Alison Knight has over 20 years of experience in customer service roles, including working for Thomas Cook, UK Asset Resolution, and Newsquest. She is a friendly, hardworking team player with strong communication, organization, and problem-solving skills. Knight has received customer service awards and has experience training colleagues. She is proficient in Microsoft Office programs and knowledgeable about travel products and processes.

1. Alison Knight
13 Bodmin Avenue Wrose Shipley BD18 1LT
Phone: 07590621031
E-mail: Alison_knight2011@hotmail.co.uk
Personal Statement
A friendly, hardworking and extremely focused team player who is very determined and
willing to take on new challenges. I can communicate with all levels of the business and
deliver a very high standard of customer service which was recognised in 2004, with a
Thomas Cook Customer Service Award. I believe that being able to work as part of a team is
an essential ingredient to being successful. Leadership, negotiation and problem solving
skills are also important skills that I possess.
I represented colleagues on the Thomas Cook VOICE Forum which involved liaising with HR
in regular meetings over workplace matters and during periods of consultation while, as a
Subject Matter expert, I was selected to help with the knowledge transfer during the project
to move administration services off shore.
Key skills
 Excellent face to face, telephone and written communication and organisational skills
 Extensive working knowledge of Microsoft Office (specifically, Outlook, Excel and
Word) and web based databases.
 Flexibility with a positive ‘can do’ attitude
 High level of accuracy and attention to detail.
 Effective time management and ability to prioritise work.
 Constructive team member with a friendly professional approach who enjoys building
relationships both internally and externally.
 Can use own initiative and work under pressure to achieve deadlines and exceed
targets.
Experience and Employment History
Jul 15 - Dec 16 Subscriptions Administrator - Newsquest (Yorkshire & North East)
Ltd., Bradford (publishers of the Telegraph & Argus)
Part of the Company’s newspaper sales team with specific responsibility
for the setting up of postal subscriptions on the in-house database, taking
card payments, sending out renewal letters, helping out with home delivery
issues including chasing up non deliveries and account queries, organising
niche publications and administering back issues, providing a high
standard of customer service to retain customers.
May 13 - August 14 Customer Service Agent - UK Asset Resolution, Crossflatts,
Bradford
Taking inbound calls from customers, solving queries surrounding their
existing mortgages, taking payments, setting up direct debits, liaising with
solicitors throughout redemption of mortgages giving the highest customer
service.
Thomas Cook UK, Bradford
Feb 2010-Mar 13 VIP Travel Co-ordinator - I took on this new, high profile role, dealing
with Directors’ holidays and their families, friends and associates wanting
to book through Thomas Cook. This involved taking payments, negotiating
VIP treatment in resort to provide a personal touch while maximising
revenue for the company.
During this time I completed a three month secondment to the Resource
and Planning Department logging staff breaks and appointments ensuring
all teams were covered during these periods. This gave me further insight
into the management of call centres through KPI’s, rotas and call logging.

2. Thomas Cook UK (continued)
April 09 – Mar 13Senior Advanced consultant - Following promotion to this role I was
responsible for covering team managers during busy periods, being a
mentor and role model for new colleagues, taking over calls when a
manager was required and solving issues that newer members of staff
would be less confident in doing. I also ran workshops for colleagues when
new processes were implemented. Another part of my role was being
involved in the admin support team, which included answering and logging
enquiries for travel agents to maximise the customer holiday journey.
Checking daily work printouts for errors and duplicate bookings.
Aug 04 – April 09Senior Consultant – I joined the specialist team responsible for the
booking of discounted holidays for employees and their families with the in-
house brands. Dealing with the team’s admin work and diary system and
working on spreadsheets. This promotion enabled me to pass my
knowledge through one to one and classroom training to internal
colleagues and also new starters. I was awarded a tour operations award
for helping implement a new database system for the Staff Travel Team to
improve administration work. In 2005 I passed the NVQ insurance exam to
be able to sell Travel Insurance; I have also completed a CRISIS diffusion
course to enable me to deal with challenging situations. I also completed
training on a new web chat system and a web based selling system.
Feb 03 – Aug 04 Contact Centre consultant – I worked in the Reservations department
taking inbound calls from Travel Agents, meeting and exceeding targets
and objectives set by the company, focusing at all times on revenue
generation, maximising every opportunity to cross sell, liaising with resort
offices/suppliers when required to ensure customer satisfaction.
May 98 – Feb 03 Sales and Export Clerk - Lister-Corniche, Bradford
Duties included organising the safe export of luxury upholstery fabric to the
UEA and Israel, invoicing and credit control, I was responsible for
organising the velvet used for Queen Elizabeth the Queen Mother’s funeral
in 2002
1978 – 1998 During this time, as well as bringing up a family, I held a number of
positions working in retail, catering, also within the Care home industry and
bar work.
Education
Salt Grammar School September 1975- July1978
‘O’ Levels (A-C): Maths, English, French, History, Human Biology. Office
practice and Domestic Science.
Shipley College May 1992-July 1993 RSA 1,2,& 3Word processing passed with
distinction.
2005 On Job Training NVQ Level 1, in selling Travel Insurance
Hobbies and Interests
I am a keen walker, love reading, travelling and spending time with my family. I also love to
do crafts, making chutneys from my homegrown produce, making bath bombs and knitting.
Referees
Joanne Ellerton Newspaper Sales Manager. Joanne.Ellerton@nqyne.co.uk