Experience

Second Nature

• United Kingdom
• Wellness and Fitness Services
• 1 - 100 Employee

• Customer Support Specialist

  • Nov 2021 - Present

• Customer Support Associate

  • Feb 2021 - Oct 2021

  Managing communications and delivering exceptional service to Second Nature customers.The role primarily entails:- Responding to customer support queries through email- Problem-solving user issues and handling complaints- Speaking to people interested in making a healthy lifestyle change, and whether they would be appropriate for the Second Nature programme- Managing customer interactions via social media channels- Calling and on-boarding people who have been referred to the programme via the NHS- Developing great customer insight



Accenture UK

• United Kingdom
• IT Services and IT Consulting
• 500 - 600 Employee

• Consulting Analyst

  • Jan 2019 - Sep 2020

  Business consultancy role, which involved work with clients across multiple industries, including two leading UK telecommunication firms, a multinational cinema retailer, and a UK gov department.While working as Consulting Analyst at Accenture, Rhian achieved the following: - Supported the rejuvenation of HR processes within a UK gov department through effectively communicating Accenture's strategy, design & delivery plan to the client- Helped redesign the approach and strategy for business customers of a leading telecom company, which involved co-creation workshops with the client, and the use of Design Thinking methodologies to create a new, first-class customer experience - Designed, conducted and analysed customer research to determine the best customer experience approach for a multinational cinema to take in preparation for the roll out of a new product & service offering - Led a communications workstream within a leading telecom company's major business transformation project, which required engagement with multiple client business areas to ensure new and existing customer communications were designed to be dynamic, engaging, and adhered to regulation



Primark

• Ireland
• Retail
• 700 & Above Employee

• People & Culture Supervisor

  • Sep 2018 - Dec 2018

  HR-centred role with administrative and cash office duties, including planning and organising store-wide events, and training and inducting new employees. Rhian was responsible for approximately 150 employees as their point of contact for any queries or concerns, and was responsible for dealing with underperforming employees. HR-centred role with administrative and cash office duties, including planning and organising store-wide events, and training and inducting new employees. Rhian was responsible for approximately 150 employees as their point of contact for any queries or concerns, and was responsible for dealing with underperforming employees.



Disney Store

• United States
• Retail
• 700 & Above Employee

• Cast Member

  • Sep 2017 - Jun 2018

  Customer service-centred role undertaken while studying at The University of Nottingham. In addition to performing day to day retail store duties, Rhian collaborated with colleagues to conjure up ways to promote and generate excitement surrounding upcoming Disney film/show releases, and new products. Customer service-centred role undertaken while studying at The University of Nottingham. In addition to performing day to day retail store duties, Rhian collaborated with colleagues to conjure up ways to promote and generate excitement surrounding upcoming Disney film/show releases, and new products.



Dixons Carphone

• United Kingdom
• Retail
• 700 & Above Employee

• Customer Consultant

  • Nov 2016 - Jun 2017

  Sales-based role undertaken while studying at The University of Nottingham. Rhian's duties and responsibilities included selling new mobile phone and SIMO contracts to customers, in addition to helping existing customers upgrade their phones and SIMO contracts. Sales-based role undertaken while studying at The University of Nottingham. Rhian's duties and responsibilities included selling new mobile phone and SIMO contracts to customers, in addition to helping existing customers upgrade their phones and SIMO contracts.



Merlin Entertainments

• United Kingdom
• Entertainment
• 700 & Above Employee

• Retail Host

  • Apr 2015 - Aug 2015

  Tourism-based role at the Sydney Tower Eye (Sydney, Australia). Rhian was responsible for providing memorable experiences for guests at the Sydney Tower Eye, and worked across multiple departments undertaking multiple roles, from hosting the 3D cinema show to selling attraction tickets. Rhian also undertook a supervisor role when required, often training new staff, communicating with reps, merchandising, and selecting, ordering and receiving stock. Tourism-based role at the Sydney Tower Eye (Sydney, Australia). Rhian was responsible for providing memorable experiences for guests at the Sydney Tower Eye, and worked across multiple departments undertaking multiple roles, from hosting the 3D cinema show to selling attraction tickets. Rhian also undertook a supervisor role when required, often training new staff, communicating with reps, merchandising, and selecting, ordering and receiving stock.



John Lewis & Partners

• United Kingdom
• Retail
• 700 & Above Employee

• Selling Assisstant

  • Nov 2014 - Jan 2015