Jacqueline Connor

• Effective communication with guests via telephone and email, answering enquiries and booking appointments
• Developed and carried out various sales strategies to increase spa revenue through targeted up selling and proactive guest engagement
• Successfully addressed challenges and adapted to last-minute changes with creative solutions
• Managed multiple tasks simultaneously, maintaining professionalism and composure under pressure
• Processed payments for spa services, retail products, and gift vouchers
• Delivered a high volume of luxury spa treatments whilst consistently providing outstanding levels of customer service
• Effectively managed own treatment diary and proactively adjusted schedule when required

• Responsible for servicing Buy to Let and Residential Mortgage calls effectively communicating with customers, solicitors, brokers and TMW colleagues
• Quickly learned and applied new skills to daily tasks, improving efficiency and productivity with each telephone and email interaction
• Offered friendly, efficient customer service and handled challenging situations with ease

As above (current position)

• Supporting corporate, business and personal members with their health concerns via telephone
• Assessing new and exisiting private medical insurance claims in line with company policies and regulatory standards
• Taking ownership of billing queries and resolving complaints whilst meeting & exceeding KPIs
• Exceeded the expected standard of call quality and customer excellence, evidenced in weekly audit feedback reports.

• Working as part of the spa team delivering a high volume of luxury ishga spa treatments whilst providing outstanding levels of customer service
• Developed and carried out various sales strategies to increase spa revenue through targeted up selling and proactive guest engagement

• Provided a range of holistic therapies including massage therapy, corporate onsite wellness and Solution Focused Hypnotherapy to a wide range of clients
• Awarded "Best Deep Tissue & Remedial Massage Clinic" by SME News ~ Scottish Enterprise Awards 2023
• Maintained consistently excellent standards of customer service as evidence by over 100 Google Reviews at a rating of 5 stars
• Supported student therapists as part of the Western School of Massage Tutor team

• Working as part of the five-star spa team, delivering luxury ESPA treatments to a wide range of clients

• Working as part of the freelance Beauty Therapist team within 4 and 5 star resorts across Ibiza, Spain

• Provided consistent, excellent customer service within a fast-paced regulated environment.

• Investigated root cause of complaints, negotiated resolutions with customers directly via telephone and in writing, prioritising satisfaction and relationship retention.

• Effective diary management to complete workload of cases within required timescales.

• Maintained confidentiality and data protection principles when handling sensitive customer information.

• Adhered to regulatory standards at all times and consistently delivered fair outcomes for customers evidenced via regular feedback reports.

• Collaborated with product and service teams to address & improve recurring issues highlighted by complaints.

• Provided detailed feedback from call quality checks to customer facing colleagues and their team managers throughout complaint investigation process