Heena Thanki

I am a hard working individual with drive and determination. I pride myself on completing all tasks to the best of my ability as I thrive on new challenges and show resilience and energy in all tasks. As a confident and sociable person, I have excellent customer service skills and am able to communicate effectively with people.

I can work as a part of a team and provide an encouraging and supportive role to my peers, although am able to work independently and show initiative. When I used to work for WDS as a demonstrator for Costco this was a great learning experience as it's helped me improve my customer service as I'm meeting new customers every day. Furthermore this has also helped me to improve working under pressure and meeting deadlines.

I have been selected employee of the month as being the best seller and providing excellent customer service and great feedback from customers. Able to gain the trust of customers by interacting with people from all backgrounds. Also having a proven record of contributing to the profitability of previous employers by generating income and revenue growth.

I am very good at being able to greet people with a welcoming smile, proactively solicit new business and manage multiple tasks/projects simultaneously. Furthermore, I am renowned for following established regulatory procedures and building strong relationships with regular customers. One of my key strengths is my ability to learn the philosophy, culture and products of my employer well enough to be able to communicate them clearly to customers.

Intensive knowledge of goods and services of the organisation I'm in which always helps to improve customer satisfaction everytime as being a great listener always keeping in mind customer is always first for repeat business. I also have a lot of call centre experience working on market research and mobile and insurance sales.

Support worker (2024-01 – Present)

Working with mental health patients.

Teaching Assistant at Wembley school (2023-11 – 2024-02)

At primary and secondary agency work.

Demonstrator – Brand Ambassador at WDS – Costco (2016-08 – 2023-11)

• To demonstrate use of practical equipment (including where relevant, software packages), experiments, exercises, techniques.
• Keep areas neat while working and return items to correct locations following demonstrations.
• Identify interested and qualified customers to provide them with additional information.
• Set up and arrange displays or demonstration areas to attract the attention of prospective customers.
• Learn about competitors' products or consumers' interests or concerns to answer questions or provide more complete information.
• Helping customers with their questions and providing excellent customer service with a friendly and polite approach. Always being helpful or directing them to the right person or department.
• Transport, assemble, and disassemble materials used in presentations.
• Prepare or alter presentation contents to target specific audiences.
• Recommend product or service improvements to employers.
• Research or investigate products to be presented to prepare for demonstrations
• Sell products being promoted and keep records of sales
• Represent Costco as a business and to sell its merchandise to customers in the store.
• To entice buyers to try or even buy the product that I represent. Also as a food demonstrator must be comfortable approaching people and offering samples, and be knowledgeable enough about the product to answer questions from potential consumers.
• As a food demonstrator arrives about 30 minutes ahead of schedule to check in and set up the demonstration table.
• After taking inventory of the products on hand, than spend the rest of the shift approaching customers and tempting them with a tasty sample.
• When the shift is over, a food demonstrator must clean up the work area and record the sales.

Carer/Social and Support worker (2016-01 – 2016-07)

• Supporting elderly People
• Washing and bathing Use of bath aids assisting the client to shave Mouth Care Assisting the client to dress and undress and Eye care.
• Exercise as appropriate to the client's abilities moving and handling also be required to perform tasks such as: Meal preparation Light household duties which may include: Laundry, dusting, vacuuming, tidying, bed making, keeping refrigerator clean and ensuring the contents have not expired Care of pets Escorting clients to appointments Making transport arrangements Any other duties which may be part of a specific assignment Shopping – ensuring all receipts are kept.

Customer Assistant on busses at London United - TFL (2014-09 – 2015-12)

• Helping customers with travel advice and local information.
• Ensuring all the passengers are safe on the bus and have an enjoyable bus journey.
• Responsible for helping passengers, including making sure they get on and of the open back platform safely.
• Knowledge of the familiar with the various ticketing options and help people with oyster or 'contact less payment touch - in' or 'touch - in'.
• Supporting passengers who need extra help in getting on and off the bus or finding a seat, such as wheelchair users, older or disabled people and those with luggage, buggies or shopping.
• Always welcoming passengers with a smile and being warm and caring with great personality and reliable and trustworthy and very hard working, articulate, confident and always enthusiastic.

Customer Assistant/Security Checks advising on luggages at Heathrow Airport Heathrow Academy (2014-07 – 2014-08)

• Helping customers/passengers with flight information and general information
• Assistant customers around the airport in different areas when needed
• Doing security checks and advising passengers on what is allowed and what is not allowed to take and how much.

Receptionist at GMB, Hayes (Public Sector) (2014-05 – 2014-06)

• Taking inbound calls
• Selling and advertising memberships on the phone
• Taking messages for case workers
• General admin duties

Receptionist/Admin at Alperton Upper School, Stanley Avenue (temporary positions with Brook Street) (2014-04 – 2014-05)

• Taking inbound calls
• Assisting students, teachers, visitors and parents face to face
• Taking messages
• Authorise lateness for students
• Arrange meetings for staff
• General admin duties

Customer Service/Admin at Wembley Stadium, Wembley, Middx (2014-01 – 2014-04)

• Taking inbound calls and helping with any general enquiries.
• Booking and reserving tickets for up and coming events.
• Accurate data entry.
• Managing and logging calls on to the system.

Telephone Interviewer at TNS Market research, Hanger Lane, London (2013-05 – 2013-12)

• Had a KPI target of 2-3 surveys per hour, exceeded this at all times
• Convincing customers to stay on the phone
• Keep them on the phone for the minimum timing (5-15 minutes)
• Conducting quality interviews within the requirements of IQCS
• Liaising with Telephone Centre Supervisors, Field Managers and Operational Manager.
• Conducting each survey with confidentiality and high level of quality and productivity.
• Maintained confidentiality in relation to the client, the company and the respondent.
• Developed a good telephone manner.

Insurance Consultant at Carphone Warehouse Head office, North Acton, London (2012-09 – 2013-02)

• Dealing with inbound calls relating to Carphone Warehouse Insurance queries
• Making outbound calls selling 'Geek Squad' insurance
• Had a KPI target of 5 insurances per day, exceeded this at all times
• Convince customers to buy insurance and keep it for at least 1 month or more
• Logging daily calls onto the system.
• Helping where possible with any questions or queries.
• General customer service queries.

Macvities Factory, Harlesden, London (2012-07 – 2012-09)

Msc in International Finance – University of Westminster, London (2006 – 2008)

BA (Hons) in Business Studies with Marketing – Thames Valley University, London (2003 – 2006)

Vocational A level Advanced Double Business in Business – Harrow College, Middx (2000 – 2003)

Computer Literacy and Information Technology in Information Technology – Harrow College, Middx (2000 – 2003)

G.N.V.Q in Business Studies – Harrow College, Middx (2000 – 2003)

GCSE – Camden School for Girls, London (1995 – 2000)