Angie Brown

• Responsible for managing, coaching and developing a regional team of 9 Homeowner Account Managers who are the business's main contact for owners of holiday properties that we market.
• Providing an environment where there is clarity of purpose, goals and accountability for each team member and a high quality experience for all owners.
• Leading a team of highly motivated Homeowner account managers to achieve their core objectives.
• Contribute to the development and implementation of company wide strategies and plans in collaboration with the leadership team.
• Deal with escalated complaints from owners with autonomy.
• Use Microsoft Word and other software tools to create documents and clear communications.

Ensuring first class owner experience.

• Represented front of house services.
• Directed inbound and outbound calls by using switchboard with precision.
• Managed external queries, engaging with clients face-to-face, by phone and through email.
• Updated data and records on sage accounts for stock control.
• Create sales orders.
• After sales service.
• Credit control.

• 'Hands on' front of house, greeting and customer service.
• Improved Front-of-House staff productivity by elevating greeting and seating processes.
• Delivered in-depth training to customer-facing staff, promoting strong service performance.

• Managed 14 bedroom hotel.
• 140 cover bar/restaurant demonstrating a 'front of house' presence.
• Recruited and trained team members.
• Maintained excellent client relationships by dealing with queries and complaints calmly and professionally.
• Addressed customer issues with compassion and professionalism, ensuring swift, successful resolution.
• Managed staffing schedules for high numbers of employees, delivering operational efficiency whilst remaining under budget.
• Collaborated with the manager to achieve organisational goals.
• Assisted in budget management to control costs effectively.

• Worked in the office area of the power station.
• Served food and beverages to office staff with outstanding customer service.
• Ensured cleanliness and usability of crockery, cutlery and utensils for smooth-running, high-functioning kitchen operations.