Summary
Overview
Work history
Education
Skills
Timeline
Generic

Kelsey Sutherland

Kilbirnie

Summary

I am a hard working individual who is highly self motivated. I am seeking a fresh challenge to progress in my career. I am a reliable employee, offering great communication skills and excellent problem solving abilities. Due to my experience as a team leader early in my career, I have learned how to deal with high pressure working environments. As a team leader I would deal with customer complaints, staff conflicts, costing queries and large values of money every single day

Overview

10
10
years of professional experience
1
1
year of post-secondary education

Work history

Team Leader

Barrhead Travel
Irvine
07.2015 - 10.2018
  • Trained new staff on systems, procedures and company policies.
  • Supervised and mentored 8 team members.
  • Resolved employee relations issues and navigated disciplinary proceedings.
  • Progressed to Team Leader position within 2 years working at company, I worked up starting as a modern apprentice.
  • Dealt with the cash coming into the shop and foreign exchange.
  • Educated clients on current travel restrictions, providing relevant and up-to-date information by phone and email.
  • Verified customer passports and documentation to travel.
  • Maximised sales profits using proven upselling and cross-selling techniques.
  • Remained knowledgeable on popular attractions and experiences to provide additional travel advice.
  • Resolved complaints, cancellations and refunds with mutually beneficial solutions.
  • Obtained feedback from customers to improve service experience.
  • Completed monthly 1-2-1's with my team to find areas of improvement and areas we can focus on for the following month of sales ahead.
  • Set appointments with customers for either foreign exchange or sales appointments.

Cruise Consultant

Travel 2
Glasgow
10.2018 - 10.2020
  • Maximised agency profits by consistently converting add-on sales, including travel insurance, theme park tickets and car rentals.
  • Offered exemplary service to new and existing clients, helping to build lasting relationships and secure new travel assignments.
  • Conducted thorough market research to maintain advanced knowledge on top destinations and travel trends.
  • Generated repeat business by escalating and actioning feedback for maximum effect.
  • Went through leadership programs to work my way up in the business to become a team leader/ manager.
  • Used promotional techniques to sell tour packages, exceeding monthly sales targets.
  • Oversaw bookings using Amadeus GDS.
  • Advised customers on specific visa and passport requirements by researching each destination.
  • Went through 8 weeks of intensive training for customer service and managing expectations of our clients.

Sales Floor Agent

Smyths Toys Superstores
Kilmarnock, East Ayrshire
10.2020 - 12.2020
  • Managed customer lines for minimum wait times and high satisfaction.
  • Inspected products thoroughly before processing refunds.
  • Organised displays to promote inventory and encourage customer purchases.
  • Accepted card, cash and cheque payments in POS register system.
  • Designed visually pleasing in-store and window displays to increase footfall.
  • Packed merchandise for gifts with decorative details.
  • Built rapport with customers to enhance in-store experience and provide outstanding customer service.

Sales Consultant

Hays Travel
Glasgow, Glasgow City
01.2021 - 06.2021
  • Provided clear, accurate pricing information to agents regarding specific products.
  • Processed credit and debit card payments promptly and precisely, minimising financial discrepancies.
  • Exceeded retention and upsell targets through concerted customer engagement.
  • Working in the HTOL brand of hays travel (tour operator) dealing specifically with the Hays travel agents, packaging tailor-made holidays for their clients (Cruise and longhaul specialist.)
  • Provided clear, accurate quotes and giving detailed itineraries for tailor-made holidays.
  • Maintained expert product knowledge for persuasive, reliable customer guidance.

Finance Assistant

Stewart Travel
Glasgow, Glasgow City
06.2021 - 07.2022
  • Compiled various reports relating to budgets, expenses and payroll for review.
  • Verified items billed against items received, following up with vendors to reconcile variances.
  • Balanced reports to submit for approval and verification.
  • Completed financial reports for management.
  • Monitored accounts payable and receivable statuses, keeping financial records up-to-date.
  • Reconciled all company accounts, including credit cards and expenses.
  • Communicated with suppliers to reconcile invoice payments.
  • Applied mathematical abilities on daily basis to calculate and check figures in all areas of accounting systems.
  • Applied proper codes to invoices, files and receipts to keep records organised and easily searchable.
  • Worked with accounts systems such as Sage to raise invoices for payment.
  • Resubmitted overdue invoices and confirmed payment receipts.

Cruise & Operations Consultant

Scenic & Emerald Cruises
Manchester
08.2022 - Current
  • Currently I work for a luxury cruise line providing top customer service for clients and travel agents.
  • I answer calls relating to our product and help out customers/ agents find exactly what they are looking for.
  • I have to effectively communicate with my team, as I am a remote worker, we have got to be more vocal if we have any issues relating to training that we need to help within our job roles.
  • We go through policies to get onto our ships after Covid we do have restrictions that we have got to advise of.
  • I have to offer excellent customer service and advice on every call.
  • Promote seasonal travel offers and upsold additional tours and experiences.
  • I have gone through leadership training for future promotions.

Education

NVQ Level 1 - Travel & Tourism

Barrhead Travel
Irvine
07.2019

Scottish Qualifications Certificate - Interior Design

City of Glasgow College
Glasgow
08.2014 - 05.2015

Garnock Community Campus
North Ayrshire
05.2014

Skills

  • Multitasking Abilities
  • Decision-Making
  • Emotional support
  • Reporting and documentation
  • Data management
  • Ability to prioritize
  • Motivational leadership style
  • Event coordination
  • Account reconciliation
  • Presentation design
  • Employee management
  • Accounts reconciliation
  • Accounts Payable/Accounts Receivable

Timeline

Cruise & Operations Consultant

Scenic & Emerald Cruises
08.2022 - Current

Finance Assistant

Stewart Travel
06.2021 - 07.2022

Sales Consultant

Hays Travel
01.2021 - 06.2021

Sales Floor Agent

Smyths Toys Superstores
10.2020 - 12.2020

Cruise Consultant

Travel 2
10.2018 - 10.2020

Team Leader

Barrhead Travel
07.2015 - 10.2018

Scottish Qualifications Certificate - Interior Design

City of Glasgow College
08.2014 - 05.2015

NVQ Level 1 - Travel & Tourism

Barrhead Travel

Garnock Community Campus

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Kelsey Sutherland