Stacey Hall
West Sussex
Summary
Dedicated, friendly professional with a strong focus on customer service excellence and effective communication. Demonstrates exceptional problem-solving abilities and IT proficiency, including advanced skills in Excel and Word. Good knowledge in reporting and administrative roles. Possesses strong organisational skills and a proactive, self-motivated approach to work. Committed to diversity and inclusion, with a keen understanding of additional needs. Willing to help others with an empathetic view. Hardworking and determined.
Overview
20
20
years of professional experience
Work history
Customer Relations Executive
British Airways Holidays
Crawley, West Sussex
01.2025 - Current
- Resolved post-travel holiday complaints through effective communication and problem-solving
- Listening to customers with a good understanding and an empathetic view
- Diary management and daily reporting
- Documented and tracked complaints to ensure timely resolutions.
- Liaising and negotiating with suppliers
- Investigating and responding to complaints and issues for a fair resolution
- Issuing refunds and customer compensation
- Handled sensitive information discreetly while maintaining confidentiality
- Managed incoming communications by responding to emails and phone calls promptly
- Supporting customers with diverse and additional needs
- Working with the assistance team for any special requirements
- Resolved complex customer queries and complaints efficiently to maintain service excellence.
- Successfully delivered on tasks within tight deadlines.
Operations supervisor
Skybreak Your Service Centre
Gatwick Airport
08.2014 - 12.2024
- Supervised daily operations to maintain efficiency and uphold quality standards.
- Responsible for Absence and HR files
- Responding to the customer mailbox in a timely manner
- Supporting colleagues and customers with additional needs
- Resolved escalated customer issues through effective conflict resolution techniques.
- Working under pressure, maintaining a composed demeanour
- Prepared reports and presentations
- Establishing connections with external colleagues and stakeholders
- Analysed administrative procedures to identify areas for improvement and implement solutions.
- Ordered weekly and monthly stock
- Implemented improved filing systems that streamlined document retrieval and increased productivity.
- Input current metrics into tracking documents and spreadsheets and prepared reports.
Escalated Care Executive
Low Cost Holidays
Gatwick
04.2014 - 08.2014
- Managed escalated care cases by coordinating with multiple departments to ensure timely resolution of complex issues.
- Facilitated communication between clients and internal teams to clarify expectations and improve service delivery.
- Taking ownership of diary management
- Reporting and effective communication
Passenger Services Co Ordinator
Swissport
05.2005 - 04.2014
- Coordinated passenger check-in processes to ensure efficient boarding procedures.
- Managed passenger inquiries and resolved issues to enhance customer satisfaction.
- Developed and implemented training programmes for new staff members to improve service delivery.
- Facilitated communication between departments to streamline operations and enhance service quality.
Education
Amadeus Qatar Airlines ARD and Diverse and Equality certificates
GCSE's English, English Literature, German, History, Maths
Skills
Customer Service Excellence
Active Listening
Effective Communication
Problem Solving
IT proficiency (Excel, Word)
Interpersonal Skills
Strong Organisational Skills
Diversity and Inclusion awareness
Understanding of additional needs
Proactive and Self-motivated
Clear Concise Communication
Excellent reporting and data entry
Affiliations
I enjoy travelling and keeping active.
References
References available upon request.
Timeline
Customer Relations Executive
British Airways Holidays
01.2025 - Current
Operations supervisor
Skybreak Your Service Centre
08.2014 - 12.2024
Escalated Care Executive
Low Cost Holidays
04.2014 - 08.2014
Passenger Services Co Ordinator
Swissport
05.2005 - 04.2014
Amadeus Qatar Airlines ARD and Diverse and Equality certificates
GCSE's English, English Literature, German, History, Maths