Emma Fitch

Highly dedicated and results-driven Customer Service and Sales Support professional with over 19 years of progressive experience in retail, hospitality, and B2B telesales. Proven ability to exceed sales targets, manage complex administrative tasks, and provide exceptional customer satisfaction. Expert in leading small teams, training new recruits, and utilizing strong telephone and face-to-face communication skills to build lasting customer relationships.

Eager to leverage extensive operational and customer-facing expertise in a challenging new role.

Deputy Department Manager - Tubz Brands - Sittingbourne, Kent

(2015-03)

• Sales & Lead Generation: Execute high-volume, business-to-business telesales in conjunction with major confectionery brands (e.g., Galaxy, Rowntree).
• Business Development: Successfully qualify and secure prime locations for vending dispenser trials, directly supporting charity fundraising initiatives.
• Team Leadership: Assist in the daily management of the department, including training and mentoring new recruits on sales protocols and customer service standards.
• Administrative Efficiency: Conduct data research and location scouting using Google, perform accurate data input, and generate essential PDF documents.
• Performance: Consistently work to and meet department targets, while significantly improving professional telephone and business communication skills.

Waitress - Brewers Fayre - Kent

(2012-12 - 2015-03)

• Delivered prompt, friendly service of meals and beverages to the general public, consistently maintaining high standards of guest satisfaction.
• Effectively managed and resolved customer complaints and issues to ensure a positive dining experience for all guests.

Bar Person - Park Holidays UK - Sheerness, Kent

(2009-04 - 2012-11)

• Provided comprehensive food and beverage service to holiday makers, focusing on creating a welcoming and pleasant atmosphere for their stay.
• Established strong customer connections, ensuring guests felt valued and that all needs were met promptly.
• Supported administrative functions, including the check-in and check-out procedures for holiday homes.

Retail Assistant - QS - Kent

(2006-03 - 2008-12)

• Managed stock levels, organised visual displays, and maintained the cleanliness and presentation of the retail floor.
• Engaged proactively with the public to provide assistance and drive sales, building strong fundamental face-to-face customer service skills.

NVQ Level 3 - Customer Service Advanced - Workplace - Kent (2013 - 2014)

NVQ Level 1 - Business and Administration - Minster College 16+ (2006 - 2008)

GCSE or equivalent