Sarah

Detail-oriented and customer-focused operations professional with extensive experience in luxury retail, customer service, and e-commerce environments. Skilled in managing high-volume customer enquiries, coordinating end-to-end order operations, and delivering exceptional customer experiences across phone, email, and retail channels. Experienced in complaint resolution, CRM systems, stock management, and cross-functional collaboration.

Proven ability to work in fast-paced environments while maintaining professionalism, accuracy, and strong communication skills.

Customer Operations / Skin Specialist Lead - Dr Barbara Sturm

(2021-08 - 2026-03)

• Managed the full order lifecycle across multiple international markets, ensuring high levels of customer satisfaction and operational accuracy.
• Processed customer orders, amendments, replacements, and refunds while maintaining compliance with company policies and procedures.
• Investigated delivery and logistics issues, liaising with courier partners to resolve customer concerns efficiently.
• Handled a high volume of customer tickets weekly through email and CRM systems, ensuring timely and professional communication.
• Escalated technical and operational issues to internal IT and logistics teams with clear documentation and follow-up.
• Maintained strong product knowledge to provide tailored skincare recommendations and support customer retention.

Retail Skincare Advisor - Liz Earle

(2019-01 - 2020-12)

• Delivered exceptional face-to-face customer service within a busy retail environment, building strong customer relationships and encouraging repeat business.
• Provided personalised skincare consultations and product recommendations based on customer needs and concerns.
• Assisted customers with purchases, promotions, and product education while maintaining a professional and welcoming approach.
• Supported visual merchandising standards, ensuring displays were organised, appealing, and aligned with brand expectations.
• Assisted with stock replenishment, inventory checks, and maintaining overall shop floor presentation.
• Worked towards daily and weekly sales targets and KPIs within a fast-paced retail setting.

Customer Service Assistant - Ted Baker

(2018-01 - 2018-12)

• Managed a high volume of inbound customer calls and enquiries while maintaining a professional and positive customer experience.
• Resolved customer complaints and escalated complex issues when necessary, ensuring prompt and satisfactory outcomes.
• Assisted customers with order tracking, returns, exchanges, and general account queries.
• Accurately updated customer records and processed returns using internal systems.
• Demonstrated strong communication and problem-solving skills while working in a fast-paced customer service environment.
• Worked collaboratively with team members to maintain service levels and customer satisfaction standards.

Team Manager / Educator - Aveda LSS

(2009-01 - 2017-12)

• Managed daily team operations, schedules, and staff performance within a professional salon environment.
• Delivered staff training and coaching to support service standards and professional development.
• Supported customer service operations and resolved client concerns effectively.
• Assisted with administrative duties, appointment coordination, and maintaining operational efficiency.

BSc - Psychology - Middlesex University

Foundation Degree - Business Management - Plymouth University

NVQ Level 2 - Hairdressing

NVQ Level 3 - Beauty Therapy