Reide Silcock
Walsall
Summary
Seasoned Business Travel Consultant with a knack for creating seamless travel experiences and optimising client satisfaction. Skilled in managing complex itineraries, negotiating favourable rates, and implementing travel policies that enhance efficiency.
Known for boosting client retention through exceptional service and strategic travel planning.
Offering strong organisational skills and keen eye for detail, combined with excellent communication and customer service abilities. Knowledgeable about travel booking systems and adept at handling multiple tasks simultaneously.
Overview
13
13
years of professional experience
7
7
years of post-secondary education
Work History
Business Consultant Client Lead
Reed & Mackay
- 02.2025
- Provided high-touch, client-focused travel management services, building strong client relationships and delivering tailored solutions to meet complex travel requirements
- Managed full client portfolios, ensuring compliance with travel policies, cost-efficiency, and enhanced traveller experiences
- Expert in air, rail, car rental, hotel, and ferry reservations, leveraging GDS (Sabre, Galileo, Amadeus) and non-GDS channels for optimal outcomes
- Proactively identified cost-saving opportunities, monitored bookings, and advised clients on best practices
- Delivered first-line support for offline and online mixed-mode booking tools and ensured adherence to SLAs
- Maintained up-to-date knowledge of travel industry innovations, ticketing methods, and fare applications
- Demonstrated operational excellence through innovative problem-solving, cross-department collaboration, and a consultative approach
- Achieved exceptional client satisfaction with a commitment to continuous improvement and operational compliance
After Sales Customer Care Consultant
World Travel Holdings Cruise118 and Six Star Cruises
02.2022 - 11.2022
- Working at Cruise118 has been a great challenge coming out of the pandemic and a real learning curve which I have thoroughly enjoyed!
- Working remote as part of a call centre in the after sales department, I have to bring energy, excitement and vigour to every customer interaction
- Fully understanding the needs of each customer through listening and building rapport
- Our main aim is one call resolution, so that we can service our customers during one call to the centre
- With my previous experience in the travel industry, I was lucky enough to be moved to the amendments and cancellations team, meaning I was able to manage my own workload; as well as my teams
- To ensure all bookings affected by cancellations are dealt with in a timely manner
Customer Service Representative
LV= Birmingham City Centre
09.2020 - 01.2022
- As a customer service representative at LV= my main role is taking calls from a variety of customers about everything from insurance quotes to policy renewals and complaints
- I must Truly understand customers needs and help them with any adjustments to their policies such as; payments, changes of address, adding and removing cover and helping to resolve any issues in the best way possible
- During my time at LV I have completed a level 2 underwriting licence which allows me to add or remove additional products and services from our customers policies
- Like most call centres, every single call is different and I have learnt to work in a fast past environment whilst working remotely, understand what matters to customers and commit to doing the right thing by them every time
Worldwide Travel Consultant
Flight Centre
Birmingham, B2
07.2017 - 09.2020
- As a Travel Consultant, I'm at the forefront of the inspiring world of travel
- My main responsibilities are to sell all different types to travel to my clients, helping them to reach the destinations they want to experience as well as some others they perhaps hadn't thought of
- I manage all aspects of their trip from start to finish, doing so using the most amazing customer service skills I have learnt during my time in the tourism industry
- As well as balancing the retail side of Flight Centre, I have begun building my own portfolio of business clients which consist of Art Galleries, publishers and engineering companies which I book all their travel needs
- This has been a fantastic opportunity for me to grow my corporate travel clientele and offer an all-round service as a travel agent
- I have completed the mandatory apprenticeship scheme with flight centre, an exciting introductory year into the world of the Flight Centre Travel Brand
- I have learnt every product type inside-out, ensuring I am becoming an expert in my field
- From our retail brand to the corporate side of travel
- Using these key skills to really grow my business and create clients for life
- During my 3rd year at Flight Centre, throughout the COVID19 crisis, I have been seconded from the sales team to the Customer Relations department
