Sophia Rawlings

• Lead a phone-based client relationships team of 3, the first point of contact for prospective clients - qualifying leads and booking in-home appointments for the external team to convert into onboarded clients.
• Hired to establish leadership and structure where none existed; rebuilt broken workflows, processes, and systems, lifting team call volume performance by 350%.
• Designed a full onboard

• Worked with the design teams on ideation and creative concepts
• End-to-end co-ordination of events and development of run sheets and documentation, whilst working within tight deadlines
• Managed budgets, including supplier negotiation
• Event administration, management and delivery from concept to debrief
• Developed and maintained supplier relationships

Took a career break to travel across Europe, South East Asia, and Oceania.

• Supported the clinic owner by independently managing day-to-day clinic operations during her frequent travel.
• Managed rostering, appointment scheduling, clinic workflows, stock control and supplier relationships, ensuring smooth
day-to-day operations.
• Worked closely with clinicians and front-of-house staff to deliver a calm, premium client experience from enquiry through
to treatment.
• Main

Integral and high-profile role, helping to manage and deliver exceptional Customer Service to over 10,000 people looking to get onto the property ladder, through implementation of KPI's/SLA's. Responsible for recruiting, managing, motivating and training a team of 5 CS Agents, providing ongoing feedback, performance reviews and monitoring KPI's/SLA's. Tasked with truly understanding the customer

Managed and developed a high performing team of 15 crew members to ensure they delivered the
high level of customer service British Airways is renowned for. Responsible for all team scheduling,
periodic appraisals and the health and safety of passengers and staff onboard and supporting
high-profile passengers including A-list celebrities, diplomats and other dignitaries.

Key Achievements:
● Aided

Delivered first class onboard services to passengers from diverse backgrounds including VIP’s and
Royalty and was responsible for the health, safety and wellbeing and emergency procedures.
Demonstrated expertise in responding to passenger medical emergencies and administering First Aid
and CPR.

Key Achievements:
● Selected to receive bespoke Japanese training and Childcare training delivered by N

Built strong relationships and promoted the MetLife brand and products, with key registered individuals
within designated FA firms. Worked alongside three external sales consultants, managing their diaries,
booking meetings, helping to organize travel arrangements and hospitality events. Acted as a
gatekeeper between themselves and the advisors, helping to manage his time efficiently.
Applied know

Working within a small team in a high pressure sales environment, I delivered tasks to strict deadlines,
worked under pressure, and exceeded stretching targets. I worked with several different types of
customers and learnt how to tactfully deal with different, sometimes difficult situations. I built
relationships with prospective tenants, dealing with as many as 50 tenants simultaneously.

Key Ach

Provided customer service and ensured passenger safety onboard flights.

Completed secondary education at Ryde School with Upper Chine from 2004 to 2011.