LAURA MCMURNIMAN
Fleet,United Kingdom
Summary
Forward thinking, results-driven leader with a strong history of improving customer service to deliver business growth. Expertise in travel and BPO sectors, effectively managing cross-functional teams to achieve and surpass goals. Proficient in identifying opportunities that align with organisational objectives, resulting in measurable performance enhancements. Committed to creating a customer-centric environment that prioritizes service excellence.
Overview
21
21
years of professional experience
Work history
Senior Manager, Guest Services
Carnival UK
Southampton
07.2021 - Current
- Accountable for omni-channel Contact Centre of 400 FTC employees, covering Sales, Support, and B2B teams, ensuring operational excellence and service delivery.
- Delivered CCO transformation program, driving strategic change across customer experience, operational processes and technology.
- Consistently exceeded revenue targets through strong sales conversion and strategic performance management
- Launched outbound sales teams, generating £10M net revenue in its first year and creating a new booking channel for P&O Cruises and Cunard
- Enhanced employee experience, increasing ENPS from negative figures to +35 and rising through improved communication, engagement, and leadership initiatives.
- Owned recruitment and talent strategy for large-scale teams, ensuring high-quality acquisition and retention.
- Designed and implemented communication frameworks to improve transparency, alignment, and engagement across departments.
- Improved service delivery through targeted AI pilot programs.
- Champion customer-centricity, implementing guest feedback across all contact channels and introducing 360° guest follow-up processes to strengthen loyalty and satisfaction.
SENIOR MANAGER - SERVICE DELIVERY (Promoted)
Corduent
Guatemala
09.2019 - 07.2021
- Managed team of over 200 FTEs across all customer contact points for Royal Caribbean International in Australia, Singapore, and LCAR.
- Enhanced performance GIs for multi-channel contact centres through strategic improvements.
- Identified areas for enhancement and executed changes to achieve KPIs.
- Delivered income and engagement targets aligned with organisational objectives.
- Mapped stakeholders to strengthen relationships and facilitate effective communication.
- Successfully rolled out critical projects to drive operational success.
- Maximised profits and surpassed P&L goals by managing operations effectively.
- Initiated cost-effective strategies to address operational inefficiencies and promote continuous improvement.
CUSTOMER OPERATIONS MANAGER (Promoted)
Royal Caribbean International
Weybridge, Surrey
01.2017 - 01.2019
- Facilitated operational delivery of contact centre services through effective performance management of supplier SLAs.
- Prepared annual operating plans aligned with brand fulfilment and growth strategies.
- Monitored Customer Satisfaction scores within UK market to drive improvements.
SENIOR GUEST TRADE SERVICE EXECUTIVE (Promoted)
Royal Caribbean International
Weybridge, Surrey
01.2016 - 01.2017
ESCALATIONS & INCIDENT EXECUTIVE (Promoted)
Royal Caribbean International
Weybridge, Surrey
01.2013 - 01.2016
AIR SUPPORT SUPERVISOR
Royal Caribbean International
Weybridge, Surrey
01.2008 - 01.2013
TRAVEL SPECIALIST
Lastminute.com
Woking, Surrey
01.2005 - 01.2007
Education
A-Levels -
Farnham College
SurreyGCSEs -
Ash Manor School
Aldershot, HampshireSkills
- Behavioral Science
- Project Delivery
- Budget Control Management
- Organisational Change & People Transformation
- Contract Negotiation
- Process improvement
- Operations Management
- Effective mentoring
- Change implementation
- Knowledge of crm software
- Engagement Leadership (EEG Chair for P&O Cruises)
- Public speaking
Websites
OVERVIEW
- Skilled team leader with exceptional ability to delegate, motivate and communicate.
- Establishing processes to provide consistently high levels of customer service cost-effectively.
- Strong track record in identifying challenges and limitations, possessing the adept ability to solve problems strategically.
References
References available upon request.
Timeline
Senior Manager, Guest Services
Carnival UK
07.2021 - Current
SENIOR MANAGER - SERVICE DELIVERY (Promoted)
Corduent
09.2019 - 07.2021
CUSTOMER OPERATIONS MANAGER (Promoted)
Royal Caribbean International
01.2017 - 01.2019
SENIOR GUEST TRADE SERVICE EXECUTIVE (Promoted)
Royal Caribbean International
01.2016 - 01.2017
ESCALATIONS & INCIDENT EXECUTIVE (Promoted)
Royal Caribbean International
01.2013 - 01.2016
AIR SUPPORT SUPERVISOR
Royal Caribbean International
01.2008 - 01.2013
TRAVEL SPECIALIST
Lastminute.com
01.2005 - 01.2007
A-Levels -
Farnham College
GCSEs -
Ash Manor School