Sam Robson
Salford,United Kingdom
Summary
Travel industry professional with over 15 years' experience spanning sales leadership, contact centre operations, B2B travel, and customer service. Experienced in both face-to-face and virtual environments, with a strong track record of building client relationships, leading teams, and delivering exceptional customer experiences. Currently leading a high-performing remote sales team, with a proven track record of developing people, driving commercial performance and building strong trade relationships. Having recently relocated to Manchester, I am now seeking a hybrid or on-site roles where I can bring operational expertise, collaborative approach and passion for delivering outstanding customer and business results.
Overview
14
14
years of professional experience
5
5
years of post-secondary education
Work history
Virtual Contact Centre Team Leader
Hays Travel
2026.02 - 2026.07
- Lead a high-performing virtual sales team within a fast-paced, target-driven environment, delivering exceptional customer experiences across inbound calls, live chat, website enquiries, and social media platforms.
- Drive team performance through coaching, mentoring, performance reviews, and motivational leadership while leading by example with consistently strong personal sales results. Build lasting customer relationships by identifying individual needs, providing tailored travel solutions, and using consultative selling techniques to maximise conversions and customer satisfaction.
- Demonstrate excellent communication, negotiation, organisational, and time management skills while managing multiple priorities in a remote working environment. Monitor sales performance, maintain accurate customer records, and ensure compliance with company procedures while fostering a positive, supportive culture focused on continuous improvement, collaboration, and delivering outstanding results.
- 6 months
Sales Team Manager
Gold Medal
Leyland
2025.03 - 2025.12
- Promoted to Sales Team Manager, leading a team of 10–15 travel consultants who reported directly to me. I was responsible for driving team performance, ensuring KPIs were consistently achieved, and fostering a high-performing culture through regular 1:1s, team meetings, coaching, and daily support.
- I also contributed to the wider call-centre strategy by identifying opportunities to enhance sales delivery, improve processes, and increase profitability. This involves maintaining strong working relationships with Trade Partnership Managers, the Product team, and the Fares team. Key activities included organising supplier training sessions, attending FAM trips to up-skill the team, and collaborating on new initiatives that streamline workflows and support booking conversions.
- This role has strengthened my capabilities in data analysis, strategic planning, negotiation, and product expertise—skills that continue to support my ongoing career development.
- 10 months
Travel Sales Consultant
Gold Medal
2022.03 - 2025.12
- I joined Gold Medal following a brief career break and returned to international travel sales, supporting travel agents across the UK and overseas on a B2B basis. My role involved handling inbound enquiries and creating tailored, end-to-end package holidays based on each customer’s needs, using strong listening and questioning skills to design accurate and personalised itineraries.
- My primary product focus covered long-haul destinations including the Middle East, Far East, Indian Ocean, Australia, and New Zealand, with additional experience supporting the Cruise Department, expanding my knowledge of the USA and Caribbean. I became highly proficient in the Galileo GDS system for managing flight details, holding seats, and confirming bookings.
- Working independently on a commission-based structure, I was responsible for developing strong relationships with travel agents, securing repeat business, and managing my own performance, targets, and commission. As part of a wider team, I also provided support during colleagues’ absences to ensure seamless service delivery and maximise booking conversions.
- 3 years 10 months
Customer Service Manager
Partington's Holiday
Blackpool
2020.07 - 2021.11
- As Customer Service Manager, I was responsible for the day-to-day operations and overall performance of the customer service centre. I demonstrated a strong customer-focused and solutions-driven approach, setting service targets, identifying areas for improvement, and supporting the development of my team.
- Through effective performance management, I trained, coached, and mentored team members to ensure alignment with company objectives and consistently high service standards. I oversaw call and email response times, ensuring all communications met agreed SLAs and were delivered to an exceptional standard. Where service levels fell short, I conducted 1:1s and provided targeted coaching to restore performance.
- Key responsibilities included conducting risk assessments and performance reviews, analysing and reporting on the call centre statistics and performance metrics, and preparing weekly board reports. I also managed staffing levels, schedules, and resource planning to meet operational demand.
