Gemma Lucas
Tamworth ,Staffordshire
Summary
Detail-oriented customer service expert with a solid background in providing outstanding support in dynamic environments. Capable of accurately following procedures, juggling various responsibilities, and working collaboratively with colleagues. Excellent communicator with strong problem-solving abilities and a dedication to passenger safety and satisfaction. Looking to transition into a Cabin Crew role to utilize these transferable skills in a professional setting.
Overview
29
29
years of professional experience
Work history
Customer Service and Sales Executive
Riviera Travel
Burton on Trent , Derbyshire
2025.06 - Current
- Integrates sales performance with customer service excellence throughout entire travel journey.
- Transformed inbound enquiries into bookings through phone, email, and live chat
- Provided tailored travel advice while cultivating robust guest relationships.
- Oversaw outbound follow-ups and group enquiries to optimise revenue.
- Managed post-booking support, addressing cancellations, complaints, and special requests
- Facilitated travel documentation and collaborated with suppliers for concierge services.
- Sustained accurate records while guaranteeing consistent achievement of KPIs and SLAs.
- Coordinated with various departments to address in-travel issues and enhance processes.
Catering Team (Part-Time)
Wolverhampton Racecourse
Wolverhampton , West Midlands
2023.12 - 2025.09
- Served as hostess, server, and expediter to ensure seamless dining experiences. Coordinated front-of-house operations to maintain high service standards. Managed customer interactions to address inquiries and enhance satisfaction.
- Provided exceptional front-of-house customer service
Travel Advisor
TUI UK
Burton on Trent , Derbyshire
2025.01 - 2025.06
- Coordinated client travel bookings and processed payments
- Delivered expert guidance and customer support
- Sustained precise records and managed foreign exchange transactions.
Sales Administrator
Audi UK
Tamworth , Staffordshire
2024.01 - 2025.01
- Resolved customer enquiries while executing order processing tasks.
- Executed credit checks while coordinating invoicing tasks.
- Administered stock records while facilitating timely delivery coordination.
- Facilitated after-sales assistance while overseeing warranty administration
Travel Advisor
TUI UK
Tamworth , Staffordshire
2022.10 - 2024.01
- Comparable responsibilities to current TUI position
Office Manager
Redwood Home & Garden
Tamworth , Staffordshire
2015.05 - 2022.10
- Managed reception and customer service operations
- Oversaw accounts and executed data entry tasks
Office Manager
Eventus Security
Tamworth , Staffordshire
2011.09 - 2015.05
- Facilitated staff recruitment and rota management
- Delivered student support and conducted exam invigilation
- Supported teaching staff while overseeing data input management
- Enhanced building security and executed on-site steward responsibilities.
Homemaker
Stay-at-Home Parent
Tamworth , Staffordshire
2001.01 - 2011.01
- Directed attention towards familial duties and individual advancement
Research Consultant
Thomas Cook
Birmingham , Birmingham
1997.01 - 2001.01
- Performed extensive internet research and communicated with hotels
- Enhanced Teletext and brochure content
Education
NVQ Level 2 - Customer Service
Highfields
Tamworth 03.2014
GCSEs - Grades C and above, including English and Maths
Woodhouse High School
Tamworth 09.1994
Skills
- Personnel coordination
- Management of administrative activities
- Client-focused approach
- Information organization
- Effective listening techniques
- Productivity software expertise Collaborative teamwork solutions Analytical capabilities Content development skills
References
References available upon request
Languages
English
Native
Italian
Beginner
A1
CUST
Full UK Driving Licence
Timeline
Customer Service and Sales Executive
Riviera Travel
2025.06 - Current
Travel Advisor
TUI UK
2025.01 - 2025.06
Sales Administrator
Audi UK
2024.01 - 2025.01
Catering Team (Part-Time)
Wolverhampton Racecourse
2023.12 - 2025.09
Travel Advisor
TUI UK
2022.10 - 2024.01
Office Manager
Redwood Home & Garden
2015.05 - 2022.10
Office Manager
Eventus Security
2011.09 - 2015.05
Homemaker
Stay-at-Home Parent
2001.01 - 2011.01
Research Consultant
Thomas Cook
1997.01 - 2001.01
NVQ Level 2 - Customer Service
Highfields
GCSEs - Grades C and above, including English and Maths
Woodhouse High School