Senior Renewals Advisor

• Nov 2022 - Present

Customer Experience Manager

• Aug 2020 - Sep 2022

•Trained staff on operating procedures and company services •Identified individual development needs with appropriate training/coaching sessions such as weekly 1:1 meetings, assigning eLearnings to facilitate their development, aligning their goals with company’s weekly and monthly KPIs •Compiled the team’s weekly and monthly KPI updates, providing key stakeholders with a monthly KPI report • Oversaw Wayfair’s Global Queries Chat Support on a daily basis for the UKI region •Continuously assessed journey maps, addressing strengths and weaknesses through communication, structured planning and information exchange • Engaged with multiple managers and directors to facilitate development and delivery of key customer initiatives • Developed new employees and on-going performance assessments to maintain high-quality customer service • Enhanced internal and external customer satisfaction ratings by researching, troubleshooting and resolving escalated issues efficiently • Developed, recommended and implemented strategies to improve employee work quality and speed • Setting up customer functions, reporting functions, dealing with ‘the voice of the customer’ and setting up all systems and processes behind that • Collaborating with other managers in a weekly meeting to exceed weekly/monthly targets and customer experience • Quality control checks, requiring deep understanding of the company and all products • Ability to confidently negotiate to resolve an array of issues/queries for both staff and company • Collaborating with the Marketing team to ensure customers are satisfied, thus achieving competitive advantage Show less

Beauty Advisor & Manager

• Nov 2019 - Mar 2020

[Shorter contract due to COVID-19 crisis] Stepping in as manager due to a internal staffing issue; • Managing overall store operations • Recruiting and scheduling employees, training and development of employees • Set and divide budgets and sales target evenly between the team to ensure we are achieving targets given • Preparing morning briefs on where we are target wise, motivate the team with incentives and ensuring everyone has the training and support they need to succeed • Tracking targets daily to ensure we are aligned on the sales target for the week/month • Concession store paperwork and conducting team conference calls with other managers • Delivering excellent service and focusing on customers needs and satisfaction Show less

Sales & OTC Assistant

• Dec 2016 - Nov 2019

• Onboarding of new employees with shop and product training • Shop floor management of employees and operations • Meetings and events with brand reps and directors • General retail advisor duties • Visual merchandising • Stock replenishment, stock-taking • Relationship building with brand reps and training within different cosmetic brands • Shop lock-up and cashing up of tills • Weekly team building meetings • Identifying gaps in the sales market and collaborating with employees/partners to market the products in a way that draws customers in • Building rapport with customers and creating a relationship to ensure an excellent experience & repeat customers • Ensuring outstanding customer experience from the minute they enter the store Show less