Rachael Russell
Gorleston,Norfolk
Summary
Supportive and organised Administration and Customer Service professional with extensive experience helping customers understand processes, resolve issues and navigate systems with confidence. Taking a calm, practical approach to busy workloads and enjoy making things easier for people, whether that's talking them through a task step‑by‑step, handling enquiries, or keeping day‑to‑day office operations running smoothly. Confident across phone, email and online communication, with strong attention to detail, accurate data handling and the ability to learn new systems quickly. Known for being approachable, reliable and focused on providing clear, helpful support.
Overview
24
24
years of professional experience
7
7
years of post-secondary education
Work history
Personal Travel Consultant (self-employed)
Hays Travel
Sunderland
2022.09 - 2026.02
- Managed end-to-end customer journeys from initial enquiry through to post-travel support.
- Managed high volumes of inbound enquiries via email, phone, and social media.
- Coordinated bookings, documentation, payment schedules, and supplier communication.
- Built strong client relationships, leading to repeat business and customer trust.
- Resolved customer issues including cancellations, delays, and changes, maintaining a calm and solution-focused approach.
- Ensured all customer information and booking details were accurate, checking thoroughly to prevent errors and additional costs.
- Prioritised and managed multiple tasks and enquiries simultaneously, ensuring timely responses and follow-ups.
- Maintained organised records and used systems to track bookings and client information.
- Identified and implemented more efficient ways of managing enquiries and workload.
- Utilised social media platforms for effective brand promotion and customer engagement.
- Identified new business opportunities to increase revenue.
- Created and scheduled content, maintaining consistent communication with customers.
- Self-taught use of digital tools, platforms, and basic analytics to support business growth.
- Confirmed payment of deposits from clients before commencing with bookings.
- Researched accommodation options to provide choices for varying tastes and budgets.
- Explained benefits of purchasing travel insurance with clients to boost Average Transaction Value.
- Coordinated with suppliers to secure best rates and services.
- Assisted customers with all aspects of travel planning leading to successful holidays.
- Conducted thorough market research to maintain advanced knowledge on top destinations and travel trends.
- Promoted seasonal travel offers and upsold additional tours and experiences.
Customer Services Executive
Great Yarmouth Racecourse
Great Yarmouth, Norfolk
2013.02 - 2016.05
- Managed inbound calls, emails, and face-to-face customer enquiries.
- Processed bookings for hospitality packages, events, and ticket sales.
- Ensured accuracy of all bookings and customer data.
- Supported busy event days, handling queries from customers, owners, and trainers in a fast-paced environment.
- Assisted with onboarding-style processes for bookings and event attendance.
- Supported marketing with data handling, proofreading communications, and managing mailing lists.
- Maintained and updated customer databases (over 1,200 members)
- Boosted customer engagement with effective management of all social media platforms.
- Managed difficult situations for positive outcomes.
- Offered additional products and services to boost company sales.
- Responded to customer queries and provided excellent customer service.
- Explained benefits and advantages of different product and service offerings to customers.
- Updated customers on special offers and promotions for increased revenue.
- Operated switchboard systems successfully to manage high call volumes.
Customer Services Rep (seasonal)
Virgin Wines
Norwich, Norfolk
2012.11 - 2012.12
- Responded to customer enquiries via phone and email.
- Processed and tracked orders, ensuring accurate and timely updates.
- Delivered consistent, high-quality customer service on a busy shop floor.
- Assisted customers in making informed decisions by providing detailed product information.
Sales Assistant
NEXT Retail
Lowestoft, Suffolk
2009.05 - 2010.12
- Assisted customers with enquiries, orders, and complaints.
- Coordinated stock requests and liaised with other stores.
- Delivered consistent, high-quality customer service on a busy shop floor.
- Fostered a welcoming store environment by maintaining clean and well-organised displays.
- Assisted customers with product selection for optimal satisfaction.
- Managed till operations smoothly, reducing waiting time for customers.
- Updated product labelling and pricing to reflect discounts and offers.
Various Roles
CLS Offshore Ltd
Great Yarmouth, Norfolk
2002.02 - 2009.04
- Progressed through multiple roles including Reception, HR Assistant, Training Coordinator, and Project Assistant.
- Managed data entry, document control, and record keeping across departments.
- Maintained spreadsheets, databases, and compliance documentation.
- Coordinated logistics, training, and communication between teams.
- Ensured accuracy and organisation of sensitive and operational information.
- Supported projects by maintaining documentation and tracking progress.
- Successfully delivered on tasks within tight deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Provided timely support and assistance to Project Manager, leading to successful project completions.
- Assisted in creating and updating project documentation templates.
- Registered visitors, guests and contractors upon arrival, providing access passes.
- Photocopied and printed presentations and reports for meetings.
- Booked flights and hotels for domestic and international meetings.
- Sourced and ordered office supplies within allocated budget.
- Screened incoming phone calls and relayed detailed messages.
Education
GNVQ - Health and Social Care Intermediate Level
Great Yarmouth College
Great Yarmouth 1998.09 - 1999.07
BTEC National Diploma - Childhood Studies
Great Yarmouth College
Great Yarmouth, Norfolk 1999.09 - 2001.07
GCSEs -
Cliff Park High School
Gorleston-on-Sea, Norfolk 1994.01 - 1998.01
Skills
- Customer support & client care
- Clear written and verbal communication
- CRM software management
- Problem solving and issue resolution
- Attention to detail and accuracy
- Organisation and prioritisation
- Managing high‑volume workloads
- Administrative support & data entry
- Working independently and remotely
- Building rapport & creating positive customer experiences
- Adaptability and quick learning
- Relationship management
- Social media management/marketing (merged)
- Microsoft Office Suite
- GDPR compliance awareness
Additional Information
Between 2016 and 2022 I took a planned career break for childcare and family responsibilities, before re-entering work through self-employment.
References
References available upon request.
Timeline
Personal Travel Consultant (self-employed)
Hays Travel
2022.09 - 2026.02
Customer Services Executive
Great Yarmouth Racecourse
2013.02 - 2016.05
Customer Services Rep (seasonal)
Virgin Wines
2012.11 - 2012.12
Sales Assistant
NEXT Retail
2009.05 - 2010.12
Various Roles
CLS Offshore Ltd
2002.02 - 2009.04
BTEC National Diploma - Childhood Studies
Great Yarmouth College
1999.09 - 2001.07
GNVQ - Health and Social Care Intermediate Level
Great Yarmouth College
1998.09 - 1999.07
GCSEs -
Cliff Park High School
1994.01 - 1998.01