Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
References
Timeline
Generic
Donna Harvey

Donna Harvey

Oulton, Lowestoft,Suffolk

Summary

I am a conscientious & hard working individual & I thrive on providing outstanding customer service. I am very motivated & organized & have been working remotely for my last role & only due to new systems & the job becoming redundant, am I seeking a new challenge.


All I have ever wanted to do is to be a Travel Consultant & to help create the best holidays for the customers. Due to the break in my career to be a stay at home Mum & take care of my children I haven't yet been able to fulfill this dream of mine, but when I saw this opportunity it jumped out at me & has made me very excited at the possibility of having a chance of pursuing it!


I have worked for Bourne Leisure/Haven & British Holidays in the past & it was my favourite job yet, creating a holiday for my customers for them to make amazing memories, so much so that the customers would return to myself yearly to rebook their next UK break.


A couple of years ago we were lucky enough to take our two children on holiday to Florida & I was determined to get the very best package possible both financially & with the experiences booked, which I ended up creating myself, booking it all separately which I thoroughly enjoyed.


I have not yet been lucky enough to be a part of a travel company selling holidays worldwide however, I know I would put my all into it to get to where I need to be. I am a very keen learner & absolutely love travel so I think this would be the perfect opportunity for me & give me a chance to show what I can do while allowing me to still be flexible with my teenage children.


I feel that given all of my background & experience from the start of my career even up until now I would have a lot to offer your company & team & I would be most grateful for you to take me into consideration.

Overview

24
24
years of professional experience
4
4
years of post-secondary education

Work History

Accounts Administrator

Riverside Pilates & Wellness Centre
Gorleston-on-Sea, Norfolk
04.2023 - 04.2025
  • Responsible for all enquiries & converting them into bookings
  • Looking after over 250 returning clients
  • Dealing with all payments cash & transfer completing the accounts monthly
  • Arranging all Instructors Holidays & Cover
  • Preparing data into an Overview Report for the Owner & Tax Accountant
  • Coordinating over 30 WhatsApp group channels for clients, communicating with regards to bookings/events & queries and promoting new classes & merchandise
  • Boosting sales by advertising & following up enquiries to make sure the classes maximised capacity, delivering efficient profit

Customer Service Assistant

The Hamburger
Great Yarmouth, Norfolk
04.2014 - 04.2023
  • Serving the customers & dealing with any issues
  • Handling cash & card payments
  • Helping to keep everything running smoothly
  • Using initiative & stocking up in the quieter times

Credit Controller

May Gurney
Norwich, Norfolk
08.2006 - 08.2008
  • Maintained professional client interactions whilst managing overdue payments
  • Improved financial efficiency by implementing new credit control procedures
  • Coordinated legal actions against defaulters to safeguard company interests
  • Monthly target to ensure debt stayed below £500,000.00
  • Holding monthly debt meetings & liaising with colleagues to discuss customers & to help achieve the monthly targets
  • Gained a Level 2 qualification in Chartered Institute of Credit Management

Customer Service Officer

Royal Bank of Scotland
Great Yarmouth, Norfolk
11.2005 - 08.2006
  • Meeting weekly targets relating to the delivery of first class customer service & extending our services to both existing & new customers by recognising & satisfying their needs
  • Managing cash levels within the bank including personal cash can, branch reserve & ATM. Organising remittance to & from the cash centre
  • Responsible for carrying out daily processes such as opening & closing procedures, processing deposits in night safe, quick deposits & cash lines & cash orders for our business customers
  • Completion of induction & training in London & rewarded with cashier duties
  • Contributing to customer service score of 92%

Holiday Sales Allocationist

British Holidays (Bourne Leisure)
Burnham-on-Sea, Somerset
03.2004 - 10.2005
  • Allocating, with full responsibility for matching the database of arriving guests to the availability of accommodation
  • Ensuring reception ran professionally
  • Meeting & exceeding weekly bookings & billings targets
  • Achieving weekly targets by telesales & making reservations, as well as taking overflow calls from the Call Centre
  • Responsibility for the arrival & departure process. Tasked with achieving the maximum upgrade value from the current availability
  • General responsibilities including mail-shots, post & franking, customer service, telephone skills etc
  • Promotion from Holiday Sales Advisor to the Park Allocationist
  • Exceeding 2004 Park Budget
  • Gaining a BTEC in Guest Relations & Holiday Sales
  • Head Office courses completed, including: Assignment Allocation course, Welcome Host Award & Park Promotional Activities
  • Earned responsibility of running Check In, creating the guests first impression of the Park & the Company
  • As a reward of exceeding 2004 budget, the team won a trip to Egypt

Holiday Sales Advisor

Haven Holidays (Bourne Leisure)
Belton, Norfolk
08.2001 - 03.2004
  • Contributing to weekly bookings & billings targets
  • Working as a part of a team to run the reception professionally
  • General responsibilities including customer service, post & franking, cash handling & control, telephone skills etc
  • Sending out pre-arrival & departure letters to the guests to keep them informed
  • Achieving budget in 2002 & 2003 earning a trip to London for the team
  • Head Office courses completed, including: Allocation course & Counsellor Telephone Sales Process
  • Received Award for Star of the Year in 2003 from the Management Team
  • Gained a permanent contract after just one season, a significant achievement in a seasonal industry

Education

GCSEs - 10 GCSE's, grades B-D

Cliff Park High School
Gorleston-on-Sea, Norfolk
09.1997 - 07.2001

Skills

  • Delivers outstanding customer care
  • Track record of adapting & upskilling
  • Diligent & tenacious, effectively dealing with challenges
  • Effective remote worker, with a strong team ethic
  • Communicates clearly & accurately across all channels
  • Motivated by family led values, & by doing the right thing
  • Able to prioritise & action tasks appropriately, at pace


Affiliations

  • I love to go on holiday with my family, experiencing new cultures & seeing different places. I also have a passion for food, trying new places & enjoying dining with family & friends!

Accomplishments

  • Achieving budgets resulting in trips to London & Egypt
  • Received Star of the Year from the Management Team
  • Promotion from Holiday Sales Advisor to the Park Allocationist
  • Gaining a BTEC in Guest Relations & Holiday Sales
  • 2001-2005 Welcome Host Scheme
  • 2002 Full Driving Licence
  • 2003 Allocation Course
  • 2003 Counsellor Telephone Sales Process
  • 2004 BTEC Guest Relations/Holiday Sales
  • 2005 Assignment Allocation Course
  • 2007 Chartered Institute of Credit Management (Level 2)

References

References available upon request.

Timeline

Accounts Administrator

Riverside Pilates & Wellness Centre
04.2023 - 04.2025

Customer Service Assistant

The Hamburger
04.2014 - 04.2023

Credit Controller

May Gurney
08.2006 - 08.2008

Customer Service Officer

Royal Bank of Scotland
11.2005 - 08.2006

Holiday Sales Allocationist

British Holidays (Bourne Leisure)
03.2004 - 10.2005

Holiday Sales Advisor

Haven Holidays (Bourne Leisure)
08.2001 - 03.2004

GCSEs - 10 GCSE's, grades B-D

Cliff Park High School
09.1997 - 07.2001

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Donna Harvey