Victoria Elliott
Twickenham
Summary
Accomplished professional with expertise in leadership and team management, sales and operations management, and customer service excellence. Demonstrates a strong ability in strategic change management and crisis management, ensuring seamless process implementation and improvement. Proficient in communication and interpersonal skills, coupled with IT and systems proficiency, to drive organisational success.
Overview
27
27
years of professional experience
5
5
years of post-secondary education
Work history
Senior Operations Manager
Latin Routes
Kingston Upon Thames
08.2024 - 07.2025
- Lead daily operations for a high-end travel company, driving productivity and streamlining processes.
- Consolidated departments, closing a secondary call center in India, reducing costs by 20%, and improving overall business performance.
- Developed and implemented strategic crisis contingency plans for travel disruptions, ensuring all stakeholders were trained and informed.
- Led recruitment, training, and development initiatives, resulting in a sales team that exceeded revenue targets for five consecutive months.
- Managed cross-functional teams to align operational goals with business objectives, ensuring smooth day-to-day functioning.
- Completed ship Manifest, along with a system to collect customer details and documents for Polar Routes first Charter expedition cruise.
Sales & Operations Manager
SPL Villas
04.2023 - 08.2024
- Developed SPL Villas from an accommodation only supplier, to a package holiday provider. I led on system changes needed to implement the additional products and package holiday bookings.
- Worked with the IT team to ensure API’s were set up to ensure flights were integrated for the first time as part of the new package bookings we could offer.
- Managed sales and operations, driving year-over-year growth, increasing profit margins, and diversifying product offerings by securing ATOL licensing for villa packages.
- Led system and process improvements, resulting in reduced admin time and enhanced lead conversion.
- Developed and implemented sales strategies, including 1:1 coaching, performance reviews, and setting monthly objectives to improve sales and conversion rates.
- Provided weekly and monthly sales forecasts and reports to senior leadership to ensure alignment with business goals.
Customer Service Manager
Indigo
Teddington
06.2021 - 03.2023
- Set up and managed Indigos first customer service team of 18 staff across two sites, setting processes, ensuring performance met company standards and service level targets.
- Managed customer escalations and implemented strategies to resolve service issues, leading to improved client satisfaction and reduced compensation payments.
- Worked with external phone providers to enhance service reliability, ensuring business continuity.
- Developed and implemented staff development programs, promoting internal progression and ensuring compliance with industry standards.
Customer Service Manager
Love Holidays
Hammersmith
09.2019 - 06.2021
- Managed a team of 76+ customer service agents and 4 team leaders, ensuring KPIs and business objectives were consistently achieved.
- Led crisis management initiatives to handle flight cancellations and refund processes during the COVID-19 pandemic, ensuring the team were set up to work from home and customers were responded in a timely manner.
- Developed and executed training programs for team leaders and agents, enhancing operational efficiency and customer experience.
- Collaborated with IT teams to recommend system enhancements, improving the customer journey and reducing operational errors.
Customer Service Team Manager
Travel Republic
Kingston Upon Thames
10.2018 - 09.2019
- Led and coached a team of 100 staff, exceeding KPIs and improving team performance through consistent coaching and process optimization.
- Identified operational issues and implemented solutions to prevent discrepancies, leading to improved performance and customer satisfaction.
Customer Support Supervisor
Travel Republic
Kingston Upon Thames
01.2014 - 10.2018
- Supervised 80 staff in the post-reservation team, ensuring smooth operations and timely customer support.
- Managed escalated customer issues, using strong problem-solving skills to maintain high levels of customer satisfaction.
- Identified and provided solutions to system errors, ensuring optimal performance and reducing discrepancies.
Customer Service Agent
Travel Republic
Kingston Upon Thames
02.2010 - 01.2014
- Delivered exceptional customer service, resolving inquiries in a timely and professional manner.
- Gained extensive knowledge of travel regulations and customer rights.
Telephone Sales Executive & Customer Service Agent
DHL International UK
Middlesex
09.1998 - 07.2001
- Promoted within a year from Customer Service Agent to Telephone Sales Executive, exceeding sales targets and achieving a 16% revenue growth.
- Awarded 'Sales Executive of the Year' for London and the South East in 2000.
- Managed a customer base of 600+ active clients, producing and analyzing daily reports.
Education
GCSEs - 12 GCSEs (A-C), including English, Maths, and Science
Feltham Comprehensive School
01.1992 - 01.1997
Skills
- Leadership & Team Management
- Sales & Operations Management
- Customer Service Excellence
- Strategic Change Management
- Crisis management
- Process Implementation and Improvement
- Communication & Interpersonal Skills
- IT & Systems Proficiency
Custom
- Passionate about travel
- Reading
- Spending time walking with my dog
- Enthusiast of continuous learning and personal development
Timeline
Senior Operations Manager
Latin Routes
08.2024 - 07.2025
Sales & Operations Manager
SPL Villas
04.2023 - 08.2024
Customer Service Manager
Indigo
06.2021 - 03.2023
Customer Service Manager
Love Holidays
09.2019 - 06.2021
Customer Service Team Manager
Travel Republic
10.2018 - 09.2019
Customer Support Supervisor
Travel Republic
01.2014 - 10.2018
Customer Service Agent
Travel Republic
02.2010 - 01.2014
Telephone Sales Executive & Customer Service Agent
DHL International UK
09.1998 - 07.2001
GCSEs - 12 GCSEs (A-C), including English, Maths, and Science
Feltham Comprehensive School
01.1992 - 01.1997
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