Jonathan Gibb-Walsh
Glasgow
Summary
Experienced Professional with a strong operations background and a demonstrated history of working in the travel and supply chain industries. Skilled in Service-Level Agreements (SLA), Business Travel, Leisure Travel, Fleet Management, and Management Information Systems (MIS). A graduate with a Bachelor of Arts - BA (Hons) focused on Tourism Management from University of the West of Scotland .
Overview
22
22
years of professional experience
Work history
Customer Advisor
Loganair Limited
Paisley
09.2021 - Current
- Acting as the primary contact point for customers wanting to engage with Loganair via social media
- Management of social media communications to support Social Media Executive
- Creating awareness of Loganair's social media policy when the need arises
- Supporting the customer Relations team with the backlog of customer claims such as damaged/lost baggage and denied boarding compensation
- Correctly identified client needs, providing tailored, personalised guidance to ensure outstanding customer experiences.
- Maintained brand aesthetic, tone of voice and culture across three social media platforms: Instagram, Facebook and Twitter.
- Moderated and responded to comments in appropriate style and tone of voice within defined time targets to enhance social media community management.
Mail Sorter
Royal Mail
Glasgow
06.2019 - 12.2021
- Moving and Sorting Mail
- Segregating different types of mail
- Operating sorting machines
- Sorting letters and packets manually
- Shift work
- Safety awareness
- Following standard processes & operating procedures
- Operated scanner device, inputting mail items for tracking.
- Loaded and unloaded lorries, working fast with the team to meet goals.
Production Operative
Bakkavor
Bo'ness, Falkirk
07.2021 - 09.2021
- Packing and dispatch of salad products from the production line
- Quality control checking products to identify any issues
- Wearing of PPE and observing general hygiene duties
- Working on a fast-paced production line
- Quality checked components to ensure smooth, compliant manufacturing and assembly processes.
Aftersales Service Agent
Arnold Clark
Glasgow
10.2019 - 08.2020
- Handling all customer requirements for service, MOT, and vehicle repairs in an efficient and professional manner
- Liaising with the branches to progress work through the system
- Treating any dissatisfied customers with empathy and understanding, reassuring them that we can solve any issues should they arise
- Maintaining customer records such as vehicle details and service histories accurately and efficiently
- Maintaining knowledge of aftersales products and services, upselling where appropriate
- Making sure the customer database is updated and accurate at all times.
Global travel and Fleet Coordinator
Doosan Babcock
Renfrew, Renfrewshire
06.2018 - 04.2019
- Managing the Travel and Fleet contracts for the business, ensuring optimal process efficiency and traveller/driver satisfaction in line with Company policies
- Ensuring travel and fleet data is accurate at all times to enable the production of management information
- Share best practices across a team of travel bookers globally
- Supplier negotiation
- Monitor daily travel tracker alerts
- Coordination of the company's Travel and Fleet program on a day-to-day basis, including the management of appointed suppliers for travel and fleet
- Managing company corporate airlines business points to assess cost-saving opportunities as they arise
- Verified company compliance with government regulations in the transportation industry.
- Registered and licensed vehicles, complying with all relevant regulations.
- Kept up to date with current industry trends to improve forecasting and scheduling of fleet and drivers.
- Reviewed accident reports to identify and prevent future issues.
- Scheduled routine maintenance to maximise vehicle lifespans.
- Sought to improve fleet processes, functions and communications.
- Communication of procedure changes to all travel bookers globally
- Prepared and carried out periodic reviews of both internal and external suppliers.
Senior Business Travel Consultant
Carlson Wagonlit Travel
Glasgow
01.2015 - 06.2018
- Working on the BP Iraq travel account
- Updating, creating, and amending travel profiles where necessary
- Booking flights, car hire and low-cost airlines and Eurostar rail via Galileo/Travelport Smart point app
- Booking hotels through the new power hotel booking tool
- Going above and beyond to delight the traveller and travel booker and always striving to give an excellent service
- Reissue of BSP Tickets through Galileo
- Responding to emails via within-service-level agreements
- Liaising with company suppliers through office presentations and familiarization trips
- Being part of a hardworking, dedicated team of business travel consultants
- Booking UK rail through the Trainline business site
- Adhered to clients' budgets while making plans.
