Experience

HERA Clothing

• United Kingdom
• Retail
• 1 - 100 Employee

• Customer Support

  • Dec 2021 - Present

  Hera London is an eCommerce, fashion apparel brand/retailer based in Cheltenham UK. Hera London designs and develops its products in the UK, manufactures in the Far East and Europe and then ships directly to its customers from the Hera London eCommerce store.Launching in 2015, Hera London soon became known for its iconic skinny jeans, oversized t-shirts, and loungewear, collecting a loyal customer base, and attracting ambassadors and celebrities such as the Geordie Shore cast, Brooklyn Beckham and Sofia Richie, as well as launching a range of product within Selfridges London. These elements contributed to significant growth in revenue and profits, enabling Hera London to reach a turnover of over £5million in 2019.In December 2021 the ex-Chairman and now Executive Director of Gymshark Paul Richardson purchased full shares in Hera London, taking complete ownership, with the mission to capitalize on the work done by the previous team, create significant company growth, and improve brand equity. With a new management structure, Hera London has ambitious objectives to continue its growth to £100m over the next 3-5 years.-------------------------------------------------The Customer Support Advisor will be the champion of the HERA brand and be part of the ongoing growth and success by delivering outstanding customer service to enhance the HERA customer experience. Offering a personalised service for each customer to cater for their specific needs by either interacting with them in a live chat, speaking on the phone or via social media or by email.Giving outstanding customer service, by providing a bespoke journey to HERA customers.Delivering and exceeding personal performance targets to help support the overall Customer ServiceWork collaboratively.Passionate about giving outstanding customer service and exceeding customers’ expectations by providing bespoke solutions.



Bamboo Technology Group

• United Kingdom
• IT Services and IT Consulting
• 1 - 100 Employee

• Client Care & Technical Support Representative

  • Sep 2015 - Dec 2021

  •Management of B2B Customer Accounts alongside providing excellent levels of Customer Care and Technical support within the technology industry. •Trained and worked with various internal and external portals and CRM platforms catered specifically to our Customers’ needs. •Provided Technical Customer Support and after sales management of systems already in place. •Building Technical systems products/systems sold to our Customers, of which would Include Fixed/Mobile/Cloud & Broadband systems. • After care maintenance of systems and products built, within the remit of the Customer Support Team.•Pro-activity in contacting our Customers regarding their accounts should I feel particular actions to be beneficial to themselves along with a possibility of reducing their costs. •Assisting new team members with training I am knowledgeable within. •Providing support to Management on a daily basis should this be required. Other responsibilities and key achievements included;• Purchasing orders via SAGE.• Buying in stock from multiple suppliers,, whilst maintaining excellent relations with our Suppliers to benefit both Bamboo and our Clients in competitively priced hardware.



Superdry

• United Kingdom
• Retail Apparel and Fashion
• 700 & Above Employee

• Customer services Supervisor

  • Nov 2009 - Sep 2015

  Trained in various areas and systems within the department, including our main web-store, eBay outlet store and Retail operations. Demonstrating excellent Customer Service via customer emails correspondence and telephone communication, while collecting information and tracking customer deliveries and returns via couriers used. Constantly liaising with the dispatch and returns team to ensuring all orders are processed effectively and accordingly. Likewise assisting in an array of administration duties. Other responsibilities and key achievements included;• To provide knowledge and assistance to other Team Members when required.• Demonstrating my empathetic qualities in order to deliver excellent Customer Service

• Customer services supervisor/duty supervisor -

  • Oct 2010 - Feb 2014

  Managing a team and delegating work tasks to ensure that a high level of performance is reached, while been first port of call with customer escalation emails and calls. Communicating with the team on a one to one basis including setting KPI’s, personal objectives and personal development plans including the guarantee that training was undertaken by team where necessary. Constant demonstration of been initiative in difficult and unexpected situations and thinking on the spot to resolve issues. Assistance in the management of any tasks that may be delegated to myself. Other responsibilities and key achievements included;• Liaising with Agencies when appointing and working with temporary team members.• Allowing my leadership skills to develop where the situation arose.• Level 2 Award in Team Leading achieved

• Customer services advisor - Superdry eBay store

  • Jun 2010 - Oct 2010

  Demonstrating excellent customer service via email and telephone correspondence, while collecting information and tracked customers deliveries and returns via couriers used. Ensuring a solid communication with the dispatch and returns team ensuring all orders were processed effectively and accordingly. Other responsibilities and key achievements included;• Maintaining solid contact with our Ebay Account Team to ensure that the store was run to the highest standards• Working as a Solo Customer Services Advisor, ensuring that my daily tasks were effectively managed. • Promotion to Customer services Supervisor

• Customer services advisor - SuperDry.com webstore

  • Nov 2009 - Oct 2010

  As per the above although trained through an alternative webstore and software.



C2 HAIR DESIGN LTD

• United Kingdom
• Retail

• C2 Hair design - Salon receptionist

  • Feb 2009 - Oct 2009

  Demonstrating excellent customer service on a one to one basis with the salon clients, booking in clients through computer booking software. Ensuring that the salon floor was presentable at all times and any ad-hoc tasks were covered that was required of me. Closing the day off by cashing up the salon takings ensuring that all accounts balanced and that cash was banked on a daily basis. Key player in the process of stock orders for salon and dealing with stock replenishment on receipt. Demonstrating excellent customer service on a one to one basis with the salon clients, booking in clients through computer booking software. Ensuring that the salon floor was presentable at all times and any ad-hoc tasks were covered that was required of me. Closing the day off by cashing up the salon takings ensuring that all accounts balanced and that cash was banked on a daily basis. Key player in the process of stock orders for salon and dealing with stock replenishment on receipt.



Catwalktocloset

• Apparel & Fashion
• 1 - 100 Employee

• Studio assistant

  • Aug 2006 - Oct 2008

  Cataloguing garments through the e-commerce software to sell through both the online boutique and eBay store, ensuring that all the garments and accessories were photographed in house in the studio making use of professional lighting and camera equipment. Correspondingly editing photos through Photoshop before creating listings within the web-store and eBay. Day to day dealings with customer correspondence via email, while picked and packed customer orders to send via Royal Mail. Likewise, assisting with stock takes.