Tracey Wollaston

• Proactively resolve complaints from guests globally within 24 hours
• Resolve complaints on the spot to include compensation and goodwill
• Provide guests guidance and advice to enquiries/complaints either by email, app message, SMS, telephone or web
• Effective collaboration with other TUI departments, hotels, resorts and partners to achieve guest solutions swiftly.
• Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
• Delivered consistent performance under pressure during peak periods and challenging situations.
• Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
• Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Collaborated with other departments, teams and suppliers to enhance customer service experience and exceed team goals through effective client satisfaction rates.

• Teaching children, teenagers and adults
• Business English (within companies)
• Teaching Beginner level to Advanced - A1-C2
• Teaching in small groups and one to one individual classes
• Cambridge Exam Preparation
• Carrying out students' evaluations
• Preparation of exams
• Lesson planning and preparation of materials
• Cisco WebEx Online Teaching
• Jolly Phonics trained
• Web maintenance and development - Moodle server
• Developed innovative lesson plans to engage students in English language learning.
• Prepared and implemented lesson plans covering required course topics.
• Promoted a positive learning environment by modeling respect, empathy, and active listening skills during all interactions with students.
• Utilized multimedia strategies and technology to convey information in fresh and interesting ways.
• Enhanced student comprehension by incorporating visual aids and hands-on activities in lessons.
• Worked with other teachers to support struggling students and provide thorough help to rectify comprehension issues.
• Designed and implemented assessments to measure student progress in English language learning.
• Attended department meetings to develop and update course curricula.
• Assessed student progress and provided feedback to improve performance and establish academic success.
• Differentiated instruction to accommodate diverse learner needs, ensuring all students had equal access to education opportunities.
• Mentored teachers within the department, sharing best practices and offering guidance on effective teaching methods.
• Utilized data-driven instruction to identify areas of need and implement targeted strategies for improvement.
• Boosted student participation by implementing interactive teaching methods and technologies.
• Conducted ongoing assessments to monitor student progress and adjust teaching strategies accordingly.
• Adapted teaching materials for virtual learning platforms, ensuring continuity of education during remote learning periods.
• Improved English proficiency through immersive language activities and real-life conversation practice.

• Company Overview: Global Leader in Material Handling Equipment
• Population of KPI and reporting
• Fleet movements to and from Fixed Assets, coordinating with the Fleet Manager
• Analysis and Valuation of fleet
• Fleet insurance reconciliation
• Controls prior to equipment termination of hire
• Repurchase of equipment
• Collaborated with cross-functional teams to complete projects on time and within budget constraints successfully.
• Supported financial operations through accurate data entry and processing of invoices, expense reports, and purchase orders.
• Demonstrated adaptability in the face of changing priorities, effectively managing multiple tasks simultaneously while meeting tight deadlines.
• Prepared comprehensive reports on various metrics for upper management''s review on a monthly basis.
• Developed proficiency in multiple software applications, including Microsoft Office Suite, for efficient completion of daily tasks.

• Company Overview: Global Leader in Material Handling Equipment
• Specialising in Material Handling Equipment, Rental & Leasing
• Commercial Support to Sales Teams within the UK
• Face to face customer visits - negotiation/problem solving
• Networking internally to achieve win/win solutions
• Commercial solution provider
• Commercial sales training and development
• Risk Management
• TPS continuous improvement
• Strengthened customer relationships by addressing inquiries and resolving issues promptly.
• Collaborated with cross-functional teams to develop and implement effective support strategies.
• Ensured effective communication by acting as a liaison, mitigating risks during critical situations.
• Drove customer retention success by empathetically addressing and efficiently resolving support cases.
• Reduced downtime by proactively identifying and addressing system vulnerabilities before they impacted users.
• Provided detailed reports on support activities and outcomes, enabling strategic improvements in service delivery.
• Acted as liaison between support team and other departments to ensure unified approach to customer satisfaction.
• Trained new team members on support protocols and tools, enhancing team efficiency and service quality.
• Resolved complex customer issues, ensuring high satisfaction rates with personalized support solutions.

• Marketing properties for sale and for rental
• Property management
• Negotiating on behalf of prospective and current tenants and property owners
• Selling of rental properties and purchase of properties
• Reviewing marketing material
• Review and implement smarter and efficient processes
• Executed email marketing initiatives that engaged prospects and nurtured lasting client connections.
• Increased customer engagement by leveraging exceptional communication skills and attentive service delivery.
• Designed and carried out market research to detect and attract new customers.
• Boosted client satisfaction by providing tailored sales and marketing strategies for their unique needs.
• Demonstrated initiative by persistently prospecting, networking and promoting business.
• Used consultative sales approach to listen carefully to client needs and recommend desired products and services.
• Followed up on leads with friendly, knowledgeable support to turn interested parties into paying customers.
• Tracked sales data to understand current trends and proactively capitalize on emerging opportunities.
• Delivered polished and informative presentations to highlight products and close consistent sales.
• Built relationships with customers and community to promote long term business growth.
• Negotiated prices, terms of sales and service agreements.
• Met with customers to discuss and ascertain needs, tailor solutions and close deals.
• Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
• Maintained current knowledge of evolving changes in marketplace.

• To supervising operations and providing administrative support ensuring customer service and operational service is maintained to the highest standards in line with ISO
• Supervision and control of operational manpower and assets
• Fleet and Staff Management
• Review and implement new processes and systems
• Directed daily operational activities for optimal efficiency, maintaining smooth workflows and timely task accomplishments.
• Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
• Implemented quality control systems to reduce errors, resulting in increased customer satisfaction rates.
• Developed and implemented standard operating procedures to ensure consistency in service delivery across all shifts.
• Improved operational efficiency by streamlining processes and implementing time-saving strategies.
• Contributed to long-term strategic planning discussions within the leadership team to help shape future direction for the business unit.
• Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
• Led continuous improvement initiatives aimed at reducing waste, increasing efficiency, and enhancing overall productivity levels within the organization.
• Fostered culture of continuous improvement, leading to enhanced operational workflows and staff satisfaction.
• Streamlined operational procedures, significantly reducing process inefficiencies and downtime.
• Conducted performance evaluations, providing constructive feedback and identifying areas for improvement.
• Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.

Key responsibilities as per the same position for Toyota Material Handling UK in June 2017.