Sep 2020 – Jan 2026 · 5 yrs 4 mos

• Carrying out daily customer billing tasks including processing invoices, payments and reconciliations with accuracy and within agreed customer service level agreements.
• Resolving customer queries efficiently.
• Identifying and resolving invoice or payment discrepancies.
• Consolidation of credit allocations
• Processing system adjustments
• Maintaining up-to-date customer billing records

Nov 2018 – Sep 2020 · 1 yr 10 mos

• Primary point of contact for the customer to ensure successful customer service delivery.
• Owned the relationship with key bookers, and responsible for larger revenue enquiries, with an excellent track record of ensuring profit maximisation.
• A key success in role was seeking out feedback from top revenue bookers and implementing their feedback, which was a simplification of the payment process.
• Consistently delivered continuous improvement within the team, in process and people.

Jan 2014 – Nov 2018 · 4 yrs 10 mos

• Accountable for the people management of a team of 12 conference consultants, owning their performance/coaching, resourcing and absenteeism.
• Accountable for the relationship with the customers on a £10 million + venue find account; owning the relationship for venue find.
• Sought out customer feedback and implemented improvement initiatives based on the feedback, including implementing a new introduction of a request form.
• Key successes in role included: acquiring a client who had previously rejected us based on the poor quality of service, and, supporting the account manager, and procurement, with policy changes.

Mar 2013 – Dec 2014 · 1 yr 9 mos

• Accountable for the accurate and timely recording of statistical and people management information to over 100 managers at 10 different sites.
• Duties include managing the recruitment process for vacant positions, liaising with external recruitment agencies to build strong relationships, and to provide feedback to identify high quality candidates.
• Responsible for the accurate recording of new starters information on the Capita Group tool, and generating their contractual information.
• Daily responsibilities include absent management, including taking absence calls as well as filling out all the paperwork. This includes a sensitive approach when responding to absence calls, as well as balancing the business requirements and supporting the direct line managers with adherence to the Capita absence polices.
• Responsible for the timely completion of the monthly overtime and incentive payments across the business covering 10 different sites, over 800 FTE and a headcount of over 900.
• Identified as departmental trainer of all new starters to the People Information Team after three months of training.

Oct 2009 – Mar 2013 · 3 yrs 5 mos

• Daily activities included the sourcing, booking and overseeing of meeting, conference and group enquiries to a number of key clients including Nationwide Building Society, Legal and General and Friends Provident, as well as being selected to manage the Nationwide VIP team.
• Responsible for the fulfillment and processing of bookings, cancellations, amendments and final details using the Mercury platform, with daily forecasts of 250 calls and 280 emails.
• Always volunteered to take on larger, more complex conference bookings ensuring they were completed using best practice, which was shared with the team to encourage others to also use best practice approaches.
• Regularly asked to assist with management responsibilities such as reporting on staff volumes and workloads for approval of overtime.
• Mentoring of less experienced colleagues on how to perform the day to day job. This was achieved by breaking down bookings into smaller more manageable tasks, and explaining the tasks in a clear and concise manner. Giving guidance where necessary, but allowing the colleague to work out tasks for their self. The result of the mentoring was the vast improvement of the employees performance as indicated by my manager.
• Always achieved level 1 on Quality monitoring, consistently hitting 100% of the monitoring framework.
• Responsible for training new starters on the systems and processes, due to previous experience and successes, whilst maintaining a high quality performance with day-to-day responsibilities.
• Cross trained on other areas of the Meeting and Events department such as the Events Team.