Norah Benson

Experienced operations and guest-service professional with 13+ years of experience across customer service, front-office administration and operational management, including current experience as a Store Manager. Strong background in team leadership, guest experience, inventory and purchasing, scheduling, compliance, hygiene standards, cash handling and administrative controls. Solutions-focused and composed when managing competing operational priorities, with a strong focus on service quality, efficient operations and people development.

STORE MANAGER at Sorbet (2023-10 – Present)

• Lead the day-to-day operations of a high-volume customer-service environment, ensuring efficient front-desk and service delivery.
• Lead, coach and support a large team, including onboarding, performance management, training, scheduling and ongoing development.
• Manage guest feedback, complaints and service recovery, ensuring concerns are addressed professionally and in a timely manner.
• Coordinate staff schedules according to operational requirements, peak trading periods and business needs.
• Monitor store expenditure and operational spending in accordance with budget requirements.
• Maintain operational standards, policies and procedures, including hygiene, service quality and compliance requirements.
• Manage inventory, purchasing and inventory controls to support uninterrupted daily operations and sales.
• Coordinate maintenance and servicing of operational equipment and follow up on outstanding issues.
• Maintain accurate employee records relating to training, schedules and employment administration.
• Conduct regular team meetings, communicate revenue targets and operational expectations, and reinforce service standards.
• Identify opportunities to improve processes, productivity and the overall customer experience.

SENIOR FRONT DESK ADMINISTRATOR at Sorbet (2015-08 – 2023-09)

• Welcomed and assisted guests, creating a professional and comfortable arrival experience and directing guests to the appropriate service provider.
• Managed guest enquiries and requests via telephone, email and in person, ensuring timely and professional responses.
• Processed customer payments and performed daily cash-up and reconciliation procedures.
• Managed computerized bookings and schedules using ESP, MyAppointment and Zenoti.
• Coordinated staff schedules and monitored attendance to support effective daily operations.
• Assisted with the administration and coordination of employee training.
• Maintained accurate administrative records and performed data-capture and filing duties.
• Managed stock and retail merchandising.
• Ensured compliance with hygiene and operational procedures.

CUSTOMER SERVICE CONSULTANT at Fleet Street Publications (Pty) Ltd (2013-04 – 2015-08)

• Handled customer requests by telephone and email, providing information or routing enquiries to the appropriate person.
• Resolved product and service problems by identifying causes, explaining solutions, expediting corrections and following up to ensure resolution.
• Maintained accurate customer records and updated account information.
• Assisted clients with accessing online membership profiles.
• Analysed transactions, corrected records, processed returns and refunds, and resolved order and delivery queries.
• Prepared quotations and invoices and performed administrative and clerical duties.

Bachelor of Commerce in Industrial & Organizational Psychology – University of South Africa (2016 – 2021)

Higher Certificate in Economic and Management Sciences – University of South Africa (2014 – 2015)

National Diploma in Business Management (N6) – South West Gauteng College (2009 – 2010)

Certificate: NSC Business Studies in Secretarial (N3) – South West Gauteng College (2008 – 2008)