Paula Satherley

Highly motivated and target-driven sales professional with 11 years of success in a fast-paced, customer-facing retail environment. Consistently ranked within the top 3 sales professionals in the division, demonstrating a strong track record of exceeding targets and delivering outstanding customer service. Confident in building a strong customer relationship, identifying sales opportunities and performing under pressure while maintaining high standards.

Target-driven, with a strong passion for success.

Sales Advisor/Sleep Specialist - DREAMS - Straiton

(2015-04)

• Deliver exceptional customer service by identifying customer needs and providing expert product advice to maximise sales and customer satisfaction.
• Consistently achieve and exceed weekly, monthly and annual sales targets through effective upselling, cross-selling and link-selling techniques and strong product knowledge.
• Process sales transactions, arrange delivery and complete finance agreements accurately and efficiently.
• Handle customer queries, complaints and refunds professionally, seeking solutions to ensure positive outcomes for both the company and the customer.
• Maintain high store standards, including stock presentation, cleanliness and full compliance with health and safety procedures.
• Proactively follow up leads to secure sales opportunities and maximise revenue.
• Carry out stock takes, investigate discrepancies and manage cash handling and banking in line with company procedures.
• Assist with product assembly/disassembly.
• Support and train new staff in sales techniques and product knowledge.

Cabin Crew/In-flight Manager - TUI - Bristol Airport

(2000-03 - 2012-10)

• Managed cabin crew operations across all stages of flights, ensuring exceptional customer service, safety and operational efficiency.
• Consistently achieved onboard sales and duty-free targets through effective upselling and customer engagement.
• Handled customer queries and complaints professionally, maintaining high service standards in a fast-paced environment.
• Highlight of my career was being selected as part of an elite cabin crew team for a VIP private jet expedition delivering a premium silver and first-class service to a private business company.
• Part of the recruitment team for Bristol and Wales carrying out recruitment activities such as assessment days, candidate evaluations and interviews.
• Appointed as a Sales Motivator, coaching colleagues on sales techniques, merchandising and maximising onboard revenue opportunities.

Cabin Crew - KLM UK - Edinburgh Airport

(1997-03 - 2000-03)

• Promoted to Senior Cabin Crew member after 2 years, taking accountability for the efficient management of the rear cabin and timely service delivery.
• Managed all duty-free documentation and paperwork ensuring full compliance with customs regulations.
• Pre-departure checks for in-flight catering, ensuring all dietary requirements are met as per passenger list.

Passenger Services Agent - BRITISH AIRWAYS - Edinburgh Airport

(1995-03 - 1997-03)

• Delivered friendly customer service to passengers while checking in for flights, weighing baggage, verifying travel documents (Passports/Visas) and co-ordinating onward travel logistics.
• Provided support and assistance to passengers with reduced mobility, elderly travellers or unaccompanied minors.
• Liaised between ramp teams and flight operations to ensure on-time departures and accurate passenger manifests. Used the airport PA system (Tannoy) to provide updates and call passengers for boarding.
• Resolved any passenger queries or complaints using strong communication skills and resolved any issues under pressure.
• Greeted inbound passengers, leading them through the correct arrival gates and passport control area.
• Provided empathetic and professional service to passengers who experienced lost or damaged bags, ensuring paperwork was completed accurately.

Mortgage Advisor - HALIFAX - Edinburgh

(1992-03 - 1995-03)

• Provided advice for residential mortgages, tailoring products and services to individual needs.
• Identified and capitalized on cross-selling opportunities for life, buildings and contents insurance.
• Advised clients on investment plans, personal loans and other financial services.
• Supported the branch with banking operations and administration tasks as required.

Passenger Services Agent - AIR UK (KLM) - Edinburgh Airport

(1990-05 - 1992-03)

Same job role as with British Airways.

• Check in passengers, weighing baggage, checking travel documents.
• Ensuring flights were boarded for on-time departure.
• Meeting inbound flights and leading them through the arrival area and passport control.
• Resolve any passenger queries and complaints.
• Trace lost baggage and deal with any claims for damaged baggage.