I successfully boosted customer and project satisfaction ratings at Travellers by a third and enhanced productivity by 45%. This was achieved by setting clear objectives and analysing administration processes and workflows to design effective services. This was supported through manuals, workshops and performance monitoring systems I created, enabling me to review and analyse how programmes were performing to ensure customers received the highest possible experience.
STRATEGIC PLANNING AND ACTION
I thrive at finding solutions to problems and have a strong track record in strategic planning, overseeing projects from inception to delivery. For example, following the 2008 financial crash and 2012 tuition fees increase, which resulted in a 65% fall in young travellers, I successfully redesigned our internal systems, launched new bespoke programmes, and expanded our bookings overseas helping Travellers to regain and excel from losses made.
CREATING BUSINESS OPPORTUNITIES
I was at the forefront of many of the key business decisions made at Travellers, which included driving many initiatives from concept to implementation. this includes:
Introduced a series of add-ons (extra travel activities) and services, such as international SIM cards that could be purchased and bolted onto the main programme to increase revenue.
Packaged Travellers programmes so that third-party agents could sell them in exchange for a commission.
Launched new bespoke programmes for school groups, families, retirees and many more.
PROJECT AND CHANGE MANAGEMENT
On top of developing half of Travellers projects and introducing ten new countries, I also helped deliver many digital innovations and platforms, including a database and reservation system, website, volunteer extranet, staff intranet, overseas partner intranet other digital platforms. This delivery was instrumental in boosting bookings and satisfaction ratings and how the organisation was managed.
COACHING AND LINE MANAGEMENT
I am passionate about building talent and led dispersed teams across six continents through understanding the individuals, their duties, and their working environment. To motivate teams around common goals and objectives, I would have regular catchups to monitor performance and wellbeing. I also joined team members in the field to help gain a greater understanding of the individuals, their duties, and their working environment.
CRISIS AND SAFETY MANAGEMENT
Health and safety are at the forefront of everything I do. At Travellers, I implemented a robust risk management framework to mitigate risk, including planning crisis scenarios and monitoring destinations and training personnel. I also conformed Travellers to BS8848, a British Standard for managing safety overseas and instigated many safeguarding and vetting procedures.
FINANCES AND BUDGETING
At Travellers, I was responsible for the budgeting and cost management for destinations and projects where I successfully met net and gross profit targets. I achieved this by implementing sustainable business practices, increasing partnership relations and other cost-saving techniques to reduce overheads, maintain businesses’ competitiveness and adapt to changing market conditions.
PROCEDURES AND COMPLIANCE
Over the years, I have developed company policies and procedures based on official and government laws or guidelines. This included GDPR and other data security, employment and recruitment requirements, safeguarding measures including criminal record checks, health and safety, insurance and much more.