Paul Templeman - CVCall: 07398 100 252 Home: 01206 230 630 Email: paultempleman@outlook.com

Address: Westland's - Colchester Road - Ardleigh - Colchester - Essex - CO7 7PA

Summary of Skills & Experience

15 years experience of proven abilities to a high level of customer service predominantly face to face with a high success in sales and administration. I have five years experience as a Team Leader & eight months as a Duty Manager. As a Manager I believe it is important to motivate, monitor and train my staff to perform to the highest level. I thrive on being the best. I always apply passion, possitivness and a "can do" attitude which I'm sure my teams embrace. I have proven experience in exceeding KPI's and company set targets.

Administrative: Adeptly handle administrative matters including email management and calendar events. I pay close attention to detail ensure accurate information. I am a very well organised, forward thinking candidate with the skill set to adapt to new tasks and set challenges.

Customer Service & Sales: I offer the highest level of customer service. A proven ability to go above and beyond the standard levels of customer service. I have won awards, exceeded targets, KPI's and increased business.

Communication: Interact professionally to all levels of staff and customers. I am very positive candidate who is an excellent team player and has the ability to work well on my own. I truly believe I motivate staff to give the best performance. I deliver the highest level of confidentiality and handling sensitive matters. I have a high level of experience dealing with all human emotions, culture, religion, special needs and feelings from stress, anxiety, anger, panic, upset and excitement to name but a few. I respect all.

Computers: The ability to learn and pick up new computer software, hardware and a strong level of experience in Outlook, the Internet, Excel and Word.

Working Experiences

Passenger Service Agent - Swissport Stansted Airport June 2016 to present date.

Working under extreme pressure, tight deadlines with high volumes of customer requirements. Dealing with high number of difficult situations from passengers with anger, anxiety, stress, worry, upset panic to name but a few. I work in the highest, pressured area for the whole of Stansted airport on a regular basis which other members of staff find too difficult. Paid close attention to the most finest of details to ensure correct, legal and validity for travel. Awarded Clean CRC Criminal Record Check 2016. This also relates to the previous CRB Checks.

Credit Manager Advisor Haven Power Sept 2013 to June 2016.

Joined the company as a Customer Accounts Manager in the Operations Department and was promoted to Credit Manager Advisor. As a Customer Accounts Manager I had some key accounts. The value of these business was around £1 million revenue per month. My largest customer renewed their contract due to the high service levels I provided which was worth £6 million per year. I was nominated and won various awards for going above and beyond the call of duty both to internal and external customers. Smashed 6 of the 7 targets set for the year of 2015/16. This included clearing a large backlog of insolvencies. I advanced on in-house computer

systems. Exceeded deadlines to close accounts and their debt within a set time. Improved and re developed the insolvency processes thus created new company paperwork, procedures for all members of staff which resulted on

reduced time spent on accounts by an average of 50%. I had success and praise for the way I dealt with customer complaints scoring 9/10. Portfolio to back up claim.

Team Leader & Customer Service Manager TUI UK & Ireland Nov 2008 to April 2013

TUI (Tourism Union International) a multinational company which operates in a 180 countries with 30 million customers per year and is the largest leisure travel and tourism company in the world.

Team Leader for First Choice & Thomson Holidays for various sized teams for Greece, Canary Islands & Egypt. Promoted to Customer Service Manager for Crystal Ski within the first three months of joining TUI. I was responsible for Crystal Ski's largest club hotel in the whole of the world in relation to its customers and their welfare and to ensure we made

customers experience extra special as with all TUI Holidays. Responsible for the performance and welfare to First Choice's largest and longest standing customer based hotel achieving really high results both

sales and in customer service which as a result saw me promoted to a larger more challenging Thomson premium hotel with a larger member of staff, departments and challenges. At this hotel our Sales targets were also beaten and Customer service was now averaging around 85 to 90% weekly on a target of around 70%.

Resort Stand-Alone Manager while working in Taba Egypt. Team leader to various departments and sized teams from 10 to 15 members of staff. Site management in regards to entertainment, child care, mainline and airport staff. Performed monthly personal development plans (PDP) monthly targets KPI's and reviews to all my members of staff in each department. I would

liquidate staff and departmental accounts weekly. High Praise from Learning & Development Manager for all of TUI UK for dealing with difficult situation confirming winning behaviours.

Airport Controller was part of my role. I faced many challenges from 24 hour delays, strikes, stolen passports to even one set of parents leaving their 20 year son with me at the airport while they flew home! This was an additional very challenging role.

Adeptly handled a wide variety of customers of all ages, cultures, religion backgrounds and many sensitive matters such as deaths assaults, anger, stress, panic ,worry and anxiety. I provide more than just a service to customers. I respect all.

Due to my success, results, performance, skills and experience I have always been responsible for large areas, large number of properties, and a large number of customers. I have always been assigned challenging roles, high targets and KPI's within my time in the Tourism industry.

Turned around a massive complaint to the value of bookings worth £26,000 in various hotels for a large wedding party with issues of specific rooms booked however were just not available. I ensured the customers got more than what they had paid for and made the customers experiences extra special.

Rated an average of 85% to 90% Overall Holiday Advisor through the whole season from customer feedback from the UK. In 2009 received the award in recognition of achieving the top mainline summer customer service questionnaires with 501 returns at 83%. High level of experience of public speaking and presentations weekly to an average of 50 to 100 customers per meeting. Created new and exciting events involving local businesses for TUI customers to enhance their holiday experiences and at the same time giving back

to the local community. Organised and participated in local and international charity work raising over £1,000 during my time.

Holiday Representative Mytravel July 2007 to Nov 2008

Customer Service Representative Tour Operators including Airtours, Direct Holidays, Aspro, Manos, Escapades & panorama to an average of 300 customers per week in 11 hotels.

Won the award on training for the most promising - forward thinking candidate for Mytravel. Organised - present weekly presentations of Mytravel products and services which resulted in exceeding company targets and KPI's.

Duty Manager Oxford Inns & Hotels Nov 2006 to July 2007

Managed 14 members of staff from Housekeeping, food & beverage to administration. Completed end of day figures and submitted daily management information (M.I) One of my key roles was acting as a facilities manager for conferences, private and public events.

Holiday Representative Kosmar Holidays March 2004 to November 2006

First season and first time working overseas. I was given the largest area with the largest number of hotels and holiday customers. Received a large number of praise, thank you, reviews for exceeding customer service & expectations from company letters, emails, independent

websites such as Just Zante, Just Corfu and Trip Advisor.

Vehicle Rental Administrator Northgate Vehicle Hire Nov 2001 to March 2004.

Independent reports from customers to report I have given excellent customer service. Independent survey reports I was second highest of 15 members of staff rated exceptional customer service. Three years experience of fleet management deliveries/collections of cars and commercial vehicles up to 3.5 ton's.

Additional Qualifications BTEC Diploma in Business & Finance BTEC Health & Food Hygiene Level 2 CPVE Service to Business NVQ Tourism Customer Service Level 2 City & Guilds Retail Management Level 2 City & Guilds Communications Skills Level 2

Education GCSE Maths (C) English (CC) Social Studies (C) Science (DD) Law (D) Geography (C) Art & Design (C) CDT (C)

Interests Films - Technology & Gadgets - Football - Photography - Socialising - Restoring Motor Vehicles - PS4 - Charity Work