Vicky Wilson
Aberdeen,Scotland
Summary
Accomplished professional with expertise in team leadership, system troubleshooting, and technical support. Demonstrates a strong ability to drive team growth and implement effective change management strategies while fostering collaboration with stakeholders. Adept at delivering exceptional customer service and ensuring seamless communication across diverse teams. Committed to leveraging skills in coordination and problem-solving to achieve organisational success.
Overview
25
25
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work history
CT Customer Delivery Support Manager
FCTG
03.2022 - 02.2025
- Prioritised workload effectively, optimising time management within the team.
- Liaised closely with stakeholders for seamless communication flow.
- Adjusted resource allocation according to workload fluctuations, ensuring optimal utilisation.
- Enhanced customer satisfaction with effective problem-solving strategies.
- Improved response times with efficient ticket management systems.
- Monitored employee and customer interactions to assess quality of service.
- Established and implemented effective training programs to maximise team performance.
- Implemented and refined support processes to streamline workflow and enhance efficiency.
- Built and maintained customer trust by maintaining ongoing communications until resolution.
- Coached junior support staff in delivering responsive, proactive technical support.
CT Customer Delivery Member
FCTG
09.2021 - 03.2022
- Communicated effectively with team for efficient team productivity
- Demonstrated ability to work under pressure during peak hours & continuous change
- Provided excellent customer service during deliveries, leading to positive feedback.
- Resolved customer queries and complaints with a professional approach.
- Collaborated with software developers to resolve product bugs and malfunctions.
- Continually updated personal technical skills through industry courses and workshops, enhancing job competency levels.
- Resolved complex technical issues by utilising advanced troubleshooting techniques.
- Managed multiple calls simultaneously, ensuring optimal customer service delivery.
Support FCM & CT Brands
FCTG
10.2018 - 09.2021
- Supported TM to ensure smooth operations
- Introduced improved procedures, boosting efficiency and effectiveness in daily operations
- Delivered training sessions to improve team productivity and develop professional skills
Online Implementation Manager
FCTG
06.2016 - 09.2018
- Responsible for the implementation of Online Booking Tools and profile solutions for Corporate Customers
- Excellent knowledge in Online Booking Tools
- The initial implementation meeting, either on-site or off-site via web-ex and conference call
- Internal and external weekly meetings
- Regular follow up's on actions
- Conducting internal and external training sessions on-site and off-site, or via Web-ex and conference calls of the Online Booking Tools
- Configuration of the Online Booking Tools
- Initial user, location and specific required settings uploads
- Handover to support
- Major configuration changes for existing sites
- Implementation of relevant enhancements or features to existing sites and also promote via training, user forums and documentation
- Demonstration of the Online Booking Tools to promote the solutions
Team Leader
Flight Centre Travel Group
05.2008 - 06.2016
- Run a profitable business based on company philosophies and standard systems
- Managing and developing my team
- Servicing Oil and Gas Clients with a customer excellence
- Manage and reduce service failures
- Meet and exceed targets
- Team Development
- Set KPI's
- Motivate the team
- Monthly one to one
- Monthly Team and client meetings
- Set a business plan
- Manage my P&L and budget
- Client review meetings
- Specialise in offshore and marine business
Business Travel Consultant
American Express Business Travel
07.2007 - 05.2008
- Booking worldwide net and published fares
- Booking car hire and hotels
- Providing visa and currency advice
- Providing a high level of business travel customer service
- Working knowledge of GDS – Sabre
- Excellent net and published fares knowledge
Assistant Manager
Going Places
01.2005 - 11.2006
- Established trust with clients to enhance sales efforts and encourage customer retention
- Enhanced sales performance through maximising revenue potential and delivering tailored customer service
- Responded to face-to-face and telephone enquiries with professionalism and efficiency
- Created bespoke holiday itineraries for luxury global destinations
- Delivered exceptional customer service
- Completed paperwork and verified invoices and tickets
- Provided ad hoc currency exchange cover during high-demand periods in a bureau de change
- Acquired extensive knowledge of package holidays, including air, cruise, and ski holidays
- Thrived under pressure in fast-paced sales environment
- Oversaw staff training, rota management and target achievement
Assistant Manager
Travelcare
01.2000 - 01.2005
- Managed daily operations to ensure smooth running of the shop floor.
- Provided excellent customer service leading to repeat business and customer loyalty.
Education
Standard Grades - English, Maths, Biology, German, Modern studies, Drama, Office and Information Studies
Hazelhead Academy
Aberdeen, Aberdeen City 01.1993 - 01.1997
Skills
- Team leadership and coordination
- System Troubleshooting Expertise
- Customer service expertise
- Technical support expertise
- Team Growth and Leadership
- Change management
- Stakeholder Collaboration and Communication
Personal Information
- Date of birth: 12/28/81
- Marital status: Single
Certification
2nd Degree Black Belt - Soo Yang Do, Martial Art
Tennis – LTA Level 1 Coaching in Tennis
CDP - Sports Science and Therapy
NVQ Level 2 Fitness Instructor/ Level 3 Personal Trainer
Combined Fitness Diploma and Nutrition Diploma
Timeline
CT Customer Delivery Support Manager
FCTG
03.2022 - 02.2025
CT Customer Delivery Member
FCTG
09.2021 - 03.2022
Support FCM & CT Brands
FCTG
10.2018 - 09.2021
Online Implementation Manager
FCTG
06.2016 - 09.2018
Team Leader
Flight Centre Travel Group
05.2008 - 06.2016
Business Travel Consultant
American Express Business Travel
07.2007 - 05.2008
Assistant Manager
Going Places
01.2005 - 11.2006
Assistant Manager
Travelcare
01.2000 - 01.2005
Standard Grades - English, Maths, Biology, German, Modern studies, Drama, Office and Information Studies
Hazelhead Academy
01.1993 - 01.1997
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