Creative, adaptable, customer-focused professional
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Driven creative professional with a strong background in Administration, Customer Service and strong experience within retail management. Over six years’ experience in Customer Service within the Retail sector for various global flagship stores. Thrives in fast paced environments, excellent leadership, communication, interpersonal skills and flexibility to work throughout difficult conditions.
Passionate to pursue a career within the creative industry inclusive of my skillset and prepared to learn and develop new skills within a new career journey.
January 2023 - Present
I efficiently manage all customer claims and escalation tickets, ensuring prompt resolution and customer satisfaction. This consists of raising collections and replacements with the relevant couriers and corresponding with their representatives on a regular basis. Supporting the Customer Service team by addressing inquiries and assisting with escalation queries daily.
Working with the Gorgias emailing system, monitoring the teams’ inboxes to ensure prompt customer satisfaction and providing assistance where needed. Maintaining positive relationships with suppliers, manufacturers, and couriers to keep efficient communication channels and ensure a seamless order fulfilment and delivery process. Leading the weekly Customer service team meetings, addressing various issues while proactively supporting the team with incentives and advice where needed.
Supporting with escalations and implementing effective problem-solving strategies
May 2022 – October 2022
Assisting the Studio Manager with general admin tasks which include organising and maintaining project data on WorkFlowMax. Responsible for proof reading and raising purchase orders, quotes and reviewing fee proposals to a high standard. Monitoring the studio inbox, answering and facilitating enquiries.
Reliable for purchasing office supplies and sample materials for design projects. Sourcing and storing samples efficiently for architects and designers. Organising couriers for large furniture movements.
October 2019 – May 2022
Urban Outfitters (Flagship) – Oxford Circus
Progressed from Senior Sales Advisor to Senior Team Leader within a year.
Responsibilities include managing a large team of 20+ employees to maintain the standard of global flagship service. Training, onboarding, interviewing, and processing new employees as well as developing employees. I am adept using the UO SKU book having used this thoroughly throughout stocktake tasks. Trained on green screening products for unknown SKU’s to efficiently speed up a customers purchase. Maintaining quality and motivation levels throughout teams, cashing tills upon close of business, sending daily reports via email, managing stock, shortages and other issues that arise.
Health and Safety measures are met consistently, carrying out risk assessments.
2011 – 2016
13 GCSE’s A*-C Including Maths & English
