Summary
Overview
Work history
Education
Skills
Languages
Timeline
Generic

Fay Wallace

Southport,Sefton

Summary

Dedicated professional with a strong background in customer service and sales, excelling in conflict resolution and achieving sales targets. Demonstrates effective communication, time management, and adaptability, with proven expertise in product knowledge and complaint handling. Skilled in coaching new staff and fostering team collaboration, committed to building lasting relationships and driving success through hard work and readiness to adapt.

Overview

11
11
years of professional experience

Work history

Multiskilled Travel Advisor

Jet2.com and Jet2holidays
10.2022 - 07.2025
  • I started working at Jet2 on the 3rd of October 2022. During my time so far, I have been able to communicate with different areas and departments within the business and become a well rounded and highly competent travel advisor.
  • Strived to reach set sales and revenue targets.
  • Delivered high-quality customer service for increased word-of-mouth referrals.
  • Employed strong product and systems knowledge to handle booking enquiries.
  • Resolved complaints, cancellations and refunds with mutually beneficial solutions.
  • Carried out day-to-day duties accurately and efficiently.
  • Successfully delivered on tasks within deadlines.
  • Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
  • Supported team by demonstrating respect and willingness to help.

Assisting Development Leads

Jet2.com and Jet2holidays
09.2024 - 05.2025
  • I was given the opportunity to help with the Development Leads with the training for the new starters which has allowed me to grow and build on my coaching and development skills, as well as handing difficult conversations in the workplace.
  • Worked flexible hours, covering nights, weekends and bank holidays.
  • Offered friendly, efficient customer service and handled challenging situations with ease.
  • Displayed energy and enthusiasm in fast-paced environment.
  • Oversaw daily schedules to achieve high productivity levels.
  • Applied positive customer service approach to increase satisfaction levels when helping to de escalate.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Improved efficiency and productivity by acquiring new skills.
  • Used Microsoft Word and other software tools to create documents and clear communications.
  • Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.

Assistant Store Manager

Office Shoes
Preston
11.2021 - 09.2022
  • Promoted to Assistant Store Manager, where I developed strong management and people skills, overseeing store operations independently on certain days. This role has significantly enhanced my leadership abilities and equipped me with valuable experience in team management, all of which are essential for future career opportunities.
  • Coordinated staff meetings for improved communication and team morale.
  • Assisted in recruitment process to build a high-performing retail team.
  • Led daily operations to maintain smooth store running.

Supervisor

Office Shoes
Preston
10.2020 - 11.2021
  • Promoted to Supervisor during the pandemic, which enabled me to refine my managerial skills while managing challenges such as staff sickness and customer complaints, particularly in the absence of Head Office or Customer Service support. This experience allowed me to better understand how effective management teams work towards common goals.
  • Improved team efficiency by implementing new scheduling practices.
  • Led team meetings, ensured clear communication amongst all members.

Sales Assistant

Office Shoes
Oxford
01.2019 - 01.2020
  • Worked part-time for seven months during my second year of university, providing customer service to a diverse clientele and overcoming language barriers. Helped customers with online orders, managed stock, and organized deliveries, which strengthened my communication, organizational, and problem-solving skills.
  • Built strong relationships with regular customers for repeat business.
  • Maintained knowledge of current sales promotions helping customers make informed buying decisions.
  • Addressed customer needs promptly, resulting in positive feedback and loyalty.

Waitress

The Village Pantry
01.2018 - 12.2018
  • Worked as a waitress during university breaks, taking and delivering orders, assisting with bookings, and serving customers from various backgrounds. This fast-paced role helped me build confidence in interacting with new people in a high-pressure environment.
  • Improved customer satisfaction by providing efficient and friendly service.

Customer Service Assistant

Roper Properties
Lanzarote
01.2018 - 04.2018
  • Worked for a renowned estate agency during my third year of university, where I enhanced my Spanish language skills and developed my customer service and time management abilities. This role was instrumental in improving my people skills in a professional setting.
  • Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
  • Managed high-volume customer queries simultaneously through effective multitasking.

Bar Staff

Everton FC
Liverpool
01.2017 - 12.2017
  • Worked in a high-volume bar during match days, where I gained experience in multitasking and working under pressure. My role involved maximizing sales before and during halftime, managing customer expectations, and maintaining professionalism in a lively and demanding environment.
  • Displayed energy and enthusiasm in fast-paced environment.

Retail Assistant (Volunteer)

Cancer Research
Ormskirk
01.2016 - 12.2016
  • Volunteered in a retail environment, helping with stock organization, shelf displays, and customer service. This role helped me develop my confidence, customer interaction skills, and understanding of retail operations while supporting a worthwhile cause.

Work Experience Placement

Aintree Hospital
Liverpool
01.2015 - 12.2015
  • Gained insight into hospital operations by assisting with patient care, cleaning, and general ward duties. This experience helped me develop my ability to stay calm under pressure, work as part of a team, and manage challenging situations with patients from diverse backgrounds.
  • Adapted to new situations and learned new skills quickly.

Education

BA Hons - Applied Languages

Oxford Brookes University
Oxford

A-Levels - French, Spanish & English Literature

Winstanley College
Wigan

GCSE’s - English Language, English Literature, French, Spanish, Maths, History, Classics & Combined Science

Merchant Taylors Girls School
Crosby, Sefton

Skills

  • Customer service
  • Conflict resolution
  • Sales target achievement
  • Product knowledge
  • Effective communication
  • Time management
  • Coaching new staff
  • Complaint handling
  • Multitasking
  • Relationship building
  • Adaptability
  • Effective multitasking
  • Team working
  • Hard-working
  • Sales advisor coaching
  • Readiness to adapt

Languages

French and Spanish
Advanced (C1)

Timeline

Assisting Development Leads

Jet2.com and Jet2holidays
09.2024 - 05.2025

Multiskilled Travel Advisor

Jet2.com and Jet2holidays
10.2022 - 07.2025

Assistant Store Manager

Office Shoes
11.2021 - 09.2022

Supervisor

Office Shoes
10.2020 - 11.2021

Sales Assistant

Office Shoes
01.2019 - 01.2020

Waitress

The Village Pantry
01.2018 - 12.2018

Customer Service Assistant

Roper Properties
01.2018 - 04.2018

Bar Staff

Everton FC
01.2017 - 12.2017

Retail Assistant (Volunteer)

Cancer Research
01.2016 - 12.2016

Work Experience Placement

Aintree Hospital
01.2015 - 12.2015

BA Hons - Applied Languages

Oxford Brookes University

A-Levels - French, Spanish & English Literature

Winstanley College

GCSE’s - English Language, English Literature, French, Spanish, Maths, History, Classics & Combined Science

Merchant Taylors Girls School

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