Deborah Baughan

Summary

Professional with extensive experience in cruise operations and custom travel planning, specializing in multi-destination itineraries. Proven track record in sales excellence and team management, leveraging CRM and marketing analytics to drive results. Expertise in financial data analysis, contract administration, and customer relationship management, enhancing client retention and satisfaction. Strong skills in e-commerce, digital advertising, and crisis management, contributing to effective business development strategies.

Overview

18

years of professional experience

Work history

SALES and MANAGEMENT

SoPrettyTravel.uk

02.2022 - 02.2026

Managing rentals of our own two luxury apartments in the 5
Del duque area of Tenerife.
Complete renovation of two properties
Calendar management of bookings, liaison for key handover to guests and 24/7 support.
Providing services to clients, booking flights, transfers, arranging Travel Insurance, Contracts for rental, Payments for rental and excursions etc.
Managing the services of a rental agency in Tenerife.
Regular assessment and management of the Property to ensure 5 star feedback.
Regularly updating Social Media and direct client contracts to ensure a high level of new and repeat bookings.
Managed daily operations and ensured smooth functioning of business activities.

TRAVEL COUNSELLOR

self-employed

02.2019 - 02.2022

Franchisee of Travel Counsellors.
Focusing on bespoke long haul, multi-destinations, Tours, Cruise and Winter holidays.
After four successful years, I felt Covid had impacted the support TC HQ so severely I was no longer able to offer clients the service they expected and deserved.

TRAVEL SALES CONSULTANT

G Adventures

07.2015 - 10.2017

I worked as part of the Premium Cruise team, managing customers with complex holidays averaging £15k up to £45k
Managing bespoke requirements; building itineraries, booking the cruises, interlinking flights and hotels and additional destinations before, during and after the cruise such as safaris, tours, city stops.
I was also a point of contact during their holidays for escalation and managed post-holiday communication to build advocacy.
Developed custom travel itineraries tailored to individual client preferences and budgets.
Provided expert advice on destinations, cultural experiences, and travel regulations to enhance customer satisfaction.
Managed end-to-end booking processes, ensuring accuracy and timely confirmations for all travel arrangements.
Trained new team members on product knowledge, customer service techniques, and sales strategies.
Assisted clients in resolving travel issues and complaints, demonstrating strong problem-solving skills.
Achieved customer satisfaction by providing personalised travel solutions.
Delivered excellent customer service consistently to build loyal clientele.

TRAVEL ADVISER

THOMSON HOLIDAYS (TUI GROUP)

01.2013 - 07.2015

Meeting both sales and customer satisfaction targets, I soon achieved my own client base with repeat bookings.
Cruise Specialist for the Northamptonshire region and supported other retail colleagues to organise Cruise Events and Open Days and targeted returning Cruise Customers with bespoke holidays.

EUROPEAN SALES MANAGER

INTERNATIONAL CRUISE & EXCURSIONS (ICE)

01.2008 - 01.2013

I recruited, trained and managed an international outbound sales team of over 200 sales staff across the UK, Spain and Ireland.
Average holiday value was in excess of $6000, up to $30,000
Monthly Revenue achieved by my team was $4.5m ($57m p.a.)
I left this role to spend more time with my family as the role required spending a lot of time in mainland Europe and the US.

Education

Diploma In Service Excellence - Service Excellence

Warwick Business School

Warwick

Law Degree -

Hertfordshire University

10 O Levels - O Levels

The Latymer School

Edmonton

Skills

Cruise expertise
Custom travel planning
Multi-destination itineraries
Ski group coordination
Sales and service excellence
Team management
Collaborative teamwork
Diverse travel platforms
CRM and Outlook proficiency
Marketing analytics
Supply chain understanding
Negotiation mastery
Technical product understanding
Sales technique mastery
Digital advertising proficiency
Knowledge of business laws
Persuasive presentation
E-Commerce platforms mastery
HR policies implementation
Taxation knowledge
Familiarity with crm software
Financial literacy
Leadership acumen
Cash handling
Microsoft Excel
Business development
New technology solutions

Database administration
Contract administration
Financial data analysis
Customer buying behaviour analysis
Contract drafting
Budget forecasting
Crisis handling
Lead generation techniques
Experience strategy
Accounts Receivable (A/R) processes
[Industry] sector management
Customer journey enhancement
Corporate tax preparation
Influential communicator
Brand development
Customer relationship management
Remote team coordination
Client retention
Network building
Calm under pressure
Problem-solving
Communication skills
Public speaking
Team building
Strategic planning
Leadership
Resourcefulness

Custom

Examples of some of the complex, long haul and multi destination Holidays I have organised;
Innumerous cruise plus pre/post city stays and additional country visits globally
North and South Thailand, Laos, Vietnam & Cambodia
Greek island hopping
Italy for a three part cultural, wine and sailing holiday
Washington, New York & Miami
Memphis (Graceland), Nashville and Vegas
Niagara Falls and Alaska
Yoga retreats
Large group skiing (20+ travellers) in various resorts
Australia, New Zealand & Bali
Singapore and Hong Kong
Route 66 to Vegas then California & Mexico
Orient express
Wine routes of South Africa
Golden Triangle of India (Delhi, Agra and Jaipur)
Scuba wedding in the maldives
I also have my own bucket list so can fully empathise with multi-destination and long haul customers, I have so far ticked the following off my own bucket list:
Countries personally visited: Uk, Ireland, France, Germany, Austria, Italy and islands, Spain, Canaries, Portugal, Croatia, Montenegro, Greek Mainland and 7 of the islands, Turkey, Cyprus, Israel, Egypt, Jordan, South Africa, USA, Caribbean, Bahamas and Mexico.
Holidays experienced: cruises, skiing, safaris, wine tours, beach and sailing
Cruise lines travelled on: Royal Caribbean, Tui, P&O, Azamara, Celebrity, Norwegian
Premium airlines experienced: Virgin Upper and Premium Economy, BA First, Business and World Traveller Plus