Mason Shirley

• Actively supporting our Team Leaders in the day-to-day operation of the Pre-Departure Service department.
• Acting-up for Team Leaders when required.
• Orchestrating monthly Development sessions for progression of Advisors within Pre-Departure Service & Virgin Atlantic Holidays.
• Coaching our Advisors based on CSAT feedback and making sure we are consistently supporting them to hit their monthly target.
• Monitoring our key metrics and driving them forward.
• Organising training sessions for improved team performance and areas of team-wide knowledge gaps.
• Being involved in projects of substantial change and assisting coordinating the roll-out of these changes to the Pre-Departure Service team.

• Taking inbound calls from new and existing customers, booking flights, assisting in any queries, and engaging with our frequent flying members.
• Offering our customers irresistible, effortless, and memorable experiences, providing advice and guidance to help them find the right product that suits their needs.
• Ensuring high levels of attention to detail and providing accurate information, to minimise the need for the customer to contact us again.
• Maximising revenue at every opportunity, by listening to customers and their needs.
• Attending and contributing in team meetings and briefings. Sharing and receiving best practice with colleagues.
• Proactively ensuring that your individual coaching objectives are met and that your skill levels are constantly developed.
• Assist with queries and complaints generated and offering quotes for changes to existing arrangements
• Up-selling where appropriate to generate additional revenue
• Actively contact customers in response to customer service questionnaire replies
• Respond to customer correspondence, including complaints within industry guidelines and our internal timelines
• Arrange compensation where applicable, in line with booking conditions and request refunds in respect of cancellations

***Development Opportunity***

• Spreading the magic of Disney throughout Virgin Atlantic Holidays.
  Continuously developing and improving the product knowledge of Walt Disney World & Disney Cruise Line among Personal Holiday Advisers in Pre-Departure Service.
• Providing the Customer Centre with the most up to date information regarding Walt Disney World & Disney Cruise Line.
• Regularly meeting with Disney's Business Development Managers & Executives virtually and at the Disney HQ in Hammersmith, London to help maintain a continuous communication loop between Disney Destinations & Virgin Atlantic Holidays' Customer Centre.
• Playing a key role in maintaining Virgin Atlantic Holidays position as the number-one UK tour operator to Walt Disney World.
  
  This additional role was a one-year placement and was in conjunction with my ‘Contracted Role' as a Personal Holidays Advisor.

***Development Opportunity***

• Be accountable for helping to facilitate training content both digitally and in a classroom environment.
• Developing individuals' skills and being accountable for setting great Virgin Values and behaviours as an ambassador for the company.
• Being accountable for welcoming new recruits into the business and making sure they feel fully supported throughout their training period before they join their individual teams in the Customer Centre
• Regularly meeting with the Master Trainer to help maintain a continuous feedback loop during training courses
• Completing a feedback evaluation after each course that is delivered and report back on the progress of the delegates
• Identifying and feedback any issues and trends with delegates so these can be addressed
  
  This additional role was in conjunction with my ‘Contracted Role' as a Personal Holidays Advisor.