Mika Warner-Wright
Lowestoft
Overview
7
7
years of professional experience
Work history
Portfolio Account Manager
Awaze Vacation Rentals
Lowestoft, Suffolk
10.2022 - Current
- -Delivering insightful details and top level customer data, focussed directly on customer feedback ranging from complaints through to review data as a performance analysis tool.
- -Relationship building, working with a group of 20 key park management teams to target areas of strength and those in need of focus and development all geared towards delivering top rated guest experience.
- -Presenting and relaying of data, not only obtaining but utilising and present statistics and analytics to wide range of ability and understanding personnel.
- -Internal training delivered to drive brand awareness and commercial performance.
- -Sales/incentives- co-ordinated with internal and external parties to create and engaging experience with sales teams to push commercial performance via a contact centre up by 33% an increase of £284,000.
- -Product presentation and marketing, a combination of visual and literary changes to the product listings deployed across a portfolio of c.1500 accommodations.
New Owner Account Manager
Cottages, com, Awaze Vacation Rentals
Lowestoft
03.2021 - Current
- Managing the realtionship of c.250 property owners with Awaze Vacation rentals, totalling a maxiumum of 400+ indiviudual properties
- Specialising in soft skills, to deliver performance feedback, analytical data based on market trends, at both a broader national but also regional level
- Proactive and critical thinking to help deliver quality service to self catering holiday let owners, including being a point of contact for those who are first time owners to those who have been letting for many years, pulling from a knowledge base of customer based expertise.
Customer Operations Trainer
Awaze Vacation Rentals
Lowestoft
09.2019 - 03.2021
- Providing engaging and innovative training across a variety of topics, focussing on process understanding and developing soft skills to enhance guests experience and agent performance
- Developing a new Covid 19 training strategy which took on challenges based on learning styles, accessibility to trainees and time limitations, which resulted in a previous programme of 10 days being condensed down to 5
- 21 consecutive inductions to replace a full contact centre of staffing based on customer demand for holidays and situational developments which required increased contact centre staffing
- Being the youngest member of the company to be handed a training position, and then being a central part of the department to cover a number of areas including products, service, existing skill development and agent performance.
Hoseasons reservations consultant
Hoseasons
06.2016 - 09.2017
- Remaining 6 months of the year
- Setting the revenue target record for a full time agent up until 2018, with £2.25 Million gross revenue taken against a £1.5 Million annual target, also having the highest comission earned over the same period, including individual records for Mothly and weekly earnings
- Being moved on to the specialist department, which took on additonal responsibility as european, boating and european boating holidays became a fixture of booking oppurtunities
- Being the Lead booking converter for boating holidays over the time span since joining the department to leaving the team
- Lowestoft
- First career opportunity whilst also managing a 6th form educational needs
- Working on individual targets with tight weekly deadlines to earn booking commissions and avoiding being placed on performance review plans
- Being fresh to an industry having to go through a full training induction and taking on a number of new skills and processes focussing on IT,
- Geography, soft skills and customer buying habits
- Kearning how to lead calls and coversations towards a recognised and measurable goal
- Achievements -Having grossed £2.25 million in revenue from a contact centre sales postion vs a target amount of £1.5 million for one years sales
- Being the youngest member of the learning and development team (training), a role where experience, understanding, soft skills and paitence are particulaurly valued and of importance
- Providing 21 consecutive inductions of new staff members to Awaze, at no stage have so many been run throughout the year or in such a condensed
Education
Lowestoft 6th form college
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Kirkley High School/Eastpoint Academy
Accomplishments
- March 5th, 1997
- Provisional/Test Stage
- Skills
- Soft Skills- Focussing on rapport building and relationship management
- Process orientated and data lead-
- Interpreting market trends and performance analytics.
Additional Information
- properties. -Captaining my amateur sports teams, where many members of the team are more senior than myself.
Timeline
Portfolio Account Manager
Awaze Vacation Rentals
10.2022 - Current
New Owner Account Manager
Cottages, com, Awaze Vacation Rentals
03.2021 - Current
Customer Operations Trainer
Awaze Vacation Rentals
09.2019 - 03.2021
Hoseasons reservations consultant
Hoseasons
06.2016 - 09.2017
Lowestoft 6th form college
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Kirkley High School/Eastpoint Academy
Interests
Hobbies
, Football- Captaining a local side
based in Wrentham.
Darts- Captaining a team based
in Lowestoft, playing as both an
individual or part of a team.
Psychology (Criminal) - reading,
podcasts or audiobooks, I
greatly enjoy learning about why
people do what they do.
Documentaries, on a wide range
of topics from Science and
Nature through to sports or
History, I enjoy learning and also
comprehending.
Hoseasons reservations consultant Jul 2017 - Sep 2019
Awaze Vacation Rentals, Lowestoft
Interests
Hobbies
, Football- Captaining a local side
based in Wrentham.
Darts- Captaining a team based
in Lowestoft, playing as both an
individual or part of a team.
Psychology (Criminal) - reading,
podcasts or audiobooks, I
greatly enjoy learning about why
people do what they do.
Documentaries, on a wide range
of topics from Science and
Nature through to sports or
History, I enjoy learning and also
comprehending.
Hoseasons reservations consultant Jul 2017 - Sep 2019
Awaze Vacation Rentals, Lowestoft
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