- I promoted a safe, positive, and supportive working environment, ensuring full compliance with health and safety procedures, GDPR, confidentiality standards, and all company policies across the Customer Service Centre.
- 1 year 5 months
Customer Experience Team Leader
Awaze UK
Earby
2019.02 - 2020.06
- In this administrative role within a high-volume inbound call centre, I supported multiple departments—including Reservations, Customer Care, Support, and Relocations—with direct management responsibility for the Support and Relocations teams. These teams handled holiday complaints and property relocations when alternative accommodation was required.
- I conducted monthly 1:1s and team meetings to ensure performance alignment with company standards and KPIs. I regularly monitored calls to provide structured feedback on strengths, development areas, and service improvements.
- Day to day, I managed escalated customer calls, ensuring issues were resolved to achieve positive outcomes for both the customer and the business. I also acted as a central point of support for agents across all departments, assisting with complex or sensitive enquiries.
- This role demonstrated my ability to work effectively across diverse teams, manage high-demand environments, and maintain strong service standards while leading a large and varied team.
- 1 year 5 months
Customer Service Representative
TUI
2015.01 - 2019.01
- In this customer-facing role, I visited hotels daily to ensure guests were enjoying a seamless holiday experience, resolving any issues in coordination with hotel teams. My responsibilities included welcoming guests on arrival, supporting check-in processes, ensuring room standards met expectations, and delivering welcome meetings to provide essential holiday information. I maintained a strong on-site presence throughout guests’ stays, offering support with any queries or concerns.
- This role strengthened my time management and organisational skills, as I was responsible for following up on all guest enquiries and ensuring timely, satisfactory resolutions. I also worked to defined KPIs and sales targets, promoting and selling excursions and ancillary products while maintaining high customer satisfaction scores.
- In summer 2018, I was promoted to Team Leader, taking on additional responsibility for the performance and development of a team of Holiday Advisors. I ensured targets were met, supported team members both professionally and personally while living abroad, and managed all daily cash handling for the team. I completed weekly liquidation processes, including reconciling expenses and guest compensation issued.
- 4 years
Entertainment Coordinator
Carnival Cruise Line
2013.01 - 2015.01
- I completed two six-month contracts with Carnival Cruise Line as an Entertainment Host, a role that significantly strengthened my customer service, presentation, and public engagement skills. As a visible representative of the entertainment team, I hosted a wide range of onboard activities—from game shows to evening productions—confidently presenting to audiences of hundreds.
- Working with colleagues and guests from around the world broadened my cultural awareness and ability to collaborate within a diverse team. The role demanded strong time management, as all activities had to run to schedule to avoid impacting subsequent events and team operations.
- During my time onboard, I also spent two weeks covering the Assistant Cruise Director role, taking responsibility for the entertainment staff, their schedules, and performance management.
- 2 years
Education
Tourism Management, Tourism and Travel Services Management
Sheffield Hallam University
Sheffield 2010.01 - 2013.01
Travel and Tourism, Tourism and Travel Services Management
Blackpool Sixth Form
Blackpool 2008.01 - 2010.01
Skills
- Customer service and support
- Sales leadership
- Support services management
- Leadership development
- Team coaching and mentoring
- Sales strategy
- Consultative selling and B2B
- Trade partnerships
- Galileo GDS expertise
- Operations management
- Contact Centre Operations
- Capacity resource planning
- Performance data analysis
- KPI tracking and accountability
Timeline
Virtual Contact Centre Team Leader
Hays Travel
2026.02 - 2026.07
Sales Team Manager
Gold Medal
2025.03 - 2025.12
Travel Sales Consultant
Gold Medal
2022.03 - 2025.12
Customer Service Manager
Partington's Holiday
2020.07 - 2021.11
Customer Experience Team Leader
Awaze UK
2019.02 - 2020.06
Customer Service Representative
TUI
2015.01 - 2019.01
Entertainment Coordinator
Carnival Cruise Line
2013.01 - 2015.01
Tourism Management, Tourism and Travel Services Management
Sheffield Hallam University
2010.01 - 2013.01
Travel and Tourism, Tourism and Travel Services Management
Blackpool Sixth Form
2008.01 - 2010.01