Ghislaine Martin
Jacobs Well
Summary
Highly experienced within both Travel and Telecommunications sectors, with proven outcomes through customer satisfaction, team management and deliverables beyond expectations. Currently studying at Blackburn University campus in BSc Hons Business Management
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
27
27
years of professional experience
Work History
Mobile Co-ordinator
Matrix247
01.2022 - 01.2025
- Responsible for overseeing the Mobile department clients
- This includes new account setup and mobile purchases, ongoing support for current clients and customer retention with contact renewals
- This role allows me to use many in-house systems including ticket allocation, mobile account billing, mobile supplier activation
Team Manager Full Fibre Connections
BT
08.2020 - 01.2022
- I am currently in a seconded role as a Full Fibre connections team leader, with proven outcomes through management of Full Fibre live care
- Driving my team to excel through clear goals and motivational management
- Adept at dealing with internal and external stakeholders to achieve successful outcomes and deliverables
Team Leader Full Fibre Connections
BT
08.2020 - 04.2021
- Leading a diverse team of Full Fibre live care advisors to motivate, provide decisive direction and vision for their career development
- Through this role I provide strong leadership along with implementing change, in the way we work in order to provide clarity and focus within the team on delivering outcomes
- Responsibilities include: To lead an operational team, comprising of diverse and skilled Full Fibre Connection agents
- Accountable for the day to day running of team, including all daily duties and tasks
- Accountable for the delivery of internal employee KPI's including all BT Matrix and developmental plans
- Decision making within team, to deliver successful customer outcomes and responsible for implementing any decisions determining change
- Responsible for reducing customer dissatisfaction and improving customer satisfaction through improving end to end FTTP provision processes
- Responsible for cost reduction and efficiency initiatives within the unit
- The development of new technologies within the department and their deployment to improve the quality of the service provided to improve the customer journey and experience
Full Fibre Connections Case Manager
BT
11.2017 - 08.2020
- Working as a Full Fibre Connections Case Manager
- This role involved individual case management of BT customers in order to resolve and respond to non-deliverables of BT Full fibre products
- Functions of this role included: proactive customer liaison for complex delays in service, Complaint Resolution
- Full understanding of Full Fibre product and its effects on customer, service Liaising with internal stakeholders for rectification
Business Owner
Melting Moments NZ
09.2012 - 05.2015
- Owner and creator of Melting Moments NZ
- Providing the public with handmade candle, fragrance and cosmetic products
- With stores in Tauranga and then a second store in Wellington
- All products were made by myself with a loyal following of customers and included the use of social media platforms to promote the business and products to all clients and online world allowing us to start online order platform
- Responsible for all aspects of the business as below: Staff recruitment and training, Sales, Product development and design, Store concept management, Financial Management of both stores
Clarins Counter Manager
DFS Galleria
01.2007 - 01.2008
- Based airside at Auckland International Airport
- Responsible for implementing new business ideas and above all growing the counter and business to its full potential
- Role also included: Manage targets and sales figures, Implement self-starter promotions and new business initiatives, Manage and maintain appropriate stock levels, Be the glue that holds the counter together
Clinique & Clarins Counter Manager
Smith & Caughey's
01.2005 - 01.2007
- Responsible for implementing new business ideas and above all growing the counter and business to its full potential
- Role also included: Manage targets and sales figures, Implement self-starter promotions and new business initiatives, Manage and maintain appropriate stock levels, Be the glue that holds the counter together
Travel Sales Consultant
Flight Centre Travel Group New Zealand
08.2003 - 04.2005
- Working in the local Auckland City store helping customers source their dream holiday
- Areas of expertise included Australia, USA, Asia, South Pacific and United Kingdom
- Roles also included Foreign Exchange, in-store phone holiday enquiries
- This role also included the management of social media platforms to promote Holiday packages and special offers to client base
- Use of Galileo GDS systems, in-house DMC systems and other airline platforms
Cabin Crew
British Airways
01.1998 - 01.2003
Education
High School Diploma -
St Annes
Stockport05-1991
Skills
- Experienced with Software Tools
- Effective Communication
- Brand Positioning Expertise
Timeline
Mobile Co-ordinator
Matrix247
01.2022 - 01.2025
Team Manager Full Fibre Connections
BT
08.2020 - 01.2022
Team Leader Full Fibre Connections
BT
08.2020 - 04.2021
Full Fibre Connections Case Manager
BT
11.2017 - 08.2020
Business Owner
Melting Moments NZ
09.2012 - 05.2015
Clarins Counter Manager
DFS Galleria
01.2007 - 01.2008
Clinique & Clarins Counter Manager
Smith & Caughey's
01.2005 - 01.2007
Travel Sales Consultant
Flight Centre Travel Group New Zealand
08.2003 - 04.2005
Cabin Crew
British Airways
01.1998 - 01.2003
High School Diploma -
St Annes
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