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The last few years have seen a significant progression in both my professional and academic experiences. In July 2016 I graduated with a First Class BSc Honours Degree in Psychology with Marketing at Middlesex University. Simultaneously I developed a strong professional strand through nearly two years of work in the Customer Experience department at the Head Office of the fashion brand AllSaints. By the time I chose to end my time at AllSaints, in order to focus on my final year at university, I had reached the level of Senior Customer Experience Advisor. Following my graduation, I accepted a position at the Head Office of Burberry as a Customer Service Consultant, a role which required me to take the skills I developed at AllSaints and apply them to a significantly more challenging role in a bigger organisation, involving a higher volume of contacts, liaison with international cross-functional team members, and consistent maintenance of luxury client-centric service. My professional and academic journey so far has really shaped who I am today: a dedicated and passionate worker; a strong team player with high levels of independent drive and leadership abilities; a curious and investigative mind, always striving to explore methods, challenges, and find solutions; a warm, polite, and eloquent personality; and a trusted and reliable member of any team I am a part of. I feel proud to say this is all reflected in my attainment levels, such as my degree result and frequent high levels of praise from both my clients and management team. Additionally, I am a creative individual, and this is demonstrated through my passion for fashion lifestyle, urban,g and observational photography, for which I have a large and versatile, albeit non-professional, portfolio. I believe this creative side of me brings balance to my usually analytical and strategic mind allowing me to approach challenges with flexible individuality and balanced sense of judgment. Despite reaching a high level of experience and expertise in my current line of work, and approaching every day with full commitment, it has never been my intention to develop it into a long-term career. I am now at the stage where I’m extremely keen to pursue paths more closely related to my personal interests and passions, and some of the specific professional skills I developed at the university, particularly in the marketing and organisational psychology strands. Particular areas I’m keen to explore and expand on professionally include fashion business management and strategy, fashion buying, e-commerce development, digital media and communications, social media management and strategy, CRM and B2B marketing, fashion and corporate events management and production, and indeed film/video production. Entering any new professional challenge always excites me as I adapt quickly, I am a fast and committed learner, and I am finally keen on opening a new chapter of my professional journey.
The role involves dealing with versatile customer queries via a range of channels such as telephone, email, social media and live chat on a daily basis. Management of complaints, prevention from escalations, liaison with other departments within the business, handling courier & customs related cases. This role requires having strong multitasking skills, high concentration, team cooperation, communication skills, time management, meeting set targets & deadlines, high awareness of global events, environment, fashion and social media trends. I use analytical and logical thinking to evaluate and select client's best interest, focusing on problem-solving mind set. Collaborating with international cross-functional team members to drive sales and increase first respond rate. The role also involves constant adaptation to new system implementations and marketing projects. As well as handling queries from customers across the globe, I also specialise in the Russia Federation market, and Russian-speaking client base nationwide. I translate all communication between clients and the company in Russian and English.
I have worked as a PA and Runner on a variety of video productions, predominately online, PR, and corporate videos. My roles have included tasks such as assisting both video and sound crew with their equipment, handling contributor release forms, organising transport, handling petty cash and food logistics.
•Delivering an exceptional experience to customers across all contact channels, including telephone, email and social media •Act as AllSaints Brand Ambassador at all times, supporting company values, policies, procedures and protecting the company and customer •Drive sales by maximising all selling opportunities to provide expert product and styling knowledge •Exceed customer expectations by sourcing products for customer requests, participating in customer outreach programmes, and going above and beyond to delight our customer in innovative ways •Building strong internal and external relationships to improve the customer journey •Take responsibility for resolving customer complaints quickly and effectively using the escalation process and turning negative situations into positive solutions •Communicating customer feedback to the appropriate teams within the Brand •Assisting with growing business needs such as translation work, new systems implementation, marketing and digital projects
•Delivering excellent customer service: welcoming and talking to customers, taking orders, preparing and serving drinks and food •Working with a till, maintaining hygiene, maintaining stock, dealing with customers' needs •Staff/organisation assistant at the events such as BAFTA Awards, MasterCard events, The Vogue Festival 2013, Barclays event, Graduation events, Duckie Summer Party (Royal Festival Hall), private events, weddings (e.g. serving canapés, champagne, explaining ingredients of food in all details) •The role involves working a number of different shifts •Decent knowledge of wine and spirits •Developing company’s in-depth knowledge of the marketing/management/business strategy
First Class Honours (1:1)
First Class Dissertation on the following topic: "An interpretative phenomenological study of the psychological impact of, and method of adjustment to, congenital and acquired disfigurements".