PERSONAL STATEMENT
Enthusiastic and driven professional with 7+ years of experience providing exceptional customer service and exceeding sales goals. Skilled communicator and problem solver with a proven ability to interact with multicultural populations, demonstrating patience and professionalism to resolve difficult situations.
EDUCATION
Regent’s University London (2015–2018)
BA (Hons) Business Management, upper second class honours (2:1)
Relevant Modules
Management Research and Analysis, Managing in the Digital Workplace, Operations and Supply Chain Management, Leadership in Organisations, Strategic Management
Dissertation Topic
Implementation of Effective Sales Strategies
King Edward VII – Upper School, Sheffield (2006–2015)
A-levels: Maths (A), French (A), English Literature (A)
GCSEs: 10 A-C including Maths, English, Combined Science, and Geography
WORK EXPERIENCE
NEXT, Leeds
Customer Service Manager, June 2018–Present
• Direct a cross-functional team of 15+ customer service associates and representatives while setting personal and team sales goals
• Ensure positive shopping experience for all clients, increasing customer satisfaction rate by 35%
• Collaborate with the supervisor to train associates on how to handle escalated problems, reducing customer escalation rate by 15%
• Introduced incentive programs and effective customer service strategies, decreasing employee turnover by 7%
HOUSE OF FRASER, Leeds
Customer Service Associate, May 2016–June 2018
• Played a key role as part of 15 member team in maintaining an organised, clean, and customer friendly store
• Met and exceeded all assigned sales goals, increasing sales growth by 20%
• Achieved Customer Service Associate of the Year Award 3 years in a row
• Consistently exceeded personal and store KPIs and individual targets by 25%
THE SPRING, Leeds
Customer Service Representative, April 2014–May 2016
• Attended and responded to 75+ calls daily from customers regarding product usage, billing issues, and company information
• Provided information and responded to product/service queries in a courteous manner, enhancing new customer NPS scores by 12%
• Maintained 99% service rate and <3% abandonment for the department
• Entered orders for customers in a computer system for products or services and recorded customer information in the database
• Processed refunds and made billing adjustments based on information from billing
KEY SKILLS
• Highly organised and effective communicator with all levels of management, peers, and diverse cultural audiences
• Technically proficient in using Point of Sale software (TokenWorks, Magnetic Card Reader, and Plexis POS), and MS Office (Word, Excel, and PowerPoint)
• Bilingual, fluent in English and French
• Solid expertise in upselling, conflict resolution, and client relationship building
• Excellent interpersonal, communication, analytical, and organisational skills
HOBBIES AND INTERESTS
• Avid cyclist, regularly participating in regional races
• Amateur viola player
• Enjoy socialising with friends