Ethan Carter

● Delivering excellent customer service by providing great coffee and experience at every
stage of our customer journey.
● Selling products to clients by face-to-face interaction and gaining a full insight into their
expectations.
● Listening to customers, managing any requests or issues with genuine warmth and interest
● Financial responsibility of tills and safe, ensuring variances are minimal to reduce store risk
● When leading the shift, responsible for any complaints to be resolved efficiently and
effectively

● Direct communication within leadership for store development
● Conflict resolution due to escalations and complaints
● Delegation of tasks

● Reviewed banking operations, resulting in enhanced regulatory adherence.

• Delivering excellent customer service by providing great coffee and experience at every stage of our customer journey.
• Selling products to clients by face-to-face interaction and gaining a full insight into their expectations.
• Listening to customers, managing any requests or issues with genuine warmth and interest.
• Financial responsibility of tills and safe, ensuring variances are minimal to reduce store risk.
• When leading the shift, responsible for any complaints to be resolved efficiently and effectively.

• Actioning complex time changes and finding resolutions to appropriate flight times for the guests to meet their cruise.
• Storing contracted cruise fares in partnership with airlines.
• Investigate and escalate downgrades with the relevant airlines, and appropriately action any refunds the guest is eligible for.
• Liaising with various departments to ensure all queries and concerns are addressed and resolved.
• Direct ground transfers and ship contact to ensure transfers are appropriately reorganized for delayed flights.
• OSI entries, vendor remarks and airline message understanding to ensure appropriate action is made.
• Ensuring accuracy to minimize cost implications to the business.
• Ability to find the best priced flights on free selected booking classes.
• Ability to revalidate ticketed flight.
• Critically quality checking flight and cruise reservations, ensuring bookings are in line with company policies.

• Ability to manage difficult conversations without leading into escalated approaches.
• High revenue conversion and lead consisting of sales leading to conversion of bookings.
• Strategic methods of ensuring and retaining bookings.
• Strategic targets and objectives laid out by my line manager.
• Data protection and data control of discretion between both guests, line managers and staff members.
• Dynamic effect for multi-tasking for individual guests that contact the call center.
• Effective communication to different departments creating a dynamic effect for communication for answers.
• Enhancement, excitement, and anticipation of building the guest to the company product, leading to a close of sale.

• Delivering excellent customer service by providing great coffee and experience at every stage of our customer journey.
• Selling products to clients by face-to-face interaction and gaining a full insight into their expectations.
• Listening to customers, managing any requests or issues with genuine warmth and interest.

• Managing the team and making sure everyone is aware of what they need to do.
• Ownership of actions taken, not just by myself but also those of my team.
• Direct communication within leadership for store development.
• Conflict resolution due to escalations and complaints.
• Delegation of tasks.

• Achieving sales targets and objectives set by managers.
• Database management and quality assurance.

• Delivering excellent customer service by providing great coffee and experience at every stage of our customer journey.
• Selling products to clients by face-to-face interaction and gaining a full insight into their expectations.
• Pre-empt problems before they arise and resolve promptly when they do.
• Participating in promotional events and activities to increase exposure of the branch.