Katerina Skocikova
CX Team Lead at Fred Perry- Claim this Profile
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Czech -
Topline Score
Bio
Credentials
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CybSafe Certification in Security Awareness
CybSafeOct, 2022- Nov, 2024
Experience
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Fred Perry
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United Kingdom
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Apparel & Fashion
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200 - 300 Employee
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CX Team Lead
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May 2021 - Present
- Working with CXM to build and develop exceptional customer experience workstreams collaborating with both internal and external partners.- Using the voice of our customer, internal feedback from our workstream partners and analytics to streamline and improve your workstream processes. Working with CXM to launch to customer service initiatives.- Day to day management of customer services including all messages / tickets through various channels and, when necessary, forwarding necessary enquiries to relevant people within Head Office.- Coaching workstream partners utilising both digital and in-person / in-store training methods- Taking/answering calls to/from customers, liaising with our external carrier(s) and the customer regarding delayed/missing packages-Tracking of orders shipped/not shipped/on hold and managing customers’ expectations accordingly- Credit issues/checks/cancellations/processing manual orders.- Processing refunds, exchanges and faulty items.- Collaborate and communicate with eCom Team / Developers / IT / WH to ensure:o all website / information copy, product and non-product is current and accurate.o all websites are always operational,o any issues are dealt with promptly and efficiently.- Using Magento admin panel to manage shipments, cancellations, amendments.- Using Zendesk as main Customer Service platform to reply to customer’s queries, taking advantage of the interaction of internal agents to guarantee more efficient and faster communication/updates to the customers.- Overall management and monitoring of all orders, sales and shipments. Show less
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Retail Operations Assistant
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Sep 2005 - May 2022
OPERATIONS AND ADMINISTRATIONS:• Assisting Retail Operations Manager with creating Retail Operations Updates • Creating and distributing Monthly Write off’s report to RM’s, Retail Manager and Head of Retail• Creating and distributing 6 months PI Summary for PI Bonus purposes to RM’s, Retail Operations Manager, Head of retail and Retail Analyst• Assisting with forecasting/Budgets for Fred Perry carrier bags, hangers, badges and carrier bag stickersTRAINING AND DEVELOPMENT• Looking after all training documentation when new Operation Procedure is introduced• Manage and train my assistant• New Store Manager’s Induction in the head office – Overview at the end of the induction • Taking part in Manager’s meeting prep• Assisted Head of Department with updating Check list for shops that are being re-fitted COMMUNICATION• Contact for Head of Retail when she is on holiday • Updating Retail Intranet and updating all Retail Shops information as well as Fred Perry Website• Creating and Distributing Weekly Report during Retail Analyst’s absence• Taking care of any Customer Enquirers related to Fred Perry owned shops• Arranging for any slightly dirty ‘faulty’ items to be dry cleaned so they can come back on the shop floor and be re-sold (With QC)• Ordering, allocating and dispatching staff sales for all own Fred Perry shop teamsPROJECT DELIVERY• Creating weekly Delivery Error reports for retail shops• Arranged for Security/Caution Tape to be used in retail shops when processing transfers – instead of Brown tape, which could be easily replaced if box gets damaged/tampered withREPORTING• Reporting to Regional Managers on regular basis on the operational performance of their store managers and other reports• Reviewing store weekly reports created by the store managers and follow up any issuesSYSTEMS• Maintain all systems used within the department – AS4OO, NAVISION Show less
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Gap Inc.
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United States
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Retail
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700 & Above Employee
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Specialist
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Jun 2004 - Aug 2006
• Maximise sales, minimize stock loss and helping to achieve all targets set by the company • Assist with the recruitment/training and development of all staff • Follow merchandising guidelines and to maintain a high level of store standards • Responsible for stock management within seasonal change and needs of understanding of stock rotation • In the absence of the store manager taking responsibility for all store financial affairs • Assist the store manager in providing accurate and timely administrative information via company procedures • Key holder and ensuring that the sore is secure outside trading hours • Carry out company stock take as and when required • Achieve a high level of customer service at all times • Ability to work on own initiative and to contribute to self development • Interact effectively with external vendors and UK head office Show less
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