Tracey Ensor
Donisthorpe,Swadlincote
Summary
A highly motivated customer service professional with a strong background in travel and tourism, including extensive experience as a Travel Agency Manager. Proven expertise in delivering exceptional customer experiences, managing operations, and building successful customer-focused services. Known for reliability, attention to detail, and accurate cash handling, with the ability to perform effectively both independently and as part of a team in fast-paced environments.
Overview
38
38
years of professional experience
Work history
Cafe Owner
Hansom Cafe
Hinckley, Leicestershire
11.2020 - 12.2025
- Achieved 3 years consecutively; 5 star Health and Hygiene Certificate.
- Provided valuable support for successful company events and meetings.
- Handled incoming calls and emails, ensuring prompt response.
- Addressed incoming requests for information, inquiries, and complaints.
- Provided clients with accurate cost estimations.
- Created and distributed invoices to customers.
- Calculated bills for customer orders, collected fees and updated tracking system with new totals.
- Prepared documentation to back up responses to financial or service complaints.
- Built relationships with suppliers to ensure timely delivery of stock.
- Negotiated with vendors for cost-effective deals, reduced operational expenses effectively.
- Improved customer satisfaction by ensuring prompt and high-quality service.
- Maintained inventory for uninterrupted supply of ingredients and food items.
- Handled cash and card transactions to maintain accurate financial records.
- Oversaw daily operations to ensure consistent service standards across all shifts.
- Maintained a high level of service whilst dealing with client queries and complaints.
- Applied health and safety regulations, provided safe environment for both staff and customers.
- Managed food preparation processes to ensure timely service.
- Implemented creative cooking techniques for enhanced flavours and presentation.
- Ensured smooth kitchen operations by coordinating with team members effectively.
- Developed new cafe menu items for increased variety and appeal.
- Performed daily profit and loss analysis to correctly determine performance impacts.
Travel Agent Manager
Lunn Poly / Thomson / TUI
Loughborough, Leicestershire
05.1991 - 04.2010
- Led team meetings effectively, facilitating open communication amongst staff members.
- Managed group training sessions efficiently whilst ensuring individual attention to each candidate.
- Led interview process to ensure fair and effective selection of candidates.
- Led and supervised staff while delivering international educational trips.
- Awarded Holiday Shop Manager of the Year in recognition of exceptional commitment and work ethic.
- As a store we achieved “Travel Trade Gazette Award”twice; for the top travel agency in the town.
- Provided insightful product knowledge to customers, enhancing their shopping experience,.
- Assisted customers in making informed buying decisions through expert advice on products,.
- Boosted overall sales performance through the implementation of effective merchandising strategies.
- Ensured cleanliness of shop premises, presenting a professional image to customers.
- Enhanced customer service by training staff in effective communication and problem solving.
- Coordinated promotional events, creating greater brand awareness within the local community.
- Solved customer complaints efficiently whilst maintaining high standards of service delivery.
Travel Agent Assistant Manager
Lunn Poly / Thomson / TUI
Coalville, Leicestershire
02.1989 - 05.1991
- Promoted sales and special promotions to increase store revenue.
- Improved product visibility with strategic shelf arrangements.
- Greeted every customer warmly, promoting friendly atmosphere.
- Communicated effectively with suppliers on delivery schedules, ensuring timely replenishments.
- Upheld company policies whilst dealing with cancellations and amendments.
- Collaborated effectively with team members during busy periods.
- Updated window displays regularly for fresh store appeal.
- Assisted in inventory counts, maintaining accurate records.
Trainee Sales Consultant
Lunn Poly
Coalville, Leicestershire
11.1987 - 02.1989
- Delivered exceptional administrative support to senior executives during peak business periods.
- Facilitated smooth operations within the department through organised file management and data entry tasks.
- Fostered positive relationships with clients for enhanced business reputation.
- Increased team productivity by taking diligent meeting minutes.
- Solved complex problems with effective teamwork and communication skills.
- Streamlined filing system, enhancing office efficiency.
- Contributed towards successful product launch through dedicated market research.
- Ensured timely project completion for customer satisfaction.
- Participated in training and seminars to enhance skills and promote growth.
- Adapted to new situations and learned new skills quickly.
- Worked productively with team members to achieve common goals.
- Managed time effectively to meet deadlines.
- Showed initiative and willingness to take on new challenges.
- Made positive contributions to team and workplace, consistently exceeding expectations.
- Participated in staff meetings to discuss latest developments.
- Sought feedback actively and used it to improve performance.
- Used strong work ethic to meet stringent deadlines.
- Exceeded expectations and demonstrated potential for future success.
- Demonstrated critical time management and organisational skills to balance studies alongside paid work.
- Monitored stock to maintain consistent supply for inventory.
- Carried out duties with strict compliance to company standards and policies.
- Answered phone calls and emails for management team during busy periods.
- Enhanced customer loyalty with exceptional after-sales service.
- Increased product visibility by creating compelling sales displays.
- Regularly exceeded sales targets through diligent follow-ups and consistent perseverance.
- Managed clients' accounts to ensure satisfaction and repeat business.
Education
GCSEs -
Ashby School
Ashby-de-la-Zouch, LeicestershireSkills
- Excellent customer service abilities
- Payment processing and cash handling
- Food hygiene compliance
- Staff leadership
- Financial record-keeping
- Health and Safety regulations
- Problem solving
- Attention to detail
- Exceptional time management
- Strong verbal communication
Timeline
Cafe Owner
Hansom Cafe
11.2020 - 12.2025
Travel Agent Manager
Lunn Poly / Thomson / TUI
05.1991 - 04.2010
Travel Agent Assistant Manager
Lunn Poly / Thomson / TUI
02.1989 - 05.1991
Trainee Sales Consultant
Lunn Poly
11.1987 - 02.1989
GCSEs -
Ashby School