Donna Henderson

I am currently employed by Post office Ltd as a Trustworthy customer service consultant with 17 years of practical experience and dedicated work ethic. Self-motivated to consistently provide first-class results. I am Responsible and passionate about delivering outstanding quality and service.

Offering years of experience in industry with history of recognition for performance. Post Office decided to sell unfortunately so feel after 17 years and uncertainty it's time for a change and am looking forward to something new. I am an Energetic Customer Service Consultant with strong focus on client satisfaction and resolution.

Skilled in communication and problem-solving, consistently delivering positive outcomes. Proven track record of fostering strong client relationships and enhancing service processes. Ready to bring expertise and enthusiasm to drive customer engagement and loyalty.

Customer service consultant / Travel Money special - Post office LTD - Edinburgh

(2008-07)

• Addressed customer service enquires quickly and accurately.
• Handled complex customer issues, applying problem-solving skills to achieve satisfactory outcomes.
• Assisted customers with product-related questions, feedback and complaints.
• Utilised banking software and systems proficiently, ensuring smooth operation of customer transactions and services.
• Collaborated with team members to achieve target results.
• Managed complaints with calm, clear communication and problem-solving.
• Maintained clean, safe working environments to eliminate accident risks.
• Achieved service time and quality targets.
• Remained composed and professional even in high-stress situations when serving customers.
• Answered customer queries about product prices, product availability and service changes.
• Established and maintained positive relationships with regular customers, contributing to a friendly and welcoming post office environment.
• Assisted customers in completing forms for special deliveries, providing guidance on postal options.
• Handled customer complaints with empathy and professionalism, resolving issues promptly to maintain trust and loyalty.
• Counted funds accurately with manual and machine-assisted methods.
• Processed customer transactions for mailing, banking, and retail services, maintaining accuracy and efficiency.
• Managed financial transactions including bill payments, currency exchange, and postal orders, adhering to strict security protocols.

Supervisor - Logo - Edinburgh

(2001-08 - 2008-05)

Logo was my first job after leaving school I started as a sales assistant and worked my way up through supervisor, assistant manager to running own store as branch manager but unfortunately they went into liquidation in 2008

• Trained new staff on postal procedures and customer service standards, enhancing team performance.
• Coordinated with couriers and external agencies for efficient mail handling and dispute resolution.
• Prepared daily and weekly reports on financial transactions and post office activities, providing insights for operational improvements.
• Promoted special offers and loyalty programmes, increasing customer uptake and boosting sales.
• Assisted customers with parcel and letter dispatch, offering advice on postage options and costs.
• Recommended bank products and services to current and prospective customers.
• Kept money safely secured locked drawers, in line with company requirements and policies.
• Managed and monitor rates to sell, buy and order foreign currency.
• Processed foreign currency transactions accurately, adhering to financial regulations and company policies.
• Established lasting customer relationships to promote repeat business and customer loyalty.
• Handled large sums of foreign currency, maintaining meticulous records for audit purposes.
• Collected payments by cash, credit or debit card and provided invoices to clients to establish proof of transaction.
• Executed daily reconciliation of cash drawers, ensuring accuracy in transactions and compliance with audit standards.
• Completed accurate data entry for all currency transactions to enable tracking history and maintain consistent information.
• Adhered to strict confidentiality protocols, safeguarding customer information and financial transactions.
• Completed paperwork to required standards and independently corrected errors.
• Recorded high volumes of financial transactions with accuracy.
• Navigated office software and document management systems to locate precise information.
• Observed surroundings to remain alert and avoid loss and theft, practising safety procedures.
• Addressed queries to inform customers regarding services, rates and procedures.
• Processed insurance enrolments, cancellations and payments.
• Delivered comprehensive training to new staff on foreign exchange policies and transaction processing.
• Built and maintained courteous and effective working relationships.
• Demonstrated consistent hard work and dedication to achieve results and improve operations.
• Oversaw daily operations, ensuring compliance with health and safety regulations.
• Monitored worker behaviours and enforced standards for consistent safety protections.
• Fostered a positive working environment, encouraging teamwork and collaboration.
• Assisted in the recruitment and training of new staff members, building a strong, efficient team.
• Planned and communicated daily manufacturing tasks and targets.
• Managed shift rotas and holiday schedules, maintaining optimal staffing levels at all times.
• Resolved conflicts between team members to maintain group harmony and productivity.
• Analysed sales data to identify trends, adjusting strategies to maximise profits.
• Resolved customer complaints swiftly, turning negative experiences into positive outcomes.
• Maintained high standards of cleanliness and organisation in the workplace.
• Gave clear staff instruction to achieve production output.
• Monitored inventory levels, ordering stock as needed to prevent shortages.
• Utilised banking software and systems proficiently, ensuring smooth operation of customer transactions and services.
• Answered customers' questions about products, prices and availability to enhance customer satisfaction.
• Maximised sales by designing interactive and engaging store displays.
• Identified customers' needs and interests to recommend suitable products.
• Improved performance of in-store team, consistently reviewing and updating best practices.
• Managed turn over of fast selling lines, forecasting for peak trading seasons to avoid stock-outs.
• Analysed sales data to identify trends and forecast future stock needs effectively.
• Trained new staff on merchandising techniques and company standards, enhancing team performance.

A-Levels Standard grades - Holyrood High school (2000)