Pearl Hartley
Hyde,Cheshire
Summary
Dynamic professional with over a decade of experience in customer service and team leadership within the travel industry. Proven track record of driving sales and achieving KPIs, with a strong focus on team performance and customer satisfaction. Currently managing a high-performing team at Hays Travel, recognised as a Disney regional expert and achieving top sales figures in Greater Manchester. Committed to continuous improvement and fostering strong relationships with clients and suppliers.
Overview
9
9
years of post-secondary education
16
16
years of professional experience
Work history
Manager
Hays Travel
Denton, Greater Manchester
2022.08 - Current
- Delegated tasks efficiently to maximise productivity and sales.
- Coaching, influencing and developing a team of 7 on a daily basis to be ensure store targets are hit and incentives are earnt
- All staff hit their year target for the last financial year.
- Drove new business acquisition through strategic local networking, including wedding fairs and regional community events
- Liaised with suppliers to keep great relationships with them
- Organised morning or teams trainings with suppliers to keep the team up to date with new products, systems and build destination knowledge
- Enforced safety regulations to reduce workplace accidents
- Enhanced brand image with excellent customer service delivery.
- Improved overall branch performance through effective supervision and direction.
- Built strong rapport with customers and staff alike, encouraging open communication and feedback.
- Monitored industry trends to stay competitive in market offerings.
- Conducted regular staff meetings, improving internal communication.
- Maintained high service standards, resulting in repeat business.
- Handled complex itineraries, ensuring smooth travel experiences for clients.
- Serve as Regional Disney Lead, presenting actionable sales and strategies at manager meetings to drive regional destination revenue
- Lead monthly cross-store strategy sessions focused on Disney product knowledge and sales performance
Emergency call handler
North West Ambulance Service
Manchester, Manchester
2020.12 - 2022.08
- Provided immediate telephonic assistance in emergency situations; saved lives.
- Processed large volumes of calls daily whilst maintaining composure and professionalism
- Managed distressed situations calmly for smooth operation.
- Improved quality assurance by adhering strictly to procedures and guidelines.
- Handled high-pressure scenarios competently, provided excellent service under stress.
- Over 100 emergency calls taken in a 12 hours shift
Personal Travel Consultant
Hays travel
Hyde, Tameside
2018.12 - 2020.04
- Reviewed customer feedback to improve service quality continuously.
- Handled last-minute schedule changes to minimise disruption for clients.
- Used industry booking software to schedule appointments accurately and fast.
- Coordinated complex itineraries to keep client journeys running smoothly.
- Provided personalised travel advice to shape memorable holiday plans.
- Monitored industry trends to give accurate information and guidance.
- Applied knowledge of global destinations to recommend suitable options.
- Managed diverse client portfolios to encourage repeat bookings.
- Arranged travel details carefully to improve overall customer experience.
Customer Service Advisor
British Gas
Hyde, Tameside
2016.12 - 2018.12
- Built rapport with clients through empathetic handling of concerns.
- Enhanced brand loyalty, provided excellent service at all times.
- Logged customer complaints accurately, expedited corrective actions effectively.
- Monitored team's adherence to company policies, promoted a collaborative work environment.
- Handled high volume of calls daily for faster issue resolution.
Customer Service Manager
Thomas Cook
Trafford Park, Trafford
2016.07 - 2016.12
- Delivered exceptional service by addressing customer queries promptly.
- Maintained positive relationships through effective communication.
- Collaborated cross-functionally for seamless service delivery.
- Managed challenging situations to ensure customer satisfaction.
- Facilitated staff development with ongoing training initiatives.
- Raised company reputation with high-quality customer care.
Assistant Manager
The Co-operative Travel/Thomas Cook Denton/Hyde
Hyde, Tameside
2013.08 - 2016.07
- Increased staff productivity by providing comprehensive training programmes.
- Assisted in recruitment process to build an effective workforce.
- Handled stock control duties diligently preventing overstocking or shortages.
- Conducted team meetings on a regular basis, promoting open communication within the team.
Full time travel assistant
Co-operative Travel
Royton, Oldham
2010.07 - 2013.08
- Handled complex issues related to cancellations, refunds or itinerary changes professionally.
- Achieved customer satisfaction by providing personalised travel solutions.
- Designed bespoke holiday packages for creating unforgettable experiences.
- Promoted holiday packages on different platforms to increase visibility.
- Resolved complaints promptly, ensuring customer satisfaction.
Education
BTEC National Diploma - Travel and Tourism
Tameside College
Ashton-under-Lyne, Tameside 2008.09 - 2010.07
A/S level - Performing Arts, ICT
Ashton Sixth Form College
2007.09 - 2008.09
GCSE's - English Language, Mathematics, Science, Music, Religious Education, ICT, French
Longdendale Community Language College
2001.09 - 2007.09
Skills
- Travel arrangement expertise
- Travel regulations knowledge
- Target achievement
- Decision-making proficiency
- Team leadership
- Customer service excellence
- Motivation and initiative
- Social media advertising
- Performance management
- Effective listening skills
- Complaint resolution
Affiliations
- Travelling - I love to travel where ever and when ever I can. My wish list of countries to visit is endless
- Health & Fitness - I like to run long distances and strive for PBs as well as going to the gym and hiking with my dog.
- Outdoors - I love to be outdoors alone and with the children. Getting out and about in our free time is essential
Accomplishments
- For the last 2 years running I have achieved a golden ticket to attend the annual golden ticket event
- I over achieved in yearly sales target and KPIS
- My store over achieved on all sales target travel and forex and hit the majority of KPIS
- My regions was 2nd in the whole of Hays retails for our Disney Paris sales
- Our store last year also won 'Shop of the month' 2 months on the trot.
- 3 of my staff got to attend the Golden Ticket event this year
- Both of my apprentices passed with a double distinction
References
References available upon request.
Timeline
Manager
Hays Travel
2022.08 - Current
Emergency call handler
North West Ambulance Service
2020.12 - 2022.08
Personal Travel Consultant
Hays travel
2018.12 - 2020.04
Customer Service Advisor
British Gas
2016.12 - 2018.12
Customer Service Manager
Thomas Cook
2016.07 - 2016.12
Assistant Manager
The Co-operative Travel/Thomas Cook Denton/Hyde
2013.08 - 2016.07
Full time travel assistant
Co-operative Travel
2010.07 - 2013.08
BTEC National Diploma - Travel and Tourism
Tameside College
2008.09 - 2010.07
A/S level - Performing Arts, ICT
Ashton Sixth Form College
2007.09 - 2008.09
GCSE's - English Language, Mathematics, Science, Music, Religious Education, ICT, French
Longdendale Community Language College
2001.09 - 2007.09