Experience

iD

• United Kingdom
• Advertising Services
• 1 - 100 Employee

• Account Manager

  • Aug 2021 - Present

• Multi-site Store Manager

  • Mar 2019 - Aug 2021



iSmash

• United Kingdom
• Retail
• 1 - 100 Employee

• Central Workshop Manager

  • Jun 2018 - Feb 2019

  Identified and implemented operational improvements to drive efficiencies and increase revenues. Key Responsibilties:• Key decision maker alongside the Head Technician on all recruitment including interview and repair assessments.• Increased staff engagement and performance through positive and clear communication with team; daily briefings, discussion of performance against forecasts, new products, strategies and initiatives.• Collaborated with Software Developers to optimise the booking/repair system creating a better flow yielding to an increase in repairs.• Introduced visible dashboards for technicians, implementing a target of 5 devices per day improving success rate from 45% to 72% in 6 months.• Identified and appraised workshop stock management inefficiencies and embedded a number of measures including rolling stock checks, improved communications with retail outlets reducing waste through increased stock transparency; daily wastage and stock checks.• Created a robust service delivery model and SLA's driving customer satisfaction and increased capacity of daily repairs.

• Flagship Store Manager

  • Jul 2017 - May 2018

  Developed operational and commercial competences by undertaking a number of roles ultimately leading to being promoted into a Store Manager role. Frequently received business recognition including being awarded 'Manager of the Year' and 'People's Choice'.Key Responsibiltiies:• Delivered intensive 4 week full training to new hires into the business from this trainee store before being assigned their permanent stores.• Regularly measured customer experience through the use of NPS, improving scores by 30% within 3 months.• Committed to continuous improvements and efficiencies, regularly parachuted into poor performing stores to identify and resolve shortfalls and issues.• Provided critical interface across internal teams underpinned by strong stakeholder management skills.•Acknowledged Team Leader / Manager receiving the “Manager of the Year” accolade out of 28 retail Managers and the “People’s Choice” Award, nominated and voted for by company peers

• Assistant Manager

  • Mar 2016 - Jun 2017

  • Consistently built rapport with customers and colleagues through active listening and strong relationship building skills offering a professional, flexible, and adaptable service.• Guide, mentor junior colleagues giving constructing feedback to develop competences aligned to best practice.

• Sales Associate

  • Mar 2015 - Feb 2016

  Utilised deep knowledge of the mobile phone, laptops and tablet market to undertake a broad role with responsibility for providing a friendly, professional sales and support function both face to face and remotely for mobile phones.Key Responsibilities:• Act as an escalation point for complex queries ensuring transparent communication and resolution with customers in adherence to company protocols.• Increased customer loyalty by providing high-touch customer service.• Established effective organisational skills underpinned by effective use of time management• Recognised by senior management for exceptional communication skills and escalation resolution.



Three UK

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Assistant Manager

  • Mar 2014 - Feb 2015

  Sales, Customer service, reports, banking, Sales, Customer service, reports, banking,



Telefónica

• Spain
• Telecommunications
• 700 & Above Employee

• Assistant Manager

  • Mar 2011 - Nov 2013

  being in charge of 6 members of staff, motivating staff to achive their goals and targets, in charge of ordering stock, supervising staff members throught all day making sure customer service level it as the finest, banking, carry out daily reports (lodgements, transfers of stock, petty cash, repairs, RMAs etc, ) , traing new starters, merchandising, answering emails, dealing with complaints, office work

• Sales Associate

  • Aug 2009 - Mar 2011

  building relations with new customers as well asmaintaining them with current ones, dealing with complaints, answering emails, customer service ,