Ieva Cebatoriute
Kirkcaldy,Fife
Summary
Knowledgeable Telephone Business Development Manager with experience in client management, sales strategy development and sales pitch presentations. Honest, confident and friendly communicator. Keeps up-to-date understanding of key markets, developing new strategies to capitalise on emerging customer trends, with particularly strong knowledge of Scotland`s market and challenges in the area. I do excel in fast-paced environments with challenging deadlines and can demonstrates excellent interpersonal and communication skills to establish connections and trust with intermediaries and colleagues.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
Work history
Telephone Business Development Manager
Lloyds Banking Group, Birmingham Midshires
Edinburgh
07.2022 - Current
- Identified opportunities to drive business growth, diversification and expansion
- Maintained client records in bespoke CRM systems, ensuring streamlined data processes for maximum efficiency
- Developed personal skills and knowledge in mortgage industry, relationship management and data analysis, to efficiently support business needs
- Cultivated and nurtured new relationships with intermediaries, stakeholders and other business areas
- Reported to senior leadership on ongoing matters, intermediaries feedback, industry trends
- Worked closely with field based Business Development Managers, to improve contact strategies and represent Birmingham Midshires to our Intermediaries
Mortgage Advisor
Lloyds Banking Group, Birmingham Midshires
03.2020 - 07.2022
- Provided exceptional level of customer service at all stages of mortgage loan process.
- Meticulously verified essential documents, regulatory compliance with financial laws in all documentation to maximise chance of approval.
- Played crucial role in addressing initial complaints. Reviewed each case based on company policies, seeking fair and effective solutions.
- Supported Team during system transition and launch, by creating new processes, training colleagues and gathering data for further development of the systems.
- Worked closely with Business Development Managers, while resolving complex applications in order to ensure level of service and customer relationship management.
Phone Interviewer
Ipsos Mori
07.2019 - 03.2020
- Conducting surveys over the phone for Government market research and gathering the data.
Hotel Deputy General Manager
The Scotsman Hotel
Edinburgh
05.2017 - 10.2018
- Managed 73 bedroom boutique hotel with 3.3 million in annual revenue, while overseeing daily operations of the hotel ensuring highest level of service provided
- Supervised management of housekeeping, front of house, food and beverage and maintenance, while monitoring their performance, labor cost, efficiency and proceeded discipline documents and terminations
- Completing weekly payroll, monitoring holidays and wage trackers for 80 members of staff
- P&L Management achieved profitability through revenue growth and cost control, while closely working with the General Manager and wide range of suppliers
- Responded to customer concerns with speed and knowledge, delivering professional, personalised service.
- Enforced health and safety procedures to prioritise staff and customer wellbeing.
Operations Manager
The Scotsman Hotel
Edinburgh
08.2016 - 05.2017
- Responsible for the smooth running of hotel with regards to Reception, Rooms Management and Housekeeping
- Dealing with suppliers and proceeding purchase orders for all the departments
- Completed weekly payroll and monitored holidays for 80 members of staff, assisting in smooth staff redundancies process
- Assisted events and sales team and fully covering department duties in their absence, by providing quotes, preparing contracts and fully running the catering side of the events
- Negotiated special deal with other businesses for use of facilities, during the sudden closure of the SPA facilities at the hotel and handled complaints in a professional manner
- Managed the hotel operations during the transition period from liquidation into new ownership.
Front of House Manager
The Scotsman Hotel
06.2015 - 08.2016
- Managed a team of front of house staff including scheduling, training and general supervision
- Ensured the highest level of customer service to hotel guests and efficient complaint handling
- Responsible for correct operations of POS system, balancing room inventory and allocations
- Ensure efficient communication with other departments of the hotel
- Managed guests special requests and completed it in a timely manner.
- Performed closing procedures in POS system, reconciling cash and credit card settlements accurately and efficiently.
Deputy Manager
Stay Edinburgh City Apartments
01.2012 - 12.2014
- Run 35 apartments as holiday lets in the city centre of Edinburgh
- Maintained excellent client relationships by dealing with queries and complaints calmly and professionally
- Managed staffing schedules for high numbers of employees, delivering operational efficiency whilst remaining under budget
- Maintained the high level of the standards at the properties, to ensure continuous business growth and development
- Dealing with after-hours customer calls, maintenance issues and direct reservations
- Maintaining close relationships with Online Travel Agencies, to ensure best preferential rates are negotiated
Education
BA Public Administration -
Vytautas Magnus University
Lithuania 09.2007 - 06.2011
Skills
- Strong influencing/relationship building and communication skills
- Advanced people management skills with ability to reveal and develop new talents
- Observant with strong self-assertiveness
- Sales and negotiation skills
- Strong customer journey development and complaint handling skills
- Good attention to detail when completing data gathering reports and processing data
- IT Skills (Microsoft Suite, Word Press, Hotelier Expert, Site Minder, Guest Centric, Opera, OTA Extranets, Procure Wizard, Micros, Omiga, MSP, PEGA, Resolve, PBA, r-Hub, currently learning Power BI and Python)
Timeline
Telephone Business Development Manager
Lloyds Banking Group, Birmingham Midshires
07.2022 - Current
Mortgage Advisor
Lloyds Banking Group, Birmingham Midshires
03.2020 - 07.2022
Phone Interviewer
Ipsos Mori
07.2019 - 03.2020
Hotel Deputy General Manager
The Scotsman Hotel
05.2017 - 10.2018
Operations Manager
The Scotsman Hotel
08.2016 - 05.2017
Front of House Manager
The Scotsman Hotel
06.2015 - 08.2016
Deputy Manager
Stay Edinburgh City Apartments
01.2012 - 12.2014
BA Public Administration -
Vytautas Magnus University
09.2007 - 06.2011
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