Hi, I’m
Ella Baker
Reading,UK
Summary
Experienced Travel Consultant & Psychology Graduate with over 3 years experience in customer service industry industry. Excellent reputation for resolving problems and improving customer satisfaction. Offers flexible schedule to deliver on team goals. Moreover, the candidate considers themself an accomplished 2.1 Psychology graduate, eagerly pursuing to apply their knowledge and gain practical experience within customer service. Highly experienced working in team environments and hold strong reputation for hard work, punctuality and willingness to learn new things.
Overview
4
years of professional experience
6
years of post-secondary education
Work History
Jet2.com & Jet2HolidaysRemote
Travel consultant
01.2023 - Current
Job overview
- Used destination knowledge to enhance customer trips with local recommendations.
- Upsold guest experiences to maximise average booking value.
- Conducted calls professionally and politely to maintain excellent service standards and managed over 30 calls a day during busy periods.
- Responded to clients' questions, issues and complaints, thinking creatively to formulate effective solutions.
- Identified add-on sales opportunities by analysing client needs, budgets and preferences.
- Utilised business travel expertise to design cost-effective package holiday and/or Flight Only itineraries.
Fortnum and MasonLondon, UK
Customer services advisor (Xmas Temp Role)
11.2023 - 12.2023
Job overview
- Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
- Built customer rapport by providing friendly, genuine service, increasing customer retention by 95%.
- Assisted customers with product complaints, logging issues for investigation and providing replacement items.
- Processed inbound customer calls, providing information on service or product upgrades ensuring sales conversion rates of 50% were met during each shift.
CAE Parc AviationHeathrow, BERKSHIRE
Cabin crew member
07.2022 - 01.2023
Job overview
- Checked cabin regularly for upkeep requirements and maintained clean, tidy space.
- Ensured smooth running of the cabin, serving as a facilitator between cabin crew and cockpit.
- Led flight safety presentations to educate passengers.
- Served foods and beverages based on passenger locations and ticket tiers.
- Helped passenger with diverse comfort requests and answered questions.
- Maintained calmness and composure during emergency situations.
Henley Business SchoolHenley on Thames, OXFORDSHIRE
Library assistant
09.2022 - 12.2022
Job overview
- Liaised with educators to support curriculum-related resource needs for students.
- Checked in and out books and scanned library cards.
- Handled check-in and check-out process of library books and materials at circulation desk.
- Educated customers about available library and community services.
- Assisted in maintaining digital archives and databases.
Action Tutoring LtdBRISTOL, UK
Volunteer teaching assistant
03.2020 - 03.2021
Job overview
- Supervised students in wider school environments, offering reliable dining room, library and playground support.
- Prepared and delivered various lessons, incorporating inclusive strategies to meet needs of all learners.
- Selected and prepared new interactive learning resources to boosting student engagement.
Education
University of The West of England (UWE)Bristol
Bachelor of Science from Biological Psychology
09.2017 - 08.2021
University Overview
- Psychopharmacology (1st) Cognitive Neuropsychology (2.1) Advanced Development Neuroscience (2.1) Clinical Aspects of Mental Health (2.1) Methods in Neuroscience (2.1)
- Held Departmental & Student Representative roles within the Department of Health & Social Sciences
- Thesis: Low Perceived Stress Associated with Higher Cognitive Functioning & Lower Cardiovascular Recovery Post-Viewing of Negative Visual Stimuli (2.1)
- Erasmus+ Study Abroad Student during 3rd year of study - lived and studied abroad at the University of Padova, Italy
Richard Huish CollegeUK
A-Levels
09.2014 - 08.2016
University Overview
- Psychology, Sociology, English Language & Literature & Extended Project Qualification (EPQ)
Skills
- Human behaviour education
- School administration
- IT and telephony systems knowledge
- Customer service training
- Customer experience
- Data confidentiality
- KPI management
- Customer success management
- Time management
- Multilingual
- Strong communication skills
Languages
English
Native
Italian
Intermediate
References
References available upon request.
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Affiliations
- Film & TV
- Exercise & Keeping Fit
- Hiking and Camping
- Books & Foreign Culture
- Travel & Tourism
- Psychological Research
- Music & Artistry
- Cooking and Baking
- Planespotting
- Socialising & Family
Accomplishments
Erasmus+ Study Abroad Student at the University of Padova, Italy (2019-2020)
UWE Bristol Futures Award - awarded for volunteering commitments to local communities, Erasmus+ status & Student Representative roles undertaken during undergraduate studies.
Timeline
Customer services advisor (Xmas Temp Role)
Fortnum and Mason
11.2023 - 12.2023
Travel consultant
Jet2.com & Jet2Holidays
01.2023 - Current
Library assistant
Henley Business School
09.2022 - 12.2022
Cabin crew member
CAE Parc Aviation
07.2022 - 01.2023
Volunteer teaching assistant
Action Tutoring Ltd
03.2020 - 03.2021
University of The West of England (UWE)
Bachelor of Science from Biological Psychology
09.2017 - 08.2021
Richard Huish College
A-Levels
09.2014 - 08.2016
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