Alison Knight

13 Bodmin Avenue Wrose Shipley BD18 1LTPhone: 07590621031

E-mail: Alison_knight2011@hotmail.co.uk

Personal Statement

Friendly, hardworking extremely focused team player who is very determined and willing to take on new challenges. I can communicate within all levels of the business. I deliver a very high standard of customer service receiving an award in 2004 for this. I appreciate that to be able to work as part of a team is essential in being successful. Having broadened my knowledge within the workplace I now have key skills such as leadership qualities, negotiation and problem solving skills. I was a member of the Thomas Cook VOICE Forum which involved liaising with HR in regular meetings on behalf of colleagues during consultation periods as well as other issues within the working environment. As a subject matter expert I was chosen to help with transfer of knowledge during the project to offshore administration services.

Key Skills

Flexible with a positive attitude Excellent communication and organizational skills High level of accuracy and attention to detail. Extensive knowledge of IT systems such as Outlook, Office, Excel and

databases including web based systems. Effective time management and ability to prioritise a heavy workload. Constructive team member with a friendly professional approach enjoys

building relationships internally and externally. Can use own initiative and work under pressure to achieve deadlines and

exceed targets.

Experience and Employment History

May 2013 to July 2014 UK Asset Resolution

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Customer Service Agent.

Taking inbound calls from customers, solving queries surrounding their existing mortgages, taking payments, setting up direct debits, liaising with solicitors throughout redemption of mortgages giving the highest customer service.

Thomas Cook UK –February 2003 to March 2013

2003 Worked in the Reservations department taking inbound calls from Travel Agents, meeting and exceeding targets and objectives set by the company, focusing at all times on revenue generation, maximizing every opportunity to cross sell, liaising with resort offices/suppliers when required to ensure customer satisfaction.

2004 was promoted to Senior Consultant and moved to a specialist team, booking employees and their families discounted holidays with the in-house brands. Dealing with the team’s admin work and diary system and working on spreadsheets. This promotion enabled me to pass my knowledge through one to one and classroom training to internal colleagues and also new starters. Awarded tour Operations award for helping implement a new database system for the Staff Travel Team to improve administration work. In 2005 I passed the NVQ insurance exam to be able to sell Travel Insurance; I have also completed a CRISIS diffusion course to enable me to deal with challenging situations.

2009 promoted to Senior Advanced consultant. This role involved covering for team managers during busy periods, being a mentor and role model for new colleagues, taking over calls when a manager would be required and solving issues that newer members of staff would be less confident in doing. I also ran workshops for colleagues when new processes were implemented. Another part of my role was being involved in the admin support team, which included answering and logging enquiries for travel agents to maximize the customer holiday journey. Checking daily work printouts for errors and duplicate bookings.

2010 I took a new role of VIP Travel Co-ordinator, this was a high profile role dealing with board members personal holidays as well as any friends family and associates of the board members who were wishing to book with Thomas Cook. Taking payments and organizing VIP treatment in resort giving a personal touch which maximized revenue. In addition to my last role with Thomas Cook as VIP travel coordinator I completed a three month secondment position in our Resource and Planning Department this has given me more insight into call centre KPI’s, rota’s and call logging.

Have also completed training on a new web chat system and a web based selling system.

May 1998-February 2003. Lister-Corniche

Sales and export Clerk Duties included, organizing the safe exportation of luxury upholstery fabric to the UEA and Israel. Invoicing and credit control, I was responsible for organizing the velvet used for Queen Elizabeth the Queen mother’s funeral.

EducationO’Levels, Grade C and above in Math’s, English, French, History, Human Biology.

Office practice and Domestic Science. RSA Word Processing Grades 1 2 and 3 passed with Distinction. NVQ in Selling Travel Insurance

Hobbies and InterestsI am a keen walker, love reading, travelling and spending time with my family.