With extensive experience in luxury retail and customer service management, I've honed skills in delivering exceptional customer experiences, team leadership, and efficient operations. My adaptability across prestigious brands ensures I thrive in dynamic retail environments, always prioritising seamless service and client satisfaction.
Recognising my limited time at Chopard, I focused on optimising their Aftersales operation for efficiency. As a newcomerto the Horology Industry, I collaborated with the five Watchmakers and two Administrators in my team to introduce newprocesses that improved daily efficiency, resulting in a 60% reduction in repair completion times compared to theprevious year and improved repair quality reducing service warranty returns. I encourage collaboration for myself andmy team, working daily with Sales, Finance, Wholesale, Boutiques and my equals across the Globe. I also took fullresponsibility for parts and straps stock management, resolving discrepancies by implementing new checks to preventunrecorded stock movement.
At JOSEPH