Summary
Overview
Work history
Education
Skills
TruckDriver

Hillary Fowler

Plymouth

Summary

With almost 20 years of experience in the hospitality, travel and retail industries, working face to face and office based. I am a highly motivated professional known for exceptional customer service and meticulous attention to detail. Skilled in problem solving and adapt at managing high-pressure situations in a face paced environment while maintaining a positive and professional demeanour. I thrive in collaborative environments, actively contributing ideas and embracing opportunities to grow.

Overview

20
20
years of professional experience

Work history

Customer Services Agent

Brittany Ferries
Plymouth, Devon
06.2022 - Current
  • Actively listened to customers' concerns. Resolved issues swiftly and managed complex situations.
  • Successfully resolved escalated complaints to as high level of customer satisfaction.
  • Created meticulous files and recorded the details of the customer complaint before responding by email.
  • Calculated financial gestures measured on the level of the issue.
  • Handled high value damage claims from passenger vehicles to freight vehicles to personal items.
  • Excelled daily contacts-per-day targets.
  • Often given lead in projects such as Information Database and training modules.
  • Owned end-to-end complaint handling and resolution in line with established procedures.
  • Adhered strictly to policies and procedures for continued company compliance.

Passenger Advisor

Brittany Ferries
Plymouth, Devon
07.2019 - Current
  • Actively listened to customers' concerns. Resolved issues swiftly and managed complex situations while maintaining composure and professionalism.
  • Tailored bookings to individual needs through friendly and efficient service.
  • Exceeded sales targets by creating bookings and proactively suggesting upgrades.
  • Managed large amounts of money, both outgoing and incoming.
  • Scheduled callbacks to ensure customer satisfaction.
  • Efficiently managed email inquiries and complaints for sales, After Sales and the Customer Services department.
  • Actively monitored and responded to queries on all social media platforms.
  • Confidently communicated company policies, terms & conditions and travel regulations (set by French, Spanish and UK governments) to our customers
  • Part of the Care Team to be called out in emergencies and support the emotionally distressed

Restaurant & Bar Manager

Welbeck Manor
Plymouth, Devon
04.2017 - 06.2019
  • Delivered exceptional service by providing personalised beverage recommendations that exceeded guest expectations.
  • Effectively communicated with a diverse range of stakeholders, including customers, contactor's and ownership face to face, by call and email.
  • Conceptualised and executed themed events to drive sales and engagement.
  • Provided comprehensive training and performance evaluations to motivate and increase staff.
  • Maintained accurate inventory levels through meticulous stock control.
  • Ensured a clean and inviting environment by constantly staying on top of housekeeping.
  • Managed cash flow effectively by handling large sums of money with accuracy.

Bar Manager

Tigermilk
Plymouth, Devon
03.2015 - 03.2017
  • Tailored bespoke cocktails for customer orders and used the opportunities to up-sell more premium items.
  • Hosted many alcohol tastings from some of the world's leading suppliers in order to broaden the knowledge of all team members.
  • Networked special events to promote the bar and source new suppliers.
  • Travelled the UK for tastings, shows and industry events.
  • Created effective employee schedules maintaining coverage at peak times.
  • Recruited, hired and trained staff on bar practices and customer service standards. Held appraisals.
  • Follow strict recipes and drink measurements to minimize product use.
  • High value cash handling.
  • Stock control (Inventory & ordering)
  • Maintaining Excel spreadsheets.
  • Regular contact to customers by phone, email and social media.
  • Communicated regularly with suppliers, contractors and worked directly with the company owners on a regular basis.

Education

NVQ Level 3 - Applied Mathematics

City & Guilds
Plymouth
03.2017 - 06.2017

GCSEs - Mathematics

Estover Community College
Plymouth
09.1995 - 03.2000

GCSEs - English

Estover Community College
Plymouth
09.1995 - 03.2000

GCSEs - Science

Estover Community College
Plymouth
09.1995 - 03.2000

GCSEs - Geography

Estover Community College
Plymouth
09.1995 - 03.2000

GCSEs - Religious Studies

Estover Community College
Plymouth
09.1995 - 03.2000

GCSEs - Art

Estover
Plymouth
09.1995 - 03.2000

Skills


  • Data entry
  • Key holder
  • Microsoft Office
  • Social media management
  • Communication skills
  • Team management
  • Project leader
  • Customer relations
  • First Aid
  • GDPR
  • Organised
  • Knowledgeable
  • Reliable
  • Punctual

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Hillary Fowler