Helen Hayes

• Dealt efficiently with last-minute changes to minimise disruption.
• Responded to clients' questions, issues and complaints, thinking creatively to formulate effective solutions.
• Kept up-to-date with latest industry trends to provide accurate information and advice.
• Informed clients about cancellation policy and associated penalties.
• Served diverse client base including individual travellers and corporate groups.
• Employed strong product and systems knowledge to handle booking enquiries.
• Advised customers on specific visa and passport requirements.
• Implemented effective communication skills to build strong client relationships.
• Strived to reach set sales and revenue targets.
• Invoiced customers and chased up unpaid bookings to avoid payment delays and balancing issues.
• Resolved customer complaints promptly ensuring high levels of satisfaction.
• Assisted customers with all aspects of travel planning leading to successful holidays.
• Recorded accurate passenger information to eliminate ticketing errors.
• Verified customer insurance and documentation ahead of travel for reduced risk.

During the Covid 19 pandemic I was lent out from Hays Travel to work with NHS / Public Health England from home, completing a contract of 25 weeks answering telephone calls from worried callers from all over the UK on their 119 service, where I booked Covid tests, chased results & offered general advise on staying safe, a roll I really enjoyed as I was able to help others in unpredictable times.

• Boosted brand reputation with demonstration of product knowledge.
• Increased current product and service sales through knowledgeable customer advice.
• Delivered excellent customer service by addressing and resolving queries.
• Delivered high sales performance within budget to strict deadlines and targets.
• Communicated with potential and existing customers in-person, over telephone and via webchat.
• Delivered exceptional customer service, addressing customer queries and handling customer complaints.