Paula’s career spans nearly 30 years in the travel and leisure industry, working both in the UK and overseas for 2 of the largest UK tour operators as well as a wide range of other companies in the travel sector. Her expertise lies in helping businesses improve end-to-end customer experience through needs analysis, change management and continuous improvement processes, leading to higher satisfaction and retention levels.
Paula began her career at Thomson Holidays and spent several years working in resort, learning to walk in the customers’ shoes before moving back to the UK. She held a series of senior leadership roles where she began to introduce the customer as a Board level agenda item.
Most recently, she developed and delivered the overseas service and operations strategy for Jet2holidays, taking it from its inception to the 3rd largest tour operator in just 5 years. This involved building empowered multi-cultural teams to provide consistently high service, in line with company values and procedures, across several different countries. The customer satisfaction level reached 96% after just 5 years.
Alongside her leadership roles, Paula has many years’ experience in developing and delivering training for both specific areas such a customer service and companywide cultural change programmes
Over her career Paula has many years of experience in successfully resolving disputes and has acted as Incident Manager for a great number of major incidents involving customers. She is trained in interpersonal and commercial mediation.
She recently joined the Alternative Board Leeds North team as a Facilitator and Coach in order to combine her experience in business with her passion for people and success.
Connect with her on LinkedIn here