Katrina Stephenson
Barrow in fURNES,Cumbria
Summary
I am a highly self-motivated and proactive professional, qualified to NVQ Level 3 in Travel and Tourism. My background is combined with experience in management and leadership, business support, sales, business administration, communications and performing customer service tasks with high energy and enthusiasm. As a hardworking and reliable individual, I am comfortable taking ownership of my work, whilst also being able to work as part of a team. I have the capability to solve problems in a timely manner by engaging, listening and influencing all necessary stakeholders. I am enthusiastic to continuously improve and develop my personal/professional skills and pride myself on my attention to detail and ability to carry out tasks to a very high standard. Having excellent interpersonal and organisational skills, enables me to work to demanding targets and deadlines. I am very flexible and would welcome the opportunity to utilise my skills and experience to make a significant contribution to a dynamic company's business. I am confident in undertaking business risk analysis, audit measures, assurance activities whilst complying with all company policies. Due to my observation nature, I continually use process confirmation and calibration within all completed tasks I am involved in, to avoid any errors and guarantee accuracy.
Overview
37
37
years of professional experience
8
8
years of post-secondary education
Work History
Senior sales consultant
TUI
Barrow in Furness, Cumbria
02.2003 - Current
- Providing an efficient, courteous and responsive travel booking service to holiday makers. Creating tailor-made holidays to suit clients and ensuring all administrative terms and conditions of contracts are adhered.
- Ensuring customer requirements are achieved by researching travel options and presenting findings back to clients.
- Ability to develop relationships with suppliers and in-house operators to obtain cost effective prices.
- Resolving customer disputes promptly and effectively to prevent escalation and maintain customer satisfaction.
- Accurately conducting cash reconciliation to verify finances at the end of each business day.
- Collaborating with colleagues to maximise productivity as a whole.
- Mentor, develop and delegate work where appropriate to less experienced team members. Whilst also being the point of contact for store apprentices to supervise and provide support throughout their NVQ training modules.
- Clearly articulate COVID-19 protocols to customers dependent on the destination regulations, to ensure customer safety.
- Report store performance metrics to management on a weekly basis.
- Enhanced team morale through effective leadership and motivation.
STORE MANAGER
Lunn Poly
Barrow in Furness, Cumbria
02.1997 - 02.2003
- Ensured high levels of customer satisfaction with proactive interaction and prompt issue resolution.
- Managed staff rosters, ensuring adequate coverage during peak times.
- Managed and lead a team of eight sales consultants by implementing training and improvements tailored to the progression of the company.
- Assigned day-to-day tasks to colleagues to achieve sales targets, whilst ensuring all staff members were compliant with travel and business policies.
- Held the sole responsibility and accountability for the health, safety and wellbeing of all staff members.
- Chaired the daily team meeting, to communicate offers, changes to travel regulations, store targets and current performance.
- Quality checked financial and booking documentation at the end of the working day to ensure all areas for audit control were processed, documented and in-line with company process.
Assistant manager
A T Mays
Barrow in Furness, Cumbria
02.1988 - 02.1997
- Time served as a Travel Apprentice at A T Mays straight from leaving school, and on completion of the apprenticeship gained promotion to Assistant Store Manager.
- Overseeing the daily operations of the retail sales department and the business travel department.
- Travelled to potential sale destinations in order to improve product knowledge.
- Deputised for the store manager when required, to ensure the store remained profitable, setting deadlines and targets and training staff members.
Education
NVQ Level 2 - Travel and Tourism
Bolton College
Bolton 02.1989 - 02.1990
NVQ Level 3 - NVQ level 3 in Travel and Tourism
Bolton College
Bolton 01.1989 - 01.1990
NVQ Level 1 - Level 1 Travel and Air Travel
Lancaster and Morecambe College
Lancaster, Lancashire 09.1988 - 07.1989
GCSEs - 5 GCSES - INC MATHS, ENGLISH AND SCIENCE
St Bernard's Catholic High School
Barrow in Furness, Cumbria 09.1983 - 07.1988
Skills
- Excellent oral/written communication skills with the ability to articulate logically and concisely
- Experience of engaging and delivering communication appropriately, depending on the audience with ability to develop effective communication strategies
- Clear understanding of Health, Safety & Environment (HS&E) requirements within the workplace
- Intermediate proficiency in the use of Microsoft Packages
- Problem-solving and effective decision making skills
- Strategic vision within areas of my work
- People development
- Understanding of GDPR regulations
Timeline
Senior sales consultant
TUI
02.2003 - Current
STORE MANAGER
Lunn Poly
02.1997 - 02.2003
NVQ Level 2 - Travel and Tourism
Bolton College
02.1989 - 02.1990
NVQ Level 3 - NVQ level 3 in Travel and Tourism
Bolton College
01.1989 - 01.1990
NVQ Level 1 - Level 1 Travel and Air Travel
Lancaster and Morecambe College
09.1988 - 07.1989
Assistant manager
A T Mays
02.1988 - 02.1997
GCSEs - 5 GCSES - INC MATHS, ENGLISH AND SCIENCE
St Bernard's Catholic High School
09.1983 - 07.1988
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