Summary
Overview
Work History
Education
Skills
Additional Information
Personal Information
Certification
Timeline
Generic

Chloe Horsfield

WA

Summary

With a wealth of sales and customer service experience, which has been highly successful over the last 12 years, I’m highly driven, self-motivated and excel under pressure. I like to be challenged in my work roles and enjoy positions that offer variety. I always go above and beyond, striving to beat targets and set new records whilst operating in a professional and mature manor. I’m a natural team leader who is approachable, warm and personable. I am able to build new relationships quickly and maintain these relationships with fluid communication, respect and professionalism. Hardworking and driven sales management professional equipped to revitalize sales operations and align procedures to maximize profits and client acquisition. Successful at improving sales procedures to streamline and strengthen processes. Multifaceted leader with analytical and diligent approach to building and leading strong teams.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Customer Support and Sales Manager

Gb Rail Freight
10.2022 - 11.2023
  • My role was to manage the bookings team and enhance customer engagement
  • Resolve customer complaints and upskill existing bookings team
  • I was also responsible for rating and converting new business.
  • Prepared sales presentations for clients showing success and credibility of products.
  • Boosted marketing, reviewed pricing strategies and expanded distribution channels to increase sales revenue.
  • Led a successful sales team by providing motivational coaching and performance-based incentives.
  • Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
  • Resolved customer issues quickly to close deals and boost client satisfaction.
  • Facilitated cross-functional communication between sales, marketing, and product development teams to ensure cohesive efforts towards shared goals.
  • Implemented CRM systems for better tracking of leads, improving follow-up processes and communication within the team.
  • Managed key accounts with strategic planning and relationship building, resulting in increased customer loyalty and repeat business.
  • Increased profit margins by effectively controlling budget and overhead and optimizing product turns.

Senior Loyalty & Cruise Sales Manager

P&O Cruises
10.2017 - 04.2020
  • As part of the Senior Management Team responsible for the delivery of the highly acclaimed P&O Client Loyalty club, I led a team of 3-12 and consistently exceeded our high monthly targets throughout my employment
  • I directed and created targeted marketing for the brand and regularly delivered staff training
  • Outside of my role, I was also part of the operations team enabling smooth turnarounds on guest changeover days and fluid operations on port days
  • My duties included but were not limited to: Carry out monthly 1:1s and appraisals, part of the ops team on turn around day, checking in and out over 3,500 guests in a matter of hours, assisting with tours on port days, mustering guests and dispatching to correct coaches, plan and host large-scale events like captains cocktails and welcome onboard parties, resolve customer queries and complaints, create and deliver destination presentations, plan target marketing, quote & close future cruise bookings (cross and upsell), plan and deliver regular training on product knowledge, the sales process, and the customer journey, manage the Peninsular Club onboard - P&O’s elite membership offering, reported directly to Head Office with demonstrations of achieved targets, shipboard duties included: embarkation duties, running the priority lounge & priority lunch, assist with shore excursion, escorting tours, organize surprise and delight moments, achieve monthly targets for customer care and satisfaction, muster station leader – Guest safety Drills, planning and delivery of new product launches.
  • Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Cross-trained existing employees to maximize team agility and performance.
  • Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
  • Defined clear targets and objectives and communicated to other team members.
  • Onboarded new employees with training and new hire documentation.

Sales Consultant

PH Real Estate Dubai
09.2016 - 10.2017
  • This role included the full responsibility spectrum for the sales of properties in the UAE including: carrying out valuations, obtaining new business via market appraisals and prospect calling, arranging viewings and open houses, negotiating and closing deals, photographing properties and writing sales materials, full marketing mix - flyers, brochures, and website layouts, and managing clients’ portfolios through to sale.

Onboard Hostess

Fred Olsen Cruise Lines
01.2013 - 10.2016
  • My onboard role as a hostess was varied, from organizing guest entertainment to assisting with shore excursions, assisting with embarkation and disembarkation, hosting evening quizzes and game shows to welcoming guests into restaurants.

Education

No Degree - NVQ - Front of House Management

Suffolk College

Skills

  • Promotional sales events
  • Business Analytics
  • Consultative Selling Techniques
  • Verbal and written communication
  • Sales Planning
  • Sales Statistics Analysis
  • Decisive
  • Sales Records Management
  • Client Base Retention
  • Operations
  • Business Planning
  • Customer Complaint Resolution
  • Team Recruiting and Onboarding
  • Sales strategy development
  • Solution selling
  • Revenue Forecasting
  • Sales team training
  • Price Schedules
  • Business development and planning
  • Account Management
  • New Hire Onboarding
  • Brand Development
  • New Business Development
  • Cross-Channel Marketing
  • Sales processes
  • Sales Reporting
  • CRM Software
  • Pipeline Management
  • Relationship Building
  • Lead Generation
  • Marketing strategy
  • Operations Management
  • Sales Coaching
  • Direct Sales

Additional Information

I have travelled extensively around the world and love the experience that seeing new destinations and cultures brings. I have a British Sign Language Level 1 qualification, which I have used throughout my career. Hospitality and tourism are where I crafted my exceptional people skills and the ability to rise when under pressure and become a natural solutionist. I would consider myself a chilled and positive person who takes on new tasks with confidence and ease. I hold an NVQ Level 3 Front of House Management qualification and a Level 3 Diploma in Childcare.

Personal Information

Date of Birth: 04/20/88

Certification

Level 1 BSL - British Sing Language

level 4 Diploma - Children and Young peoples work force

NVQ - Front of House management

Timeline

Customer Support and Sales Manager

Gb Rail Freight
10.2022 - 11.2023

Senior Loyalty & Cruise Sales Manager

P&O Cruises
10.2017 - 04.2020

Sales Consultant

PH Real Estate Dubai
09.2016 - 10.2017

Onboard Hostess

Fred Olsen Cruise Lines
01.2013 - 10.2016

No Degree - NVQ - Front of House Management

Suffolk College

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Chloe Horsfield