Roslyn Yankey

Customer Experience and Operations professional with more than eight years of experience across e-commerce, energy, retail, administration and care. I have built a reputation for resolving complex customer issues, improving customer satisfaction and supporting business operations in fast-paced environments. Following consistently strong performance at Liforme, I was promoted to Customer Experience Executive, trusted to manage team rotas and provide cover during the Customer Experience Manager's maternity leave.

I enjoy building relationships, solving problems and helping teams deliver excellent service. I bring a calm, practical approach, strong organisational skills and the ability to adapt quickly to changing priorities.

Customer Experience Executive at Liforme (2026-01 – 2026-07)

Promoted following consistently strong performance and increased leadership responsibilities.

• Delivered customer support across email, live chat and social media.
• Managed complex enquiries relating to orders, deliveries, returns, exchanges and product quality.
• Investigated logistics and courier issues with warehouse and delivery partners.
• Reviewed quality control cases and determined fair customer outcomes.
• Managed Shopify orders, refunds, replacements and exchanges.
• Used Shopify, Gorgias and Zipchat to manage a high volume of customer enquiries.
• Planned and managed team rotas.
• Covered the Customer Experience Manager's maternity leave, supporting the day-to-day running of the team.
• Mentored colleagues and supported onboarding.
• Collaborated with operations teams to improve customer outcomes.
• Handled more than 110 customer tickets in a single day while maintaining high quality standards.

Customer Experience Assistant at Liforme (2024-07 – 2025-12)

Complaints Manager at Shell Energy Broadband (2022-01 – 2024-07)

• Managed complex complaints from receipt through to resolution.
• Worked across departments to investigate root causes and deliver fair outcomes.
• Maintained complaint records using Zendesk.
• Used Amazon WorkSpaces to securely access customer information and internal systems.
• Ensured compliance with regulatory standards and service level agreements.
• Identified complaint trends and contributed to service improvements.

Personal Assistant / Administrator at Political Campaign (2020-01 – 2020-09)

• Managed diaries, meetings and correspondence.
• Produced documents and maintained confidential records.

Christmas Stylist at Jo Malone London (2019-12 – 2019-12)

• Delivered luxury customer service and fragrance consultations.

Care Assistant at Sense Care Staffing (2018-10 – 2020-12)

• Supported clients with personal care and daily living.

Sales Advisor at Topshop Oxford Circus (2018-01 – 2018-10)

• Delivered customer service in a flagship retail environment.

Team Member at Greggs (2015-10 – 2017-06)

• Customer service, cash handling and hygiene responsibilities.

Receptionist at Office Angels

• Reception and administration support.

BSc in Sociology and Social Policy – University of Nottingham A Levels in Sociology, Drama & Theatre Studies, Philosophy, BTEC Level 3 Health & Social Care – St Thomas More Catholic School

GCSEs in 10 GCSEs (A–C), including English and Mathematics – St Thomas More Catholic School