Experience

Virgin Trains Ticketing

• Travel Arrangements
• 300 - 400 Employee

• Retail Experience Coach

  • Apr 2019 - Present

  • Managing the digital journey at over 20 stations, by supporting the team through mentoring, coaching and implementing training.• Producing tailored and innovative training plans for retail staff to provide equal opportunities in working with technology.• Implementing change throughout the stations, addressing technology and digital fear, and transforming the retail journey.• Organising, preparing and executing great digital days for the local team, customers and corporate clients to build relations, network strategically and engage activity.• Developing talent within the organisation by performing reviews, setting up competitive and achievable goals, supporting growth plans to improve performance and creating a competitive and motivated team ethos.• Incorporating a results-based initiative by sharing weekly statistics across the teams and internal social media platform.

• Group Sales Manager

  • Sep 2018 - Apr 2019

  • Developed talent within the team by identifying and training future Business Development Managers, Team Leaders, and recruiting new team members.• Managed accounts via CRM to maintain good customer relations, analyse customer business plans and targets, as well as develop new methodologies to boost sales further.• Planned and implemented a sales strategy to keep the company competitive and innovative, with a clear understanding of business set goals. • Developed cohesive sales forecasts for team and over-delivered on sales targets; emerging tactics for new business relationships.• Considered all current political, economic, environmental and financial matters within the industry to remain the industry leader, identifying valuable emerging markets.• Oversaw sales activities for the Sales Department, ensuring sales team were competent on sales and service delivery to promote contracts. • Monitored the team’s performance through measuring actual performance against business plan and individual KPI’s, to guarantee collaborative and different targets are met consistently.

• Avocet Engager

  • Dec 2017 - Sep 2018

  • Supported the public and passengers in using the new ticketing system by demonstrating and engaging actively.• Trained the team on the latest devices, ensuring in-depth product knowledge to resolve issues efficiently.• Sought feedback from the team and the passengers to provide suggestions for improvements to the project team. • Devised training schemes to assist the change and implement the new digital platform daily.

• Team Leader

  • Jun 2016 - Dec 2017

  • Led the team by engaging, training and supporting members, creating good teamwork, workshops to build team relationships and to involve all members to voice ideas and concerns.• Delivered performance reviews, setting up goals, recognising effort and achievement and celebrating the same through our internal platforms. • Assisted recruitment events, identifying talent and developing team members individually as well as, as a whole.

• Floor Walker/ Deputy Team Leader

  • Jul 2014 - Jun 2016

  • Took a leading role in customer engagement to seek and investigate improvement strategies and areas that incur more issues. • Supported the staff to use the Avantix system to minimise long queues within the ticket office, implementing this digital change for customers.• Provided training and coaching to all team members to understand the policy better.• Established an ethical work ethos using team-building exercises, healthy competitions, and recognising achievements to encourage further.• Took a leading role in piloting the Envoy – a new ticketing system introduced in late spring 2015.

• Customer Service Representative

  • Sep 2013 - Jul 2014

  • Implemented techniques to improve customer services, focusing on gaining feedback, investigating trends, proposing solutions and providing suggestions to SMT.• Building customer relations and engagement by actively communicating with customers, addressing their needs, and assisting with any issues.• Managed the stock, orders and other internal processes effectively.• Michael Happel Ambassador – led the team to transform culture changes• Assisted with the grand opening of the lounge in 2014.



Avanti West Coast

• United Kingdom
• Truck Transportation
• 500 - 600 Employee

• Retail Experience Coach

  • Apr 2019 - Present



H&M

• Sweden
• Retail
• 700 & Above Employee

• Department Manager

  • Apr 2013 - Sep 2013

  • Managed daily stock, deliveries, stock room organisation, reorders and displaying products aesthetically on the shop floor for sales optimisation. • Delivered excellent customer services to the community, as well as implementing good customer relations throughout the team. • HR and recruitment processes, including performance reviews, appraisals, progressing talent, and managing development. • Managed daily stock, deliveries, stock room organisation, reorders and displaying products aesthetically on the shop floor for sales optimisation. • Delivered excellent customer services to the community, as well as implementing good customer relations throughout the team. • HR and recruitment processes, including performance reviews, appraisals, progressing talent, and managing development.



River Island

• United Kingdom
• Retail
• 700 & Above Employee

• Team Supervisor

  • Aug 2012 - Apr 2013

  • Provided excellent customer services to the community by responding to enquiries, assisting with purchases and mitigating any issues effectively to avoid escalation. • Managed the cash flow, reconciliation and investigated any discrepancies efficiently. • Provided excellent customer services to the community by responding to enquiries, assisting with purchases and mitigating any issues effectively to avoid escalation. • Managed the cash flow, reconciliation and investigated any discrepancies efficiently.



The Body Shop

• United Kingdom
• Retail
• 700 & Above Employee

• Keyholder

  • Sep 2010 - Aug 2012

  • Assisted customers at the till, with cash reconciliation, answering any queries, and helping them choose appropriate products for their needs. • Managed daily stock on the shop floor, as well as in the stock room, to ensure organization, as well as for reordering. • Assisted customers at the till, with cash reconciliation, answering any queries, and helping them choose appropriate products for their needs. • Managed daily stock on the shop floor, as well as in the stock room, to ensure organization, as well as for reordering.