Arilz _trillzino

Results-driven customer experience professional with over 5 years of progressive experience spanning hospitality, contact centres, and retail operations. Proven track record of elevating service standards, resolving complex escalations, and mentoring high-performing teams. Adept at leveraging CRM platforms and data-driven insights to optimise workflows, reduce resolution times, and boost customer satisfaction scores.

Seeking to apply strategic leadership and operational expertise to drive measurable business outcomes in a forward-thinking organisation.

Retail Associate - MORRISONS

(2024-08 - 2025-12)

• Delivered consistently high customer satisfaction by proactively assisting shoppers, resolving complaints at point of contact, and upholding visual merchandising standards across the store floor.
• Processed an average of 120+ transactions daily with 99.8% cash-handling accuracy, contributing to a reduction in end-of-day discrepancies.
• Collaborated with the stock team to streamline replenishment workflows, reducing out-of-stock incidents by an estimated 15% during peak trading periods.

Senior Support Representative (Remote) - HAYS TRAVEL CALL CENTRE

(2023-06 - 2024-07)

• Served as first point of escalation for complex booking disputes and complaints, achieving a 92% first-contact resolution rate across phone, email, and live chat channels.
• Mentored a cohort of 6 junior representatives, delivering weekly coaching sessions that improved team CSAT scores by 18% within the first quarter.
• Identified and documented recurring service pain points, presenting data-backed recommendations to management that informed updates to the knowledge base and call scripts.
• Maintained meticulous case records in the CRM, ensuring full compliance with ABTA and ATOL regulatory requirements.

Call Centre Representative - SITEL UK

(2021-10 - 2023-05)

• Managed a high-volume inbound queue of 80–100 calls per day for a major telecommunications client, consistently exceeding quality assurance benchmarks with an average score of 94%.
• Maintained detailed and accurate CRM records for every interaction, contributing to a 12% improvement in follow-up resolution times across the team.
• Developed and refined call scripts and troubleshooting guides that were adopted team-wide, reducing average handle time (AHT) by 20 seconds.
• Recognised as 'Top Performer' for three consecutive months based on combined NPS and adherence metrics.

Front Desk Receptionist - BRITANNIA HOTEL

(2019-04 - 2021-09)

• Managed all front-of-house operations including guest check-ins, reservations, and concierge inquiries for a 120-room property, handling an average of 60+ guests daily.
• Coordinated with housekeeping and maintenance teams to ensure room readiness and resolve guest issues within a 15-minute SLA, driving a 4.3/5 average guest review score.
• Processed payments, managed invoicing, and balanced the daily cash drawer with zero discrepancies over a 12-month period.
• Trained 4 new reception staff members on the property management system and guest interaction protocols.

B.A. - Law & International Relations - Coventry University (2019-09 - 2023-05)

BTEC Level 3 - Law, Media & Business - Sir George Monouc Sixth Form College (2017-09 - 2019-06)