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Ann-Marie Kirkham

@ann-mariekirkham

Customer Care Representative at Avis Budget Contact Centre who resolved 98% of customer queries and supported British Airways and Booking.com.

Spain

Message

At Avis Budget Contact Centre, I provided high-touch support to global B2B and B2C clients, including British Airways and Booking.com. I handled complex inquiries and escalations, and was recognized for exceeding team targets with a 98% customer query resolution rate.

At Alef & Kiai, I re-engineered client onboarding and appointment workflows, maintained CRM data integrity, and trained cross-functional teams on CRM best practices. I also streamlined corporate reporting workflows, reducing customer onboarding response times by 20%.

Experience

Work history, roles, and key accomplishments

Customer Care Representative

Avis Budget Contact Centre

Jan 2022 - May 2026 (4 years 4 months)

Provided elite, high-touch support to global B2B and B2C clients, serving as the dedicated point of contact for premium partners like British Airways and Booking.com. Managed complex escalations and maintained a 98% customer query resolution rate.

Customer Service Escalation Management B2B B2C CRM SLA Adherence Quality Assurance Customer Feedback Analysis

Customer Service Representative

Webhelp

Nov 2021 - Jan 2022 (2 months)

Handled high-volume B2C fashion inquiries regarding orders, exchanges, and returns with an upbeat, helpful attitude. Prioritized active listening and swift troubleshooting, contributing to excellent first-contact resolution rates.

Customer Service B2C Active Listening Troubleshooting First Contact Resolutions

CRM Controller

Alef & Kiai

Nov 2020 - Nov 2021 (1 year)

Re-engineered client onboarding and appointment workflows, reducing friction and improving user experience. Managed CRM data integrity and mentored cross-functional teams on CRM best practices, streamlining reporting workflows to reduce onboarding response times by 20%.

CRM Data Integrity Onboarding Workflow Optimization Training Mentorship Reporting

Sales & Onboarding Trainer

Giant Marketing

Oct 2018 - May 2020 (1 year 7 months)

Conducted onboarding and CRM usage training for new hires and created Excel-based reporting tools to track onboarding success and client retention rates. Delivered regular feedback to management on staff performance and sales effectiveness.

Training Onboarding CRM Excel Reporting Performance Feedback