Nicholas Fowler

I am an experienced retail manager with three years of prior experience, as well as being a confident administrator across multiple systems. I am a psychology graduate who is both self-sufficient and self-motivated, while easily adapting to challenges as they arise. I actively seek and engage with opportunities to develop my skills, and have a demonstrable ability to work to strict deadlines, demonstrated by my ability to work as a retail manager while completing my degree without requiring an extension.

I have a strong and enduring work ethic and leadership ability, and enjoy taking ownership of my work.

Customer Complaints Handler at Capital One (2024-10 – Present)

In this role, I log, investigate, and decision complaints in line with Financial Conduct Authority and company regulations. I am responsible for identifying vulnerability and financial difficulty triggers, issuing compensation, and arranging support where needed for customers. This requires resilience, attention to detail, empathy, and clear communication to ensure the best journeys and outcomes for customers.

There is a strong admin-based component to this role which requires me to log notes of calls and complete actions on multiple systems at any given time.

• Log, investigate, and decision complaints in line with FCA and company regulations
• Identify vulnerability and financial difficulty triggers
• Issue compensation and arrange customer support
• Manage admin-based components across multiple systems

Supervisor at Build-A-Bear Workshop (2021-09 – 2024-09)

In this role, I have coached a team to exceed long-term targets, been responsible for the day-to-day running of operations, stock management, and money handling. Specifically, I was assigned the yearly goal of increasing upsell from 7% per week to the company target of 20% per week. Within 6 months, we were achieving 25% per week by using motivational methods and assigning staff to their strongest roles on shifts by analysing KPI's.

I have also been responsible for start- and end-of-day checks as well as completing variance and trade reports for regional management.

• Coached team to exceed long-term targets
• Increased weekly upsell from 7% to 25% within 6 months
• Managed day-to-day operations, stock management, and money handling
• Used motivational methods and KPI analysis to optimize staff assignments
• Completed start and end-of-day checks, variance and trade reports

Fundraiser at Macmillan Cancer Support (2018-09 – 2018-09)

I completed Brave the Shave for MacMillan in 2018 and raised a total of £320 using different methods including social media and active fundraising on the street.

• Completed Brave the Shave fundraising event
• Raised £320 through social media and street fundraising

Bachelor's degree in Psychology – De Montfort University (2021-10 – 2024-06)

AS Level in Sociology – NCN High Pavement (2015-09 – 2016-06)

AS Level in Business – NCN High Pavement (2015-09 – 2016-06)

Foundation of Advanced Mathematics in Maths – NCN High Pavement (2015-09 – 2016-06)