Sophie Evans

Operational Delivery Lead at Zempler Bank (2026-04 – 2026-08)

Worked in a busy operational environment where accuracy, reliability and clear communication were important.

Worked closely with colleagues across different teams to resolve issues and keep work moving.
Handled problems calmly, organised competing priorities and took responsibility for seeing tasks through.

Customer Service at John Lewis (2025-09 – 2025-11)

Worked on tills and handled customer payments accurately.
Welcomed customers and helped them find clothing and products suited to their needs.
Processed returns and exchanges while keeping interactions friendly and professional.
Restocked clothing rails and kept the shop floor clean, tidy and presentable.
Responded to customer complaints and helped resolve issues on the shop floor.

Lean Analyst at The AA (2023-09 – 2025-03)

Worked in a high-volume customer service environment, helping improve the way teams supported customers.

Worked with colleagues across different areas of the business and communicated clearly with a wide range of people.
Looked for practical ways to make day-to-day processes easier and more efficient.

Operational Change & Process Improvement Coordinator at Paymentshield (2021-05 – 2023-09)

Supported busy teams with process changes, training and day-to-day communication.

Worked with colleagues to solve problems and improve customer-facing processes.
Managed several priorities at once while maintaining accuracy and attention to detail.

Specialist Policy Administrator at Paymentshield (2019-06 – 2021-05)

Handled customer queries by phone and webchat, providing clear and helpful support.
Dealt with complaints and escalated issues appropriately while remaining professional and calm.
Worked accurately with customer information and followed company procedures.

Customer Service Assistant at Champs (2019-02 – 2019-06)

Provided friendly and efficient service in a fast-paced hospitality environment.

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