Lucy Curtis
Southampton,Hampshire
Summary
Customer service professional with 20 years of experience in delivering exceptional service and resolving customer issues efficiently. Proven track record of enhancing customer satisfaction and loyalty through effective communication and problem-solving skills.
Overview
27
27
years of professional experience
Work history
Air Operations Coordinator
Norwegian Cruise Line
Southampton, Hampshire
2023.03 - Current
- Handled incoming calls promptly while maintaining exceptional customer service levels.
- Issued all airline tickets for groups, allocations, nett, IT/BT/CAT 35 and published fares according to airline contracts through GDS Amadeus.
- Managed emergency situations with composure, prioritising customer and business needs.
- Searched and booked flights with best connections, including low-cost options and scheduled carriers.
- Collaborated with colleagues to manage excess workload.
- Maintained focus and efficiency while working under high-pressure conditions.
- Responded promptly to emails from customers and partners.
- Processed special requests, including medical needs, through GDS system.
- Demonstrated flexibility by working additional hours during emergencies.
- Daily tasks and communication used through Excel, Outlook, Teams , OneNote
Home Ownership advisor
Abri Homes
Eastleigh, Hampshire
2022.11 - 2023.03
- Responding to telephone calls, delivering accurate information and outstanding customer service.
- Coordinated letting viewings while accurately recording relevant information.
- Registered interest and generated leads for sales executives.
- Responding to emails as part of administration task to meet service level agreements.
- Working as part of team
- Building rapport with other areas of business
- Managed multiple tasks efficiently
Help to Buy Agent
Abri Homes
Eastleigh, Hampshire
2020.08 - 2022.11
- Delivered exceptional customer service by answering calls and providing accurate information.
- Working as part of team
- Administration work which involves emails and webchat
- Conducted administrative tasks, including managing emails and adhering to Homes England Guidelines.
Flight Helpdesk Senior Advisor
Carnival UK LTD
Southampton, Hampshire
2017.04 - 2020.06
- Resolving flights specific complaints at first point of contact within agreed budgetary limits
- Provide support for flight bookings or amendments in emergency situations
- Supported flight bookings and amendments during emergency situations.
- Trainer of all new starters within flights team for GDS Amadeus , administration duties and all other areas of job itself
- Answered customer and supplier phone calls, ensuring exceptional service quality.
- Liaised effectively with airlines and travel agents to build strong relationships.
- Provided timely feedback upon request while adhering to strict timescales.
- Addressed customer emails within required response times.
- Assisted colleagues with escalated calls, ensuring swift resolutions.
Flights Advisor
Carnival UK LTD
Southampton, Hampshire
2003.03 - 2017.04
- Knowledge of GDS Amadeus system
- Delivering exceptional customer service by telephone , in call centre environment.
- Booked flights correctly on system within company contracts using BT/IT/NETT fares and published rates, adhering to company policies.
- Responded promptly to inquiries from customers and travel agents via email.
- Maintained comprehensive knowledge of airlines and airport codes.
- Managed emergency situations effectively, maintaining calmness and demonstrating quick decision-making to resolve issues.
- Actioned medical and standard special requests using GDS system.
Business Travel Consultant / Travel Consultant
American Express Travel
Southampton, Hampshire
2001.11 - 2003.03
- Booking flights for business travellers to worldwide destinations and issue of tickets
- Knowledge of Amadeus GDS system
- Communicated with clients via face-to-face, telephone, and email interactions.
- Meeting sales targets
- Developed loyal client base by delivering exceptional service and expertise.
- Working as part of team
- Representing company front of house, being friendly and approachable
Holiday Representative
Club 18-30
Ibiza
1999.05 - 2001.06
- First point of contact for all guest inquiries.
- Greeting guests professionally to foster welcoming atmosphere.
- Resolved guest complaints in person, ensuring satisfactory experience.
- Increased customer satisfaction by resolving issues.
- Managed smooth operations of excursions to ensure seamless experiences.
- Day to day selling of excursions
- Public speaking
- Maintained composure in emergency situations, making timely decisions.
Education
GCSEs - English , Maths plus 6 other subjects
Raynes Park High School
UKSkills
- Organisational skills
- Attention to detail
- Multitasking abilities
- Customer service
- Team player
Affiliations
- Spending time with my husband and three children, I also enjoy socialising with friends and walking our family dog in the New Forest.
Timeline
Air Operations Coordinator
Norwegian Cruise Line
2023.03 - Current
Home Ownership advisor
Abri Homes
2022.11 - 2023.03
Help to Buy Agent
Abri Homes
2020.08 - 2022.11
Flight Helpdesk Senior Advisor
Carnival UK LTD
2017.04 - 2020.06
Flights Advisor
Carnival UK LTD
2003.03 - 2017.04
Business Travel Consultant / Travel Consultant
American Express Travel
2001.11 - 2003.03
Holiday Representative
Club 18-30
1999.05 - 2001.06
GCSEs - English , Maths plus 6 other subjects
Raynes Park High School