- Handled large volumes of email enquiries daily, exceeding agency averages.
- Informed clients about the cancellation policy and associated penalties.
- Advised customers on visas and travel safety.
- Prepared comprehensive travel itineraries using accessible formats for customers.
- Responded to clients' questions, issues and complaints, thinking creatively to formulate effective solutions.
Business Travel Consultant
Capita Travel and Events
Glasgow
01.2012 - 12.2014
- Booking all flights, car hire, ferries, rail and hotels for patients and staff of NHS Scotland
- Excellent working knowledge of Sabre GDS
- Point of contact for troubleshooting any issues with the online booking tool and escalating was necessary to resolve.
- Issuing and reissuing of BSP tickets, invoicing low-cost bookings, working the queues daily, and running spectra reports at the end of the day to ensure no tickets are missed
- Conducted client correspondence within SLAs.
- Informed clients about the cancellation policy and associated penalties.
- Adhered to clients' budgets while making plans.
- Generated repeat business by escalating and actioning feedback for maximum effect.
- Used travel agency software to explore customers purchasing options, offering clear comparisons and securing the best possible deals.
- Responded to clients' questions, issues and complaints, thinking creatively to formulate effective solutions.
- Ensuring quality control by use of ticketing scripts to uphold agency standards
- Expertly navigated Online Booking Tools (OBTs) such as Get There
Business Travel Consultant
Kenneth Macleod Travel
Glasgow
12.2010 - 12.2011
- Worked on accounts from a variety of industries including both the financial and distillery/beverage industries
- Responsible for managing all stages of client bookings using a manual file system
- Giving all clients exceptional service through the company ethos “First Class Service Every time”
- Excellent Working knowledge of Sabre GDS
- Managing amendments and reissue of tickets and group requirements including booking hotels, booking car hire, rail TOD
- Completed both Out of Hours and On Call duties
Out of Hours Business Travel Consultant
Portman Travel
East Kilbride, South Lanarkshire
08.2008 - 11.2010
- Providing out-of-hours support to Portman Travel branch accounts and other travel management companies accounts via membership of the radius travel consortium mainly by telephone also email.
- Assisting clients in emergency scenarios through travel disruption
- Excellent working knowledge of Amadeus, Sabre, and Galileo GDS systems
- Logging all calls on the system and emailing branches with action to be taken to bookings or enquires
- Queue management on GDS
- Making and amending bookings, reissue of tickets, booking hotels, booking car hire, rail TOD bookings on Evolvi system, booking flights on published, nett fares and low-cost airlines
- Responsible of Out of Hours provision of the Medical Assistance Unit and maintenance of medical files from creation to completion, which can involve passenger stretchers, booking oxygen, extra seat bookings and wheelchair assistance depending on the severity of the case
- Ensuring that all clients are given a seamless transition process between their Portman branches to the out-of-hours service in order that consistent levels of customer service are given
- Working as a dedicated, hard-working team to achieve and excel in company expectations within out-of-hours service
- Good working knowledge of Marine/Offshore travel
- Resolved last-minute emergency travel difficulties
Business Travel Consultant
Business Travel Management
Glasgow
05.2007 - 07.2008
- Working on a mixture of small and large accounts notably in the academic sectors of universities and further education colleges
- Booking all aspects of domestic, European, international air fares both nett and published
- Making rail reservations using Elgar
- The use of Galileo GDS to make and manage all new and existing reservations
- Booking ancillary services such as car hire, ordering foreign exchange and visa and passport applications
Business Travel Consultant
Chambers Travel Management
Glasgow
05.2006 - 01.2007
- Serviced NHS Scotland account, generating GBP 5 million transactions annually
- Travel provision for all patients and staff of all NHS Scotland health boards
- Booking of hotels on Sabre GDS and by telephone and internet
- Completion all travel requests by telephone, email and via fax within set service levels as stated within the client contract
- Booking of domestic rail using Evolvi system
- Booking of car hire via Sabre GDS
- Liaising with all departments with the company and working as an individual and part of a well-established hardworking team.
Premier Sales Reservations Consultant
Glasgow
07.2004 - 05.2006
- To adopt a courteous and helpful manner to ascertain travel agents needs to give exceptional customer service within a high-pressured environment
- Booking and understanding nett fare contracts with global airlines and offer published IATA airfares to travel agents as an extra service when compiling complex travel itineraries also incorporating round the world itineraries through a choice of booking channels via dedicated agent telephone line, fax or through the agent online booking tool, lastly selected agents can self-book travel 2 airfares by exclusive access to travel 2 fares database through the agents own agency office
- Tailor-making packages with flights, hotels, car hire and specialist tours, handling requests from all business and first-class passengers
- Maintain good working relationships with all departments and company suppliers
- Achieve and excel targets set by the company
- Good working knowledge of Galileo GDS
- Sell and promote air and ground products leading to up sell
Travel Sales Consultant
TUI UK
Glasgow
06.2003 - 06.2004
- Working within Lunn Poly reservation team
- Using viewdata to book all travel products
- Promoting all Thomson products within company portfolio
- Selling ancillary products to enhance the holiday experience
- Converting enquires to sales from generating from telephone and website hits
Travel Sales Consultant
Thomas Cook Direct, Clydebank
03.2001 - 05.2003
- Selling consolidated air fares to customers
- Converting incoming calls and email enquiries into sales
- Using Worldspan GDS to check flight availability and make bookings
- Giving exceptional customer service
- Promoting all Thomas Cook products
- Ensuring attention to detail and providing excellent aftersales service
Education
Bachelor of Arts - Tourism Management
University of the West of Scotland
Paisley, RenfrewshireHigher National Diploma - Travel and Tourism
Glasgow College of Food Technology
Glasgow, Glasgow CityHigher National Certificate - Travel
Glasgow College of Food Techology
Glasgow, Glasgow City2000
GSVQ Level 3 - Travel and Tourism
Glasgow College of Food Technology
Glasgow, Glasgow City1999
Skills
- Live chat management
- Customer service
- Office 365 usage
- Data Confidentiality
- Transaction processing
Additional Information
- Awards Travel Manager/Travel Team of the Year , Engage Awards 2013 - Public Sector Travel November 2013 Deliver a Great Customer Experience Award Carlson Wagonlit Travel - EMEA TS Leadership Conference 2018 February 2018
Languages
English
Native
Spanish
Intermediate
Italian
Elementary
French
Beginner
Timeline
Customer Advisor
Loganair Limited
09.2021 - Current
Production Operative
Bakkavor
07.2021 - 09.2021
Aftersales Service Agent
Arnold Clark
10.2019 - 08.2020
Mail Sorter
Royal Mail
06.2019 - 12.2021
Global travel and Fleet Coordinator
Doosan Babcock
06.2018 - 04.2019
Senior Business Travel Consultant
Carlson Wagonlit Travel
01.2015 - 06.2018
Business Travel Consultant
Capita Travel and Events
01.2012 - 12.2014
Business Travel Consultant
Kenneth Macleod Travel
12.2010 - 12.2011
Out of Hours Business Travel Consultant
Portman Travel
08.2008 - 11.2010
Business Travel Consultant
Business Travel Management
05.2007 - 07.2008
Business Travel Consultant
Chambers Travel Management
05.2006 - 01.2007
Premier Sales Reservations Consultant
Glasgow
07.2004 - 05.2006
Travel Sales Consultant
TUI UK
06.2003 - 06.2004
Travel Sales Consultant
Thomas Cook Direct, Clydebank
03.2001 - 05.2003
Bachelor of Arts - Tourism Management
University of the West of Scotland
Higher National Diploma - Travel and Tourism
Glasgow College of Food Technology
Higher National Certificate - Travel
Glasgow College of Food Techology
GSVQ Level 3 - Travel and Tourism
Glasgow College of Food Technology
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