Fiza Malik

Delivered high-end customer service to healthcare professionals, consistently maintaining professionalism, empathy, and brand excellence under pressure. Managed high-volume inbound calls while maintaining accuracy, warmth, and efficiency Resolved customer queries and complaints with discretion and emotional intelligence, achieving high satisfaction and repeat engagement. Demonstrated strong product knowledge to advise customers effectively, translating complex information into clear, confident recommendations. Built strong customer relationships through active listening, trust-building, and personalised service. Met and exceeded performance targets including call resolution time, quality scores, and customer satisfaction metrics. Maintained precise records and handled sensitive data with integrity, discretion, and attention to detail. Thrived in a KPI-driven environment, showing resilience, adaptability, and strong time management. Collaborated cross-functionally with internal teams to ensure seamless service delivery — retail floor energy, but on the phones.

Delivered premium customer service across fragrance, makeup, skincare and haircare brands within Selfridges Beauty Hall. Supporting luxury beauty counters with shade-matching, fragrance profiling, product demos and tailored recommendations. Managing stock replenishment, tester organisation and counter presentation to maintain premium visual standards. Ensuring a seamless luxury experience by handling customer enquiries, sales support, and maintaining brand guidelines on the shop floor.

Developed strong sales skills by understanding diverse customer demographics, primarily children, and engaging with all age groups to create a personalised shopping experience. Assisted customers in selecting and personalising their bears, ensuring a memorable and unique experience tailored to individual preferences. Collaborated with colleagues to organise and lead birthday parties, enhancing teamwork and event coordination skills. Contributed creative ideas, such as introducing school trips to enhance customer engagement, and demonstrated initiative and strategic thinking. I gained valuable experience working with different age groups, strengthening my communication and customer relationship skills.

Delivered premium, personalised service in a high-volume, brand-led retail environment. Curated customer experiences through confident product recommendations and tailored upselling. Managed transactions with precision, maintaining exceptional accuracy and professionalism. Maintained impeccable standards of presentation, hygiene, and visual appeal in line with brand values. Built strong rapport with a diverse clientele, encouraging repeat visits and brand loyalty.