- I have thoroughly enjoyed my experience learning new skills such as resolving complaints in a timely manner, handling the concerns of our travellers and above all, always providing excellent customer service
Travel Advisor
Midcounties Co-operative Travel
Sutton Coldfield, B72
02.2014 - 07.2017
- As a Travel Advisor I provide a range of activities such as advising on and booking holidays, taking payments, and maintaining and developing the standards of the workplace environment
- I must provide outstanding customer service ensuring that all reasonable customer requirements are met
- Maintain effective and up to date displays of brochures and promotional material
- I currently work on the branch Facebook page as a social media ambassador, updating the page with the latest offers, social media campaigns & interacting with customers
- I continue to develop my knowledge of the tourism industry by attending travel events and completing online training courses
- I ensure that all monies are balanced and banked promptly, I also work within the foreign exchange department; buying and selling currency & up-selling our travel money cards
- Pleasant polite and always professional whether face to face or via telephone
Head Airport Representative
Thomas Cook Overseas
Peterborough, PE3
01.2012 - 01.2014
- My main priority as a destination representative was to ensure that guests are enjoying their holiday and that everything runs as smoothly as possible for them
- As the public face of Thomas Cook, I had to create an excellent first impression and continue to provide outstanding customer service to guests throughout the duration of their stay
- I was based mainly at the airport for both destinations, Tenerife and Mallorca
- Whilst at the airport some duties included: Meeting guests at the airport, escorting guests to their accommodation, handling client issues, such as: lost luggage or passports, flight delays, coach strikes, weather conditions; resolving any conflict with or between guests
- I also had to establish and maintain excellent working relationships with local hoteliers, apartment owners, excursion agents and travel companies
- I had to have in-depth knowledge of the resort and the local area in order to answer any questions and accompany guests on excursions and act as a guide
Retail Assistant
Mccolls Newsagents
Birmingham, West Midlands
12.2011 - 02.2012
- I worked for Mccolls part time in-between College, I learnt many new skills there as I was customer facing i.e.: Performing cash transactions on the cash register
- I also helped restock the shop and keep it presentable to for all customers
Finance Writer
ScS Sofas
Wolverhampton, West Midlands
12.2011 - 02.2012
- My job role consisted of working within a team and interacting with customers
- Whilst I was there, I performed credit checks with customers, completed paperwork for sales teams and helped complete paperwork for the admin team
- This was my first customer service role, and I worked weekends and every bank holiday
- This role introduced me into the customer service industry, and I really gained a lot of insight in how to interact with clients and be at the forefront for a company
Education
GCSE - Mathematics, English Language, Religious Education, Science, Science Additional, BTEC Media National Diploma, BTEC Hospitality & Catering National Diploma
Stuart Bathurst RC High School
Wednesbury, WS 09.2005 - 09.2010
BTEC National Level 3 Diploma - Travel & Tourism, NCFE Cabin Crew Certificate, ESB Qualification, Ground Handling NCFE Certificate
Sandwell College
West Bromwich, West Midlands 09.2011 - 09.2013
Skills
- GDS Trained: Amadeus
- GDS Trained: Sabre
- GDS Trained: I-sell
- GDS Trained: back-office support systems
- Excellent communication skills
- Punctual and reliable
- Approachable and friendly
- Teamwork
- Organisational skills
- Computer literacy
- Technical literacy
- Planning and organizing
- Outgoing personality
- Licence 2 GI underwriting
Accomplishments
Currently enrolled into Reed & Mackay's Aspire 6-9 month leadership programme enabling me to grow my coaching and mentoring skills.
References
Available on request
Timeline
After Sales Customer Care Consultant
World Travel Holdings Cruise118 and Six Star Cruises
02.2022 - 11.2022
Customer Service Representative
LV= Birmingham City Centre
09.2020 - 01.2022
Worldwide Travel Consultant
Flight Centre
07.2017 - 09.2020
Travel Advisor
Midcounties Co-operative Travel
02.2014 - 07.2017
Head Airport Representative
Thomas Cook Overseas
01.2012 - 01.2014
Retail Assistant
Mccolls Newsagents
12.2011 - 02.2012
Finance Writer
ScS Sofas
12.2011 - 02.2012
BTEC National Level 3 Diploma - Travel & Tourism, NCFE Cabin Crew Certificate, ESB Qualification, Ground Handling NCFE Certificate
Sandwell College
09.2011 - 09.2013
GCSE - Mathematics, English Language, Religious Education, Science, Science Additional, BTEC Media National Diploma, BTEC Hospitality & Catering National Diploma
Stuart Bathurst RC High School
09.2005 - 09.2010
Business Consultant Client Lead
Reed & Mackay
- 02.2025
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