Maria Hilton

• First point of contact for customers, took incoming calls and responded to customer emails.
• Regularly tested the booking tool, ensuring everything is working correctly.
• Upsold HRG hotel rates, won internal competitions for highest upseller.
• Reported any website errors/bugs to the site developers.
• Dealt with client complaints.
• Resolved issues such as flight delays and hotel over bookings.
• Assisted clients with booking difficulties.
• Strong knowledge of clients contract policies.
• Dealt with Air, Rail & Hotel companies directly.
• Trained to use the GDS Galileo system.
• Attended events hosted by airlines and hotel chains.
  

Founded a successful online headwear business after noticing a gap in the market.

• Provided exceptional customer service and handled challenging situations with ease.
• Sourcing new products from suppliers
• Marketing on social media and creating content
• Accepting orders while discussing customer needs
• Attending supplier trade shows
• Researching competitors and making sure products on sale are up to date with recent fashion trends
• Year to year business growth

• Consistently achieved and exceeded monthly sales targets including finishing 2022 at 125% of the target.
• Spoke to 20-25 customers via telephone per day, creating meaningful events. Some days meeting customers face to face.
• Delivered the highest monthly sales in the division for April/September & December 2022
• Achieved 25% growth in insert sales compared to PYTD and surpassed DQI targets by reaching 67% in 2021.
• Increased top 40 customer account spending by 48% through systematic account development
• Provided comprehensive training to new starters on product portfolio, applications and situational selling techinques.
• First person in the division to sell PLT 300 Layout device (£18,000) only 3 were sold in the UK in 2021.
• Expanded market share of tools, inserts, fixings and fire stopping products through personalised system pricing agreements and customer focused selling.
• Collaborated with local engineers and project managers to support complex projects

• Negotiated favourable terms with suppliers and partners.
• Implemented seasonal and special discounts.
• Monitored competitor activity.
• Organised trade shows and exhibitions.
• Managed sales pipeline efficiently, meeting targets.
• Customised customer experiences to build brand loyalty.
• Picked up additional tasks to aid team success.
• Maximised customer engagement and satisfaction by delivering excellent customer service.
• Engaged with customers to better understand needs and deliver excellent service.
• Monitored team performance, identifying areas for improvement and implementing corrective actions.
• Resolved conflicts within the team.
• Resolved complex customer enquiries, disputes and complaints.