Procurement and Commisioning Assistant

• Feb 2020 - Present

Customer Experience Advisor

• Mar 2019 - Present

Analysing raw data to improve the customers journey both online, face to face and on the phone. I am therefore confident in using Microsoft excel and often create new dashboards as well as power point and word. I have to also communicate any good or bad feedback about advisors to the managers and ensure i follow the correct write up procedure. Conducting face to face surveys in the Contact Centre in BGH in order to give the voice back to the customers. Conducting Charity Events throughout the year, which involves me building relationships with various businesses to secure donations for prizes. Our most successful event was for world IBD day which took over £670 and most recently conducting a cycle challenge in Friargate (the first time this had been done) and raising over £447 for armistice day. I also co chair customer champion Meetings once a month to discuss up and coming events and a chance for the advisors to voice their opinion, about trying new events and thinking outside of the box and to help us champion these events all for great causes. Due to the variety of my role i am confident in working by myself and can be left to a project to complete on time with little management. This was shown by myself creating a brand new process guide for a new team that joined customer services. I do also love to work in a busy environment when things can change at the last minute.

Customer Services Agent

• Sep 2018 - Mar 2019

Shop Manager

• Oct 2016 - Sep 2018

Managing a team of between 8 and 15, during quiet and very busy periods. I would plan rotas quarters in advance and on a monthly basis, ensuring that we had the right cover on the right days. In order to make sure that this happened i would need to be organised and taking various factors into account such as Holiday, target, payroll budgets and last years figures. I also conducted training sessions for the whole team before busy periods so everyone knew exactly what was happening and where we were money wise to make it understandable for not only management but for also someone who works 4 hours a day. I trained up new managers as well as giving them the ownership when i wasn't there to run the store with confidence. I worked in a small franchise of 4 stores and so communication was key especially if we needed stock/ support, so building up good relationships with my directors and other managers was essential. I attended a MDP training course which was great to build up networks and attended yearly store managers meetings. Leading 3 successful stock takes in Pandora. leading from the front with sales and pushing the team with KPIS and pushing weekly, monthly and yearly KPIS. With a struggling town we needed to think outside of the box with up and coming events. so we took the lead on social media and putting together VIP events and working closely with the centre to increase the footfall. Eg Sale Event £2600 in 2 hours.

Retail Manager

• May 2012 - May 2016

After successfully completing my management training I progressed to shop manager on one of P &Os five star cruise ships. An average day would consist of me working between 7 to 14 hours and managing a team of up to 15 people, ensuring the correct promotions are all up to date and set up within a strict time line. I would also make sure each cruise and future cruises were planned in line with the events of the ship and shoreside. This planning would help me to meet the targets given by hardings. I would also organise all trainings for all of my staff set out by Hardings and the cruise line.All of which while maintaining that the team is delivering excellent five star customer service.

Department Manager

• Jan 2004 - May 2012

I have worked with H&M since being at school studying my A levels on a part time basis. I have worked as a shop assistant in large stores in Stratford, Plymouth, Leamington Spa and at Merry Hill Shopping Centre, Dudley. I gained significant experience in managing staff rotas, delivering excellent customer service, merchandising the store and cashing up. My final position was Floor Manager at the Leamington Spa store. I left this job to pursue a career in retail at sea.