STACEY WALTERS

• Managed a personal caseload of subsidence and vegetation/drainage mitigation claims, investigating land registry data to locate and contact landowners to secure mitigation actions
• Interpreted site investigation reports; challenged and negotiated mitigation proposals
• Liaised with multiple stakeholders/local authorities
• Ensured all new instructions and emails were processed in a timely manner, proactively managed priorities to meet KPIs and deliver high quality customer service. Approximately 30 emails per day.
• Maintained accurate client files and documentation

• Designed and sold bespoke safari and adventure itineraries across East and Southern Africa, incorporating flights, accommodation, transfers, and local activities tailored to client preferences and availability.
• Building strong relationships with suppliers (lodges, game reserves, guides) to negotiate competitive rates, ensure availability and deliver exceptional guest experiences.
• Making at least 50 outbound calls per day and responding to incoming emails
• Managed the whole sales cycle: responding to enquires, quoting, upselling, closing and ensuring everything was handled smoothly until guest departure.
• Maintained up-to-date knowledge of African travel trends, infrastructure changes, new properties and local culture/environmental developments.
• Used CRM/booking systems to record client preferences, track enquiries, monitor conversion etc
• Delivered outstanding customer service by handling issues promptly (changes to itinerary, complaints, supplier issues) keeping clients informed and following up on post-travel to get feedback and repeat bookings.
• Worked closely with the marketing teams to promote travel packages, special offers, new destinations etc

Responsible for all outbound sales/customer service calls.

• Managing a team of 25
• Ensuring that all duties are carried out to the highest standard
• Dealing with complex customer issues and complaints
• Meeting monthly sales benchmarks
• Training of staff minimizing the call escalations through effective coaching and support.
• Ensuring that the team members obtain the appropriate training and making sure correct procedures are followed
• Routinely giving advice and directing the team on what to do and giving structured feedback on how to improve
• Supporting others in handling inquiries that are challenging
• Monitoring my teams KPI and targets ensuring that everyone is hitting them daily
• Conducted regular performance reviews, providing feedback to optimize team productivity and motivation.
• Managed a high-performing sales team, consistently achieving and surpassing set targets.

• Acting as the point of sale on all travel requirements, arranging both routine and complex domestic and international travel for air, road, rail and accommodation using various systems
• Ensuring that all customers profiles and details are correct and following internal compliance
• Managing the full booking process through the ticketing and orders over the telephone and email.
• Acting on special customer requests such as room upgrades, flight upgrades etc
• Experience working as a team and able to work under pressure
• Negotiation and contracting skills
• Increased customer satisfaction by providing tailored travel recommendations and personalized itineraries.
• Curated personalized travel itineraries to enhance client satisfaction and drive repeat business.

• Managing large key accounts (Shoe Zone, Eden Project, Cancer Research, Age UK, TGI Fridays)
• Building and maintaining strong relationships with existing accounts understanding their business, looking for upsell/cross sell opportunities
• Prospect new potential customers through cold calls, emails and internet leads
• Maintain active engagement with new and existing clients/prospects through follow up calls
• Conducting high level conversations with decision makers and to fully understand requirements
• Achieve monthly sales targets and KPI