Andrea Varnals

I am a warm, approachable and highly motivated Customer Experience professional with over 19 years' experience delivering outstanding service across retail, customer support and administrative environments. I excel at resolving complex customer issues, building strong relationships and creating positive experiences that drive loyalty and trust. I take pride in my ability to listen carefully, empathise and find practical solutions, even in challenging situations.

I am organised, adaptable and thrive in fast-paced settings where priorities can change quickly. I am deeply committed to continuous improvement and take pride in turning every customer interaction into a positive experience.

Furniture Aftercare - John Lewis Partnership - London, UK

(2021-01)

• Manage complex customer cases from start to finish, ensuring timely and satisfactory outcomes
• Achieve consistently high CSAT scores of over 70% when resolving escalated complaints
• Investigate issues thoroughly and make fair, balanced decisions in line with company policy
• Build and maintain strong relationships with customers, suppliers and internal stakeholders
• Coordinate repairs, inspections and supplier activity to ensure effective case resolution
• Keep accurate records and manage multiple priorities while maintaining service quality
• Support customers through difficult situations with professionalism, patience and clarity
• Collaborate with colleagues across departments to deliver a seamless customer journey
• Work with suppliers and repair providers to ensure issues are resolved quickly and effectively
• Share knowledge, support team development and contribute to a positive team culture

Customer Support | Personal Shopper - John Lewis Partnership - Oxford Street Flagship Store, London, UK

(2007-01 - 2021-12)

• Delivered excellent customer service across multiple departments
• Provided face-to-face, telephone and email support to customers across a wide range of services
• Welcomed customers, offered personal shopping advice and created memorable experiences
• Managed appointments and customer enquiries, ensuring efficiency and attention to detail
• Maintained accurate records and updated systems to reflect customer interactions
• Resolved customer enquiries promptly and worked to achieve positive, lasting outcomes
• Supported sales through excellent service, product knowledge and customer engagement
• Adapted to changing priorities and contributed to a flexible, high-performing team

Security & Operations Administrator - Brinks Security

(2000-05 - 2007-10)

• Worked in a high-security environment, handling sensitive information with accuracy, confidentiality and responsibility
• Managed inbound and outbound calls for internal and external organisations
• Maintained accurate operational records
• Tracked security vehicles and issued access codes for vehicles, ATMs and safes
• Liaised with external organisations, engineers and locksmiths to arrange appointments, site visits and repairs
• Monitored delivery routes via CCTV
• Completed data entry, paperwork and general administration
• Supported operational teams to ensure daily security activities ran smoothly

Shop Manager / Customer Service - Grants Shoe Shop

(1989-01 - 2000-12)

• Managed the day-to-day running of a busy retail outlet
• Oversaw staff rotas, stock management and administration
• Assisted customers with product selection and dealt with enquiries and complaints
• Managed cashing up, banking, reconciliation and payment processing
• Supported recruitment, induction and training of new team members
• Drove sales through excellent service, promotions and customer loyalty

ICS Training Programme - Customer Service - Institute of Customer Service