About me
An enthusiastic and motivated individual with experience in customer service management delivering creative and strategic solutions. Educated to university level at University College London (UCL).
Work history
Senior Retail and Customer Experience AssociateHugo Boss
- London, United KingdomFull Time
• Communication - Be the first point of contact for customers contacting Hugo Boss head office and respond to client queries promptly, professionally and with due courtesy to resolve their complaint to their satisfaction within company guidelines. This will include email, letter and phone call contact.
• Complaint handling and management - Recognize common complaints and highlight any policy that may be aggravating customer complaints to liaise with customer care team. Using critical thinking to find and deliver long term solutions to client’s complaints.
• Industry and law aware - Understand retail law in relation to sales of goods, faulty goods, refunds, pricing and service expectations and be able to explain this to Store Management if required.
• Strategic process management – Wrote and created template processes for the wider team to use during frequent customer complaints.
• Learning and development – Created and delivered training material to all new team members including product knowledge, strategic processes and complaint handling.
• Conflict mediator management – Listening to client’s complaints about staff and providing calm, un-biased and proactive solutions. As a result, I was asked by senior management to train the wider team on this strategy.
• Product research and knowledge – Researched and analyzed product data to retrieve data for the wider team to use.
B
B
Front of House AssistantBannatyne
- Maida Vale, London, UKPart Time
• Relationship management – Welcoming and supporting clients with enquiries and manage daily operational processes.
• Organization – manage procurement and budgeting. Working closely with other teams to organize rotas and online CRM system.
• Communication – communicating with clients in a professional and polite manner, through phone, email and face to face.
• Product knowledge– Uphold high quality product knowledge to inform client’s accurately and upsell where necessary.
+ Show more
Skills
- Microsoft Officce
- Customer Service
- Leadership
- Social Media
- Teamworking
- Bilingual
- Patient
- Multi-tasking
- Organised
- Independent
Education
U
U
Bsc IT Management for businessUniversity College London (UCL)
- London, United Kingdom
Recently graduated with a BSc in IT Management for Business at University College London (UCL)
W
W
BTEC LEVEL 3 EXTENDED DIPLOMA IN IT AND ENTERPRISE TECHNOLOGIESWestminster Kingsway College
- London, United Kingdom
I achieved Distinction* Distinction Distinction on BTEC Level 3 Extended Diploma in IT and Enterprise Technologies
(Business IT) at Westminster Kingsway College (2013-2015)