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dnata Travel UK - Learning & Development Facilitator CV Example

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Danielle Sample
808 Sample Street, Wirral, Merseyside CH41 4JD
(H) 800-652-8430 (M) 800-867-5309 (E)
Experienced and motivated with varied travel and retail work experience and exceptional customer service, interpersonal and leadership skills, and effective time management.  Highly articulate, confident and able to motivate and communicate to a wide variety of audiences.
  • Lead by example
  • Motivated
  • Highly organised
  • Professional and approachable
  • Intermediate Microsoft Excel, Microsoft Outlook, Microsoft PowerPoint, Microsoft Word
  • Effective communicator
  • Performance management: including 1 - 2 - 1's, coaching and PDP's.
10/2015 - Current
dnata Travel UK Sandycroft, UK Learning & Development Facilitator
  • Support and assist the L&D Manager to maximise the performance of the Learning and Development Centre
  • Effective administration, delivery and evaluation of courses to member agents, ranging from 1-2-1- training to full classes of 10 agents
  • Updating all required materials, to ensure accuracy and business standards are met, including updating company extranet
  • Consistently reviewing and developing all courses and training material to ensure best practice & efficiency
  • Managing training course schedules and training room bookings alongside and in the absence of the L&D Manager
  • Developing and delivering a range of skill-specific courses in a clear and concise manner and adjust them on an ad hoc basis for different audience groups as required, including new staff members
  • Communicating with & supporting developmental departments in the planning, development and launch of new projects, including the redesign of training materials and courses to include the new projects
  • Implementation of additional courses, resulting in 12% growth of completed courses
  • Undertaking of additional duties, projects and offsite training that may from time to time when required
  • Assume manager's role and responsibilities in L&D Manager's absence
03/2013 - 10/2015
dnata Travel UK / Stella Travel Services Sandycroft, UK Product Co ordinator
  • Providing support to Stella Travel Services customers, having full accountability for results and exceeding agreed service levels
  • Coordinated team of 4 staff in the Product Department
  • Liaised with internal and external customers in a professional manner both via email and telephone, following business guidelines to protect revenue and customer/agent experience
  • Monitored multiple databases to keep track of company portfolio
  • Supervised the performance of 3 modern apprentices in their roles in order for them to successfully complete their NVQ
  • Problem solving in a professional and precise manner, ascertaining requirements of customer needs in order to resolve queries within agreed service level. Resolving appropriately for the customer and the business
  • Positively motivating new starters and team members in order to exceed targets and improve performance
  • Consistently delivered first class customer service to internal and external suppliers/agents
  • Selected as a key member of project team, set up to effectively re-protect customer holidays following supplier's liquidation.  Negotiating with hoteliers and suppliers to secure bookings at the most competitive rate possible and with minimal disruption to customer holidays.
11/2004 - 02/2013
Marks and Spencer Birkenhead, Wirral, UK Section Co-ordinator
  • Processed many transactions each day in a timely manner
  • Answered customers' questions and addressed problems and complaints in person and via phone
  • Built customer confidence by listening to their concerns and providing appropriate feedback
  • Communicated information to customers about product quality, value and style
  • Offered exceptional customer service to differentiate and promote the company brand 
  • Helped customers select products that best fit their personal needs
  • Reorganised the sales floor to meet company demands
  • Directed and supervised employees engaged in sales and salesfloor activities
  • Trained staff to deliver outstanding customer service
  • Offered direction and gave constructive feedback to motivate team members
  • Recruited, hired, developed and retained retail talent for the company
07/2002 - 10/2004
Totally Travel / Just Go Travel Wirral, UK Branch Manager
Education and Training
Liverpool John Moores University Liverpool, Merseyside, UK BA (Hons): Tourism & Leisure Management
Mary Help of Christians High School Liverpool, Merseyside, UK O'Level 5 O'Levels obtained, including Maths and English

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