Felicia Keranova

Highly motivated and friendly customer service professional with experience in reception and sales. Always remains calm under pressure. Extremely resourceful and resilient, works well a team setting, leadership positions and individually.

I have excellent problem solving skills and always make sure customers are left satisfied. i am a reliable, driven employee who's always willing to go above and beyond. I have a passion for fashion and am very knowledgeable in this field. I've studied fashion as well as starting own small fashion business, which taught me exceptional marketing and customer service skills.

Hotel receptionist - Travelodge - London

(2026-05 - 2026-09)

• Checked customers in and out
• Upsold additional hotel services to increase revenue.
• Managed reservations and guest departures in overbooked situations
• Maintained cleanliness standards in hotel reception area
• Enhanced hotel ambiance with seasonal decorations
• Resolved guest queries via email in hotel setting
• Resolved diverse customer issues and enquiries
• Managed challenging customer interactions with professionalism
• Acquired expertise in hotel fire safety procedures
• Performed regular inspections of hotel facilities
• Logged maintenance tasks in hotel database
• Conducted check-out procedures, issued invoices, and collected feedback to improve future guest experiences.
• Processed guest payments for accommodation and services, maintaining accurate financial records.
• Maintained hotel security and surveillance systems.

Customer Sales Assistant - H&M - london

(2025-08 - 2026-05)

• Assisted customers in finding products, offering detailed information to increase sales and enhance shopping experience.
• Resolved customer queries using active listening and problem-solving skills.
• Assisted customers in selecting products that best fit their personal needs and preferences.
• Shared new products and promotions with customer to encourage sales.
• Kept shelves neat, clean and organised through visual merchandising.
• Managed stock levels on the shop floor, regularly updating displays to maximise visual appeal.
• Maintained a tidy and organised retail space, ensuring a pleasant shopping experience.
• Handled customer returns, refunds and exchanges at customer service desk.
• Processed sales transactions accurately, handling cash and card payments with attention to detail.
• Handled customer complaints with professionalism, working towards fair and swift resolutions.

Sales Promoter - inspiring me - london

(2024-05 - 2025-11)

• Promoted company products and experiences with passion and enthusiasm, increasing customer engagement.
• Achieved and exceeded monthly sales targets through effective customer engagement and follow-up.
• Worked flexibly across different locations to support promotional events and activities.
• Applied persuasive skills in convincing and converting prospective clients into buyers for increased sales.
• Provided exceptional customer service, addressing queries and resolving issues promptly.
• Collaborated with sales team to develop strategies for target market engagement and sales growth.
• Engaged in meaningful conversations with customers to understand requirements and leverage sales.
• Followed company policies, standards and procedures in marketing goods and services to maintain professional brand image.
• Used outstanding communication and relationship-building abilities to nurture positive, profitable consumer relations.
• Demonstrated resilience to exceed targets
• Enhanced sales figures through strategic initiatives
• Applied and mastered effective sales technique

Salon assistant - Ronaldo Massage Hair & Beauty Spa Ltd - croydon

(2025-06 - 2025-08)

• Managed customer bookings online
• Greeted customers
• Dealt with customer issues
• Maintained cleanliness in the salon
• Performed services up to the salons standards
• Implemented my knowledge on heath and safety protocols
• Disposed of hazardous chemicals safely and efficiently
• Assisted with stock duties, ordering beauty products and styling tools to replenish supply.
• Covered reception by answering phone calls and booking appointments for customers.
• Booked client appointments and sent out reminder emails to avoid missed treatments.

visual styling and communications - Fashion retail academy (2025-01)

GCSE - Prendergast Ladywell (2024-01)