Lorraine McGrory

• Managed high volume calls whilst maintaining superior customer service standards.
• Handled escalated issues proficiently thereby limiting potential damage to business relationships.
• Developed effective rapport with customers, fostering a supportive environment during interactions.
• Communicated effectively with customers, providing clear and concise information.
• Participated in regular training sessions to stay updated on product features and offerings.
• Improved customer satisfaction by handling customer inquiries promptly and effectively.

Streamlined office procedures and policies to support efficiency and accuracy.

Answered phone calls and managed inquiries from customers and vendors.

Processed invoices, payments and incoming and outgoing mail.

Administered bookkeeping functions to generate invoices and handle accounts payable and receivable.

Established and maintained working relationships with internal and external customers

Responsible for maximising sales opportunities through excellent product knowledge, customer service and the control of stock.

Recruit, select, develop and retain appropriate team members.

Monitor and control store budgets, including reserve stocks, labour expenditure and petty cash.

Ensuring best practice is used to deliver excellent operating standards throughout the store in relation to merchandising, housekeeping and promotional implementation.

Leading by example, demonstrating excellent customer service and always proactively seeking opportunities to assist customers

Act as a role model throughout the store promoting excellence in execution, customer focus and team work and showing integrity at all times.

Lead, motivate and help others to succeed.

Actively identify and develop the skills and activities of others, at all levels, to sustain the area succession plan through the talent pool.

Demonstrate all elements of ACE(Amazing customer experience) showing commitments to customer service, focusing on the emotion of the sale, engaging customers and dealing with their needs.

Design and deliver a store action plan to achieve sales targets, KPI's and store standards.

Forecasting of sales revenue and planning of marketing strategy.

Provision of weekly, monthly and yearly wage forecasts.

Management of day to day running of department and ensuring customer needs are met.

Updating website and agent sites with ever changing hotel availability.

Ensuring agent and customers receive confirmation of reservations.

Directed daily branch operations, leading the team to exceed monthly sales goals.

Responsible for the effective recruitment, induction and development of staff.

To promote high standards of customer care at all times.

To ensure efficient stock management, cost and budget control.

Reviewed employee job performance and contribution during performance appraisal.