Julie Basford
Swindon
Summary
A reliable, highly organised and results focused Sales, Operations and Administration professional, I have a proven track record of successfully managing and supporting operations in a variety of roles across the retail and travel services sectors. During my career to date, I have often been required to perform multi-functional roles, seamlessly adapting to changing briefs and situations, whilst improving system and processes, customer satisfaction and bottom line. Compassionate and patient, my interpersonal skills have enabled me to demonstrate the highest discretion and integrity when dealing with confidential information and I am now seeking a challenging role within a team that values hard work and commitment.
Overview
27
27
years of professional experience
8
8
years of post-secondary education
1
1
Certification
Work history
Assistant Manager
HAYS TRAVEL
Swindon
2024.08 - 2026.02
- Working alongside the branch manager in a customer-facing role, supporting and guiding the team in their roles
- Delivering training, sales messages, coaching and guidance
- Delivering exceptional customer service both in person, by phone as well as video calls via TEAM, ensuring client satisfaction and increased sales
- Maximising revenue and achieving targets and KPIs for both travel and foreign exchange
- Servicing customers plans, creating itineraries, taking payments, making amendments and cancellations
- Being responsible for all branch trading including Foreign Exchange services, ensuring end-of-day monies balance
- Dealing with customer complaints and providing solutions along with necessary administration tasks
- Providing emotional support to the team, dealing with disciplinary action and documenting the team’s journeys
- Implemented promotional strategies for increased footfall
Operations Co-Ordinator
EXCURSIONS LTD
Swindon
2024.04 - 2024.07
- Being part of a team providing UK land-based services relating to Shore Excursions, Turnarounds and Pre/Post cruise programmes
- Booking, confirming and co-ordinating services to include incoming transfers, hotel accommodation, excursions and ad-hoc requests
- Attending cruise turnaround days, liaising with port and airport co-ordinators, tour guides, coach and taxi operators delivering customers to their intended destination
- Organising tour guides and transport companies to ensure availability and accessibility where needed, often adjusting at short notice as and when travel schedules change
- Adjusting to operational demands, providing support outside regular hours, including weekends and evenings when required
- Support the ongoing maintenance and accuracy of the tour database, providing feedback to customers and holiday operators
- Support colleagues within the immediate and wider team by providing cover and assistance during busy periods
Sales Advisor
VIRGIN HOLIDAYS
Swindon / Hybrid
2014.06 - 2024.03
- Acting as a brand ambassador, taking inbound calls from new and existing customers and using in-depth product knowledge to tailor each holiday to individual customer needs
- Delivering exceptional customer service both in person, by phone as well as video calls via TEAM, ensuring client satisfaction and increased sales
- Maximising revenue and achieving targets and KPIs
- Devising creative marketing campaigns including themed days, leaflet dropping and visual merchandising
- Servicing customers plans, creating itineraries, taking payments, making amendments and cancellations
- Handling necessary administration tasks, proactively supporting the team
Covid Vaccine Administrator
HAYS TRAVEL
Worked from home
2021.01 - 2021.04
- Scheduling patients for their Covid-19 Vaccine
- Answering any patient questions regarding (but not limited to) scheduling needs, providing support for any clinical service needs, assisting with gathering patient information or other additional medical questions
- Accessing patient account information and updating information as needed
- Maintaining healthcare service knowledge for problem resolution and customer inquiry purposes
- Building and developing strong customer relationships
- Handling contract administration and data entry
Sales Administrator
HILLS WASTE SOLUTIONS
Swindon
2010.01 - 2014.06
- Handling a high volume of telephone and email enquiries for the hire of various disposal containers in an efficient, timely and professional manner
- Engaging with customers and understanding their requirements fully
- Updating and maintaining the Commercial Manager and Sales Executive’s diaries, scheduling meetings and appointments
- Liaising with internal staff and external customers to arrange delivery/collection of waste containers
- Identifying and maximising sales opportunities, by following up on quotes provided by the sales team
- Liaising with the sales team in relation to customer orders
- Proactively assisting the team with administration support where required
Senior Business Travel Consultant
HRG PLC, FARNBOROUGH
Newbury / Hybrid
2003.11 - 2010.01
- Making reservations for various travel components including flights, hotels, car hire, rail, ferries, foreign exchange as well as Passport and Visa processing
- Managing busy executive diaries, taking into account the individual needs of each traveller
- Managing various administrative tasks, including dealing with customer commendations, resolving complaints, document production/re-issues and refunds
- Successfully handling a busy workload, prioritising tasks in line with the immediate business requirements
- Due to my flexibility and resourcefulness I was asked to work on several additional accounts as well as my own where required
Senior Retail Travel Consultant
THOMAS COOK
Swindon
2002.04 - 2003.11
- Providing excellent customer service, managing face to face and telephone enquiries for holiday reservations
- Acting as the in-house specialist for overseas weddings and ski packages
- Occasionally dealing with finances, managing the foreign exchange bureau and balancing tills at the end of the working day
- Managing daily administration tasks including checking confirmations for customers as well as resolving complaints and recording commendations as and when they arose
Overseas Representative
INGHAMS TRAVEL
Kitzbuhel & Saalbach, Austria
2001.04 - 2002.04
- Greeting guests upon arrival at the airport and escorting them to their accommodation
- Arranging a welcome meeting to provide information on the resort, ski packages and available excursions
- Making bookings for any excursions and ski packages, arranging payments to local suppliers and banking of monies for the company
- Accompanying excursions on a rota basis, providing guests with information relevant to their excursion
- Maximising sales by giving guests the opportunity to take up additional tours upon arrival at their destination
Overseas Representative/Wedding Co-ordinator
JMC/NEILSON HOLIDAYS
Cyprus & Austria
1999.03 - 2001.04
- Handling many of the same duties as per my role at Inghams, with the exception of ski packages
- Acting as wedding co-ordinator, arranging the ceremony and booking legal procedures before the bride and groom arrived
- Greeting the bride and groom, assisting with obtaining their marriage license and agreeing the additional services required, including flowers, cakes, cars and booking of reception venues
- Confirming additional services, taking payment and banking monies
- Successfully managing the wedding day, checking with all suppliers that everything booked was in order and ensuring the event runs smoothly
Education
BTEC National Diploma - Travel & Tourism
SWINDON COLLEGE
Swindon 1988.01 - 1991.01
BTEC First Diploma - Business & Finance
SWINDON COLLEGE
Swindon 1989.01 - 1989.01
GCSEs -
HEADLANDS SCHOOL
Swindon 1983.01 - 1988.01
Skills
- Data Privacy Standards Knowledge
- Analytical problem solver
- Excellent numeracy and literacy skills
- Senior leadership communications
- Time management skills
- Leadership capabilities
- Team collaboration & support
- Attention to detail
- Excellent customer service
- Microsoft proficiency
- Confident communicator
- Conscientious & diligent
Certification
- PITMAN, RSA I & II TYPING, RSA I WORD PROCESSING
- BA Fares Levels 1, 2 and 3
- BCS Level 2 in IT User Skills (ECDL Extra) (ITQ) (QCF)