Claire Chadburn
Leeds
Summary
Experienced professional in the travel industry for over 30 years expertise in sales, customer service, and training.
Proven ability to develop engaging training materials and enhance team performance.
Strong skills in customer relationship management, consistently delivering high service standards.
A love for the travel industry and a passion for training, coaching, monitoring and mentoring.
Hardworking, reliable and ready for challenges.
Overview
27
27
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work history
Sales Consultant
Dnata Travel Group
Leyland, Lancashire
05.2024 - Current
- Home Worker, arranging package holidays all over the world.
- Managed customer inquiries effectively via telephone and email, ensuring exceptional service standards.
- Addressed customer queries, maintaining exceptional service standards consistently.
- Enhanced sales through upselling and lead conversions, contributing to overall revenue growth.
- Optimised revenue by upselling at every booking opportunity, enhancing company commissions.
- Ensured high client retention rates by managing after-sales services effectively.
- Cultivated strong customer relationships, fostering repeat business opportunities.
- Conducted training sessions for new employees both virtually and face to face; developing comprehensive training materials for ongoing reference.
- Monitored performance during coaching periods to uphold service excellence and sales targets.
- Liaised with sales managers, product and commercial teams and suppliers to keep training materials updated.
- Following training when taking calls I would call listen and coach individuals, providing appropriate feedback.
- Monitor performance levels, during their coaching period to ensure that standards are adhered too, that service was exceptional and that sales were made.
- Coaching on customer service to assist with sales skills.
Luxury Sales Consultant
Six Star Cruises
07.2023 - 04.2024
- Home Worker, Luxury Cruise Sales Consultant taking 10+ calls of 40 incoming daily.
- Provided detailed information about various cruise packages increasing sales by 30%.
- Increased company reputation for excellent service with prompt and professional responses to client inquiries.
- Enhanced customer satisfaction by providing tailored travel recommendations.
- Managed client expectations successfully, ensuring complete satisfaction with their holiday experience.
- Ensured smooth booking process for increased customer convenience.
- Conducted calls professionally and politely to maintain excellent service standards.
- Maintained up-to-date knowledge of cruise industry trends to provide best advice.
- Used destination knowledge to enhance customer trips with local recommendations.
- Strived to reach set sales and revenue targets.
- Processed payments and established payment plans on behalf of customers, offering multiple methods to maximise sales.
- Facilitated communication between clients and cruise lines during unforeseen disruptions; crisis management skills appreciated.
Sales Consultant
Dnata Travel
05.2018 - 06.2023
- Home Worker, arranging package holidays all over the world.
- Answered travel enquiries via telephone and email.
- Arranged global package holidays using knowledge, experience and exception service.
- Boosted sales figures by converting leads into bookings.
- Optimised revenue through upselling at every booking opportunity, increasing company commissions.
- Cultivated strong customer relationships, fostering repeat business.
- Mentored new team members to enhance overall performance.
- Ensured high client retention rates by managing after-sales services effectively.
Sales Team Leader and Trainer
Cruise Nation
01.2017 - 04.2018
- Managed a team of 20 sales assistants in remote and call centre environments.
- Monitored sales enquiries through telephone, email, and live chat.
- Assessed call and email responses against time scale KPIs to enhance communication quality.
- Quality assured sales and customer service levels using silent monitoring and call recording.
- Provided constructive call feedback.
- Identified training needs and provided coaching to boost sales performance, increasing revenue.
- Provided ongoing staff performance on sales, service and company requirements.
- Conducted regular team meetings and one-to-one sessions
- Analysed performance ongoing staff development.
- Recruited and trained new staff through classroom and virtual methods, focusing on products and systems.
- Created and kept updated training materials.
Senior Sales Consultant
Cruise 1st
12.2012 - 12.2016
- Developed homeworking division to improve company flexibility and reach.
- Supported recruitment efforts by reviewing CVs and conducting candidate interviews.
- Trained new hires on Cruise Line systems and in-house systems.
- Mentored team members after training, fostering a supportive work environment.
- Handled inbound sales calls while working remotely, securing bookings for cruise holidays.
- Cultivated lasting customer relationships, contributing to significant repeat business.
Senior Sales Consultant
Bolsover Cruise Club
04.2009 - 12.2012
- Managed customer interactions in a Call Centre and in person at the Cruise Bureau.
- Handled booking of cruise holidays and addressed customer service issues promptly.
- Provided mentorship to new employees, enhancing their skills and integration into the team.
Sales Coach
Apollo Travel
06.2007 - 04.2009
- Oversaw a team of 25 within a Call Centre comprising roughly 200 personnel.
- Utilised silent monitoring and side-by-side evaluations to offer staff feedback and development guidance.
- Assisted management by supplying timely Management Information to enhance department efficiency.
- Executed staff reviews, conducted candidate interviews, and facilitated training for new hires.
Travel Agent
Northampton Travel
12.2003 - 05.2007
- Face to Face in the Travel Agent and on the telephone.
- Tailored bespoke holiday packages to create memorable experiences for clients.
- Arranged travel accommodation for groups, couples, executives, and special needs clients.
- Conducted open-ended inquiries to accurately determine client requirements.
- Facilitated seamless booking processes to ensure hassle-free travel experiences.
- Delivered precise travel advice and recommendations to enhance customer satisfaction.
- Executed administrative tasks such as record-keeping to boost office efficiency.
- Maintained current knowledge of global destinations to improve service delivery.
- Addressed client inquiries and complaints promptly, restoring trust through effective solutions.
Sales Consultant
RCI Travel
06.1998 - 11.2003
- Working within a Call Centre
- Assisted customers throughout entire sales process, ensuring high satisfaction levels.
- Delivered exceptional customer service to establish a loyal clientele.
- Collaborated with tour operators to secure competitive pricing for clients.
- Designed bespoke holiday packages, creating memorable travel experiences.
- Maintained strong client relationships through regular communication and follow-ups.
- Promoted holiday packages across various platforms to enhance visibility.
- Coordinated with airlines for efficient ticketing and reservations management.
- Advised customers on visa processes to facilitate international travel.
- Mentored new employees.
Education
BTEC - Travel and Tourism
Northampton College
Northampton 09.1993 - 06.1995
Skills
- Sales training and performance monitoring
- Presentation delivery efficiency
- Online presentation tools
- Team coaching and mentoring
- Sales closing techniques
- Call Monitoring
- Brand representation and rapport building
- Microsoft Office applications and in house systems
Certification
- CLIA Master for the Cruise Industry.
Accomplishments
- Receiving numerous accolades from customers on my service.
- Winning Mystery Shopper of the Week in Travel Weekly.
- Achieving most helpful member of the team
- Top seller six months in a row
Affiliations
- I enjoy watching various travel programmes to help gain more knowledge about destinations and products.
- Walking - I am currently participating in One Million Step Challenge within three months for Diabetes UK.
- Swimming - I have previous raised money for Ovarian Cancer with sponsored swimming.
References
References available upon request.
Timeline
Sales Consultant
Dnata Travel Group
05.2024 - Current
Luxury Sales Consultant
Six Star Cruises
07.2023 - 04.2024
Sales Consultant
Dnata Travel
05.2018 - 06.2023
Sales Team Leader and Trainer
Cruise Nation
01.2017 - 04.2018
Senior Sales Consultant
Cruise 1st
12.2012 - 12.2016
Senior Sales Consultant
Bolsover Cruise Club
04.2009 - 12.2012
Sales Coach
Apollo Travel
06.2007 - 04.2009
Travel Agent
Northampton Travel
12.2003 - 05.2007
Sales Consultant
RCI Travel
06.1998 - 11.2003
BTEC - Travel and Tourism
Northampton College
09.1993 - 06.1995
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