With over twenty years of experience working directly with customers for international organisations, and extensive experience providing advice, managing cases, resolving issues and challenges, managing and protecting data, recording and escalating feedback, as well as significant experience coordinating across teams (including academic team and marketing team on weekly basis), dealing with assorted internal stakeholders, leading on or collaborating on projects to enhance customer experience, and actively contributing to the design of the wrap-around package as a whole, I feel confidently that I bring the required skills and knowledge to be a success in this role. Having started my career as a receptionist, before rising to the rank of Senior Manager in Sales and Conferences for a five-star, internationally recognised hotel chain, my experience is consistently customer-focused and solution-orientated. After ten years, I moved to the education sector in the position of supervisor to the role of Branch Manager of various renowned English schools, and have worked in this sector for thirteen years, dealing directly with customer needs, expectations, and working to align point-of-sale messaging with academic realities to manage expectations and provide integrity in communications. During this time, I have found it essential to forge strong relations with the academic team, and work with them to best understand the methodology and practices across different organisations so that messaging to and between customers and the academic team reflect that organisation’s practices; in my opinion, this is essential in bridging the customer/client divide. Not only did I work with Academic team but also I worked very closely with marketing team at national level and centre level to come up with ideas to support business success as a whole and for the centre I was in charge. Keeping an eye on measuring what we do helps me to align with the current market trends and ensure effective budgeting expenditure. Over my career, I have worked with nationals of assorted countries, both customers and colleagues, and have always focused on considering both the messaging I am creating as well as that which I am receiving in terms of context of that individual, considering the cultural norms and sensitivities involved, making sure that all matters are dealt with professionally, but in a professional manner that applies to the person I am communicating with, and have received consistently strong feedback from both customers and colleagues on this front. Furthermore, I have a proven track record of enhancing team morale, providing training and support to my line managees, and fostering autonomy and agency in my team. Having seen the pitfalls of more stick-based, top-down management in the hotel sector, I attempt to create a ‘no-blame’ environment within my team, so issues are swiftly reported and the root cause examined and appropriate training identified, so that there is no repetition, and the department is constantly moving forward and developing through transparency and support. I find great value in what I do, and being the touch-point for a major organisation is hugely rewarding, and this motivates and strengthens my desire to provide the best service to people, no matter who they are and where they are from.

I am eager to be back in hospitality industry with my in-dept skillset and market sensibility to be able to contribute at a greater level of efficiency and professionalism in this area.