Supported systems teams in sprint planning and sprint reviews, identified and removed any impediments anything from technical issues to team dynamics.

Facilitated communications ensuring that there was is clear communication between the team, the product owner, and any other stakeholders. Ensured transparency of team's progress was transparent to all stakeholders given them visible product backlog and burndown charts.

Understood client’s needs and designed technology flow to streamline and tailor their booking experience. Proactively maximised sales and managed market share within my portfolio by identifying any business that the business isn’t getting. Supported the wider partnerships team to maintain accurate and comprehensive records on clients and sales activities within our CRM system. Worked closely with other internal departments to ensure the knowledge of my portfolio was shared including delivery of training on accounts where appropriate. Looked at internal incentives and cascade this to my portfolio to engage them in our loyalty schemes. Monthly P&L management, delivery presentations to my portfolio and reporting to CEO with any business updates.

• Profiled, targeted and prospected territory within and beyond existing customer base to expand reach and revenue.
• Liaised with potential customers to determine needs and provide recommendations.
• Identified market opportunities to grow new business across dedicated accounts.

Actively managed UK leading consortiums to sell dynamically packaged Carnival Cruise holidays. Worked with travel trade press to prompt revenue growth initiatives, policy enforcement, and new business opportunities. Served as key liaison between Carnival Cruise Line and Travel Innovation Group. Strategised with internal marketing teams to create effective marketing campaigns. Form close relationships with Airlines such as Virgin Atlantic to promote dynamic cruise packages. Visited travel agents around the UK and Ireland, attended trade shows to educate on the offering of Carnival Cruise Line. Established a brand awareness within the UK for Carnival Cruise Line, translated into tangible results – seen a growth in sales within the first six months of trading.

• Identified and prioritized activities to maximize revenue contribution from allocated client portfolio.
• Established and deepened connections within community through year-round engagement.
• Negotiated and secured profitable deals with clients to ensure maximum returns.

Managed performance of individuals in a customer focused environment. Mentored staff on Travel Innovations Groups brand story and ethos to sell products and services along with any new innovative technology solutions. My role was to identify important areas that will be commercially beneficial for the business to promote them through different marketing techniques. Developed a strategy within the team to reach goals whilst promoting open-minded ideas. Provided training for all team members tailoring the training to suit different needs or capabilities. Communicated clear instructions to team members establishing SLA’s - 360 feedback, reviewing of own performance. Created reports to update the senior leadership team on the groups progress through quarterly meetings with elements of financial and operational performance.

• Recruited and trained high-achieving sales teams, aiding company success against profit goals.
• Monitored sales leads and conversions, motivating and incentivising teams to continue increased business.
• Upheld and implemented company policies and procedures in all work activities to deliver consistent leadership.
• Improved team telemarketing skills by introducing and teaching modern sales techniques, encouraging positive engagement with customers and increasing sales.

Acted as front line support, flights specialists provided friendly and efficient service to travel organisations or direct consumers via phone, email and online. Selling and servicing bookings whilst understanding customer needs. Advised effective solutions and worked to drive sales, hit budgets and deliver profits all within airline deadlines and terms & conditions.

- Monitored and actioned all emails and Help Centre requests for bookings in line with set company service level standards.

- Used the GDS to check availability and make, manage, ticket and refund bookings.

- Constructing nett fares from CAT35.

- Used industry knowledge and initiative to choose best airlines to approach to meet client’s requirements.

- Made sound commercial decisions on margins & pricing

- Updated all transactions accurately into the database.

- Kept on top of all airline deadlines for deposits, balance payments, names & ticketing.

- Ensured payments were received from clients in good time to meet deadlines.

- Developed a good understanding of the market and competition.

- Formed close ties with staff within airline partners to strengthen relationships.

• Maintained excellent customer satisfaction by offering friendly, helpful and informative customer service.
• Maintained excellent team relationships by helping colleagues during complicated or difficult customer calls.
• Managed all complex complaints, issues and problems to maintain customer satisfaction.
• Closely monitored and oversaw customer service processes, detecting improvements required to enhance customer satisfaction.

Day to day job role, working with a team of colleagues to make great things happen for British Airways customers. I was always ready to adapt to change and innovation. Whether responding to changing conditions mid-flight or trying out a brand-new service, I aspired to be the very best, with customers at the forefront of my mind whilst taking care to provide experiences that set the company apart from the competition. By making sure customers are looked after to strength the relationship the company has with them.

• Conducted thorough safety briefings and demonstrations of safety equipment and emergency procedures.
• Sold duty-free goods and advised passengers of any allowance restrictions at country of destination.
• Helped unaccompanied children and special needs passengers disembark from airplane to reduce safety risks.

Supporting with loan applications and credit card enquiries.

• Coordinated referrals and escalations to obtain specialised support.
• Kept detailed records of customer interactions for future reference.
• Followed scripts and processes to uphold brand standards.
• Handled high-volume telephone calls to address and resolve customer queries.
• Responded to live chat rooms to answer and resolve customer queries, elevating customer satisfaction with immediate support.
• Listened to individual complaints with open mind and asked detailed questions to understand issues.
• Monitored email to promptly collect and respond to complaints.