Claire Burton
Old Isleworth
Summary
Dynamic Programme and Overseas Manager at GIC The Villa Collection with a proven track record in project management and customer service excellence. Consistently achieved high client satisfaction scores through proactive problem-solving and effective communication. Demonstrates strong skills in media relations and fluency in Greek, thriving in high-pressure environments while delivering tailored solutions that exceed client expectations.
Overview
34
34
years of professional experience
Work History
Programme and Overseas Manager
GIC The Villa Collection & Sunvil Holidays
09.2005 - Current
- Customer Service
- 360 responsibility from first point of contact through to the client returning home and onward if required
- Troubleshooting and problem solving
- Resolving a wide range of issues from clients not paying, over bookings and pre and post travel complaints to dealing with sensitive issues such as deaths, cancellation, debt collecting ect
- Sales
- Direct customer sales working with team to deliver a premium product using expert knowledge that is tailor made to each individual clients needs
- Owner/Agent Liaison
- Addressing and resolvng issues and queries from partners primarily owners and agents, acting as an interface between them and the company
- Contract negotiator
- Sourcing properties then initiating and developing relationships with owners to contract stage and after
- Event Management
- Project management of company events primarily the overseas seminar for representatives
- Design, facilitate and deliver to an agreed budget and message
- Company representation
- Recent webinars and events such as Destinations, Telegraph Show, Cyprus Tourist Board and AITO Meet the Media
- Marketing and PR
- General support when requested preparing prices, providing information for press releases, fact checking and delivering the message to various formats/forums
- Overseas Representative Management
- Supporting overseas manager to employ, manage and support a team of 28 overseas staff
- Interview, set targets, resolve issues and generally support staff
- I am now moving into full management after recent retirement of the main manager
- Team Management
- Monitoring UK team and their delivery of role, reporting to my Director
- Organising team educationals, monitoring holidays and doing and ad hoc team arrangements as asked
- Complaints
- Supporting the after sales team to deal with ongoing written /verbal complaints in an advisory and practical way
- Direct client resolution
- General
- Fulfilling various administrative duties such as provision of reports from our selling platform input with health and safety issues and producing any paperwork required in line with the sales process
Lesvos Customer Representative
Simply Travel
06.2004 - 09.2005
- Full responsibility for day to day care of all customer service needs, resulting in CSQ scores well exceeding targets(100% first 5 months)
- On call 24hrs – 7 days
- Fulfilling all administrative duties including updating and monitoring Health and Safety issues
- Working on own initiative whilst still being part of the team
- Creating, developing and initialising customer service opportunities, in order to ensure clients feel they have received the specialist service they dreamed of
English Teacher
English Language Centre
Kalloni
12.2002 - 09.2005
- Teaching English to Greek students ages 12 to adulthood, in the most inspirational way possible!
- Specialist in communication training
Business Owner
B3 Video
Kalloni
12.2001 - 09.2004
- Planning, Set-up, marketing, accounting, buying and all adhoc activities associated in devising and running your own business
- Managing staff on a day to day basis and ensuring the smooth running of the shop whilst expanding product areas and reacting to business needs
Public Relations and Education Executive
Glaxo Smithkline
Ware
10.1991 - 03.2000
- Project Management: Communication Events/Cascades for 4000 people, Education Days, Caring For Carers (Royal Visit), Ware Week
- Arranging logistics and managing all events
- External PR: Manage donations budget
- Community Liaison at all levels
- Responsibility for internal and external complaints
- Dealing with local and national media
- Education Liaison: Advise on ABPI Working Party for Pharmaceutical Manufacturing
- Consultant to the Hertfordshire Education Service for Work Experience
- Plan, implement and manage Education Programmes for local schools
- Internal: Induction Programme
- Advise at Site Management meeting
- Production of site publications
- Clear publications
- Manage filming/photography shoots
- Manage office requirements
- Member of the ‘Site Emergency Team’
- Export/General Buyer: Day to day Purchasing duties for the supply of Raw Materials/Components/Engineering Items for Export to overseas markets
- Placing orders, expediting, decision making, liasing with internal and external customers, dealing with queries, negotiating with suppliers, resolving problems and understanding overseas market needs
- Managing Kenya factory refurbishment project, liasing with engineers and the market with regard to supplying engineering parts
- Ensuring delivery dates were met and correct paperwork was in place
- Non-Production Purchasing: Day to day Purchasing duties for the supply of Computer hardware/Software/Safety Equipment/Household Stores,/Stationery/Uniforms and Office Equipment for Ware site
- Placing orders, expediting, liasing with internal and external customers
- Negotiating contracts, resolving customer queries and giving support to Senior Buyers on request
- Buying Administrator: Commercial training to become a buyer
- General support and administration duties
Education
1st Year HNC - Business including marketing
Hertford Regional College
Broxbourne06.1994
Richmond College
Twickenham06.1987
O’Levels -
Chiswick School
Chiswick01.1986
Skills
- Intermediate/fluent Spoken Greek (basic reading and writing)
- Media Training (TV & Radio)
- Project Management
- Press Relations – Dealing with the Media
- Customer Focus – Front Line and Support Staff
- Assertiveness - Improving Effectiveness at Work
Hobbies and Interests
- Reading
- Swimming/Sport
- Cooking
- Family
Languages
English
First Language
Greek
Advanced (C1)
C1
Timeline
Programme and Overseas Manager
GIC The Villa Collection & Sunvil Holidays
09.2005 - Current
Lesvos Customer Representative
Simply Travel
06.2004 - 09.2005
English Teacher
English Language Centre
12.2002 - 09.2005
Business Owner
B3 Video
12.2001 - 09.2004
Public Relations and Education Executive
Glaxo Smithkline
10.1991 - 03.2000
1st Year HNC - Business including marketing
Hertford Regional College
Richmond College
O’Levels -
Chiswick School
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