Summary
Overview
Work history
Education
Skills
Timeline
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Sarah Saunders

Watton At Stone,Hertfordshire

Summary

Diligent Admissions Officer with excellent customer centric approach and ability to learn new procedures and processes quickly. Always willing to go the extra mile for peers and prospects. I'm pursuing a new role where hard work and attention to detail will be highly valued. I am a confident, accomplished and responsible individual with considerable experience in customer service, administrative duties and retail travel management roles. I have a proven ability in customer service, client retention, account management, sales, audit and compliance. both professional and efficient, capable of acting on own initiative as well as being a good team player. Able to create a work environment with openness, honesty and trust. I enjoy working in a fast-paced environment, where exceptional customer service is the norm. I am capable of learning new skills and working outside of my comfort zone. Competent in using Word, Outlook, Excel and Sales force.

Overview

22
22
years of professional experience

Work history

Research and Information officer U11's

Hertfordshire County Council
Hertford, Hertfordshire
01.2023 - Current
  • To facilitate the u11's admissions process while ensuring a connected and seamless approach to the service for applicants across the admissions service.
  • To support and co-operate with the wider admission team to ensure the provision of an effective and efficient admissions service.
  • Build and maintain good working relationships with all internal and external colleagues including schools and head teachers and admission counterparts.
  • Ensure accurate input of applicant related data and correction of applicant information system; in preparation for school allocations.
  • Experience of prioritising and ability to balance a diverse workload while working with precision.
  • Working closely with senior school staff including head teachers to discuss and negotiate for schools to admit over their published admission number for exceptional cases.
  • To manipulate and provide readable statistics using Excel. To allow other teams including school planning to make any adjustments based on forecasts of geographical data.
  • Extensive experience of using Excel and MS word packages.


Transport and Admissions officer

Hertfordshire County Council
Hertford, Hertfordshire
04.2022 - 01.2023
  • I provide a fully integrated service to parents and schools that meets statutory requirements and the School Admissions Code and School Admissions Appeals Code.
  • Work in collaboration with other team members and departments.
  • Tasks include working across all points of admissions including reception, secondary transfer, infant to junior and in-year.
  • Allocating school places by ensuring applications are matched with available places in accordance with the determined Admission Arrangements.
  • I provide a pro-active, comprehensive, and a professional service to support applicants through the admissions process by phone and email.
  • I maintain a high level of accuracy and attention to detail and ensure I meet all deadlines.
  • I am responsible for assessing transport eligibility at both allocation stage and an ad-hoc basis.
  • I am competent at producing information packs for manager review panels.
  • I have clerked discretionary transport panels taking comprehensive notes of the discussions and provided the narrative wording for the parent outcome letters.
  • Processing and assessment of In Year applications



Customer Service Senior Executive

AA Cars
Ware, Hertfordshire
10.2019 - 04.2022
  • Providing accurate and efficient product and service support and to resolve any emerging issues quickly and effectively.
  • Retain and reverse cancellation of account by listening and using relevant tools to enhance customers experience.
  • Website design, system Word press and attaching website domains, creating email accounts.
  • Building sustainable relationships and trust with clients through open and interactive communication.
  • Account management to ensure client had personal contact.
  • Issued new clients with contract documentation within agreed timescales.
  • Improved training standards by evaluating and developing training processes through creating a training document.
  • Resolved client complaints effectively and efficiently, escalating to the supervisor where necessary for continued positive outcomes.
  • Informed customers of additional AA services, developing opportunities for sales revenue.
  • Developed and managed 35 car dealerships client relationships effectively through establishing and maintaining, strong relationships via telephone and email.
  • Alerted New business team to sales opportunities with clients, promoting company progress and profit growth.
  • Asked appropriate open-ended questions to discover prospects' needs and requirements.
  • Managed 4500 long-term customer relationships.
  • Boosted sales numbers with proactive account servicing and diligent relationship-building.
  • Consistently met and exceeded department expectations for productivity and accuracy levels.

Store Manager

Thomas Cook
Enfield / Epping, Greater London
01.2004 - 09.2019
  • Managed team of 16 travel consultants handling package and complex travel requirements.
  • Effective training, personal development plants and coaching led to 5 regional top sellers and 4 staff promoted to management positions.
  • Increased store annual turnover from 2.5 million to 4 million in 4 years.
  • Growth achieved due to understanding customer demographic and competitors' profiles.
  • Effectively handled complex customer complaints, liaising with customers and travel suppliers to provide prompt resolution.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Prepared, checked and coordinated documentation to support package holidays and bespoke tailor made component travel.
  • Used own expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty, leading to, 42% customer retention rate.
  • Selected due to service performance to assist Thomas Cook Sport with supporter transportation to Champions league final in Madrid.
  • Coached sales consultants in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings to 97.7% Net promoter score.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Increased profits through effective training and troubleshooting profit loss areas.
  • Oversaw, trained and encouraged apprentices, sales consultants & assistant managers, promoting culture of efficiency and performance.
  • Approved regular payroll submissions for 16 employees within SAP.
  • Maintained professional demeanour by staying calm when addressing unhappy or angry customers.
  • Directed training and retraining of employees to boost performance and enhance business results.
  • Managed internal operational standards and productivity targets for both revenue and net promoter scores.
  • Evaluated employee performance, monthly, quarterly and yearly basis and conveyed constructive feedback to improve skills. Setting smart objectives.

Education

Certificate of Higher Education - Fares and Ticketing

Enfield College
London
1996

Higher National Diploma - BTEC National Diploma Travel & Tourism

Enfield College
London
1994

GCSE -

Bullsmoor School
Enfield
08.1992

Skills

  • Customer centric approach, treating customers as individuals with a personal approach I don’t only listen to customer I hear them I consistently deliver above company expected levels of 90% net promoter scores, achieving 96% and retention KPI's
  • I have an empathic and patient approach this allows me to form a rapport and relationships effectively Experience handling challenging situations
  • Adaptability, to learn new job roles and tasks, within my current role I have learnt a new industry, processes including website design and website coding
  • Implement and maintain business processes which support the strategic direction of the business
  • Account management and CRM
  • Providing an exceptional level of customer service
  • Excellent knowledge of Word and Excel, Synergy, Salesforce, Hubspot, wordpress
  • Exceptional interpersonal communication skills
  • Able to build sustainable relationships and trust with clients through open and interactive communication Leading increased retention rate year on year
  • Excellent administrative skills, high level of accuracy
  • Ability to retain clients through listening, understanding and resolving issues quickly
  • Analytical thinker who is able to read data and make recommendations
  • Effective diary management and booking of domestic and international travel

Timeline

Research and Information officer U11's

Hertfordshire County Council
01.2023 - Current

Transport and Admissions officer

Hertfordshire County Council
04.2022 - 01.2023

Customer Service Senior Executive

AA Cars
10.2019 - 04.2022

Store Manager

Thomas Cook
01.2004 - 09.2019

Certificate of Higher Education - Fares and Ticketing

Enfield College

Higher National Diploma - BTEC National Diploma Travel & Tourism

Enfield College

GCSE -

Bullsmoor School

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