Experience

Stilnovisti

• United Kingdom
• Investment Management
• 1 - 100 Employee

• Cask Investment Sales Manager

  • Aug 2020 - Present



Amathus Drinks PLC

• Web and Sales office Manager

  • Dec 2019 - Aug 2020



The Whisky Exchange

• United Kingdom
• Wine & Spirits
• 1 - 100 Employee

• Ecommerce And customer service manager

  • Jan 2018 - Dec 2019

  Responsible for providing quality and efficient customer service to customers through the daily management of a team of customer service administrators.Supervising, guiding and motivating the team so the business can run smoothly, organizing and delegate the teams workload as well as monitoring them to make sure the tasks are completed correctly and within the time scale allocated.Undertake all induction training to include telephone training, email and letter etiquette and IT/systems training.Making initial judgments on customer complaints,escalating to Operations manager when required,responding to all complaints via email.Developing staff in both process and product knowledge.Conducting performance appraisals and manage ongoing performance of the team.Managing customer contact through the medium of telephone calls, electronically and face to face.Identifying and assessing customer needs to ensure satisfaction on orders placed.Liaise with courier companies where service level agreements (SLAs) have not been met. Managing issues relating to damaged products, Incorrect orders as well as delayed or lost packages.Advising and requesting instruction for all out-of-stock items, relay delays and timescales of when stock is expected to customers as well as offer suitable alternatives where necessary.Following up on payment issues.Providing pricing and delivery information in a clear and accurate manner.performing customer verification's to avoid fraudulent activity.Instilling Customer Service Administrators to log details of any form of communication between the customer and the team, detailing any events on the Customer Management Service (CMS).As such, allowing any member of the team to pick up and handle a customer's query better from the trail of events logged.Following up on customer reviews through Trustpilot and Google review sites within 24 hours.

• Customer Service Team leader

  • May 2016 - Dec 2017

• Business Development Executive

  • Nov 2015 - Dec 2016



Bodrake

• United Kingdom

• General Manager

  • Nov 2014 - Sep 2015

  • Analyzing and planning restaurant sales levels and profitability.• Organizing marketing activities, such as promotional events and discount schemes.• Preparing reports at the end of the shift/week, including staff control, food control and sales.• Creating and executing plans for department sales, profit and development.• Managing staff and providing them feedback.• Advising shareholders on menus and wine choice.• Recruiting, training and motivating staff.• Meeting and greeting costumers and organising table reservations.• Meeting with critics and journalists



Taqueria Notting Hill

• Bar Manager, Assistant Restaurant Manager

  • Sep 2011 - Nov 2014

  • Training and managing my team of bartenders as well as mentoring them in order to provide excellent customer service and great products.• Providing a friendly and welcoming atmosphere and managing expectations.• Organizing off-site events such as the Rhum Clement Jon One launch.



New Westcliff Hotel

• United Kingdom
• Hospitality
• 1 - 100 Employee

• Assistant Restaurant Manager

  • Feb 2010 - Sep 2011

  • Keeping eye on the work flow of the floor• Assisting waiters, greetings customers and looking after them in case of any special nutrition requirement.• Responsible for the staff working rotas, training and personnel development.