CALEEN WILLIAMS
Aberdulais,Neath Port Talbot
Summary
A dedicated and customer-focused professional with extensive experience in travel, customer service, and complaint resolution. Passionate about delivering exceptional service, building strong relationships, and problem-solving with empathy. With a background in travel management and financial services, thrives in fast-paced environments where customer satisfaction is the top priority. After years of self-employment to accommodate family responsibilities, returned to university to enhance expertise, reaffirming a passion for the travel industry. Now seeking an opportunity to contribute skills and experience to a dynamic customer care role.
Overview
27
27
years of professional experience
Work History
Small Business Advisor
Self-Employed
Swansea, City and County of Swansea
01.2013 - Current
- Providing excellent customer service and building strong client relationships
- Managing administrative tasks, scheduling, and communication with clients
- Handling problem resolution with professionalism and empathy
- Demonstrating adaptability, self-motivation, and strong time management
- Helped organisations improve customer satisfaction and achieve measurable results.
- Encouraged development of clear objectives and action plans.
- Documented workflow charts, records and job descriptions to guide overall organisational improvements.
- Prepared proposals with revised methods, new strategies and redefined functions.
Senior Accounts Manager
Welcome Financial Services
Swansea, City And County Of Swansea
01.2006 - 01.2013
- Managed customer accounts and provided financial advice
- Resolved customer complaints efficiently, ensuring customer satisfaction
- Led team, overseeing workflow and ensuring compliance with industry standards
- Trained new employees in customer service excellence and company protocols
- Managed team of 50 staff, driving performance with motivational strategies to exceed sales targets.
- Delivered high level of service to clients to maintain and extend relationships for future business opportunities.
Branch Manager / Assistant Manager
Thomson Holidays (TUI Group)
Swansea, City And County Of Swansea
01.2002 - 01.2006
- Managed daily operations, staff training, and customer service initiatives
- Investigated and resolved customer complaints with focus on long-term customer loyalty
- Ensured sales targets were met while maintaining high service standards
- Provided excellent customer service, securing client loyalty.
- Resolved customer complaints swiftly, maintaining company's reputation.
- Developed and implemented strategies for increased customer satisfaction.
- Ensured compliance with company policies, maintaining ethical standards.
- Reviewed and analysed sales data to identify growth opportunities.
- Identified and resolved operational issues impacting productivity, performance or profitability.
Sales Manager
Going Places Travel Agents
Swansea, City And County Of Swansea
01.1998 - 01.2002
- Delivered exceptional customer service in fast-paced travel agency
- Worked to individual sales targets, handling bookings and complaints
- Developed rapport with customers, ensuring repeat business
- Supported front-line sales teams with well-coordinated administrative operations.
- Developed robust client relationships for improved business growth.
- Achieved increased customer satisfaction by implementing innovative sales strategies.
- Optimised sales methods to best engage, acquire and retain customers.
- Built strong relationships with regular customers for repeat business.
- Handled high-pressure situations calmly, keeping store operation seamless during peak hours.
- Improved customer service by efficiently handling queries and complaints.
- Listened to customer needs and preferences to provide targeted advice, increasing sales opportunities.
- Engaged customers to enhance in-store experience and provide outstanding customer service.
- Took interest in customers' needs and concerns to provide thoughtful advice and product recommendations.
- Addressed customer needs promptly, resulting in positive feedback and loyalty.
- Resolved customer complaints and process issues with proactive problem-solving skills.
- Built lasting relationships with clients through customer service interactions.
Education
BA (Hons) - International Travel & Tourism Management
Swansea University
Swansea, City and County of Swansea 01.2024 -
Computer Networking & Cyber Security - IT
Swansea University
Swansea 01.2023 - 01.2024
NVQ Level 2 & 3 - Leisure and Tourism
Going Places
Swansea07.2000
GCSEs - 12 including English & Maths, Grades A-C
Llangatwg Comprehensive School
Neath07.1998
Skills
Exceptional customer service
- Complaint resolution
- Strong communication
- Interpersonal skills
- Conflict resolution
- Objection handling
- Negotiation
- Organisational abilities
- Time management
- Proficiency in computer systems
- Customer databases
- Self-motivated
- Adaptable
- Proactive
- Self-motivation
Accomplishments
- Successfully recruited and trained staff in previous managerial roles.
- Managed accounts totalling over £1 million in receivables.
- Consistently exceeded sales and service targets.
- Developed and implemented training programs to improve customer service excellence.
Additional Information
Flexible and adaptable to changing work environments., Strong ability to handle difficult conversations with empathy and professionalism., Passionate about the travel industry and committed to delivering top-tier customer experiences., References available upon request.
Custom
- BA (Hons) International Travel & Tourism Management, Swansea University, Present
- Computer Networking & Cyber Security, Swansea University, 01/01/23, 12/31/24
- NVQ Level 2 & 3 in Leisure and Tourism, Going Places, Swansea
- GCSEs (12 including English & Maths, Grades A-C), Llangatwg Comprehensive School
Timeline
BA (Hons) - International Travel & Tourism Management
Swansea University
01.2024 -
Computer Networking & Cyber Security - IT
Swansea University
01.2023 - 01.2024
Small Business Advisor
Self-Employed
01.2013 - Current
Senior Accounts Manager
Welcome Financial Services
01.2006 - 01.2013
Branch Manager / Assistant Manager
Thomson Holidays (TUI Group)
01.2002 - 01.2006
Sales Manager
Going Places Travel Agents
01.1998 - 01.2002
NVQ Level 2 & 3 - Leisure and Tourism
Going Places
GCSEs - 12 including English & Maths, Grades A-C
Llangatwg Comprehensive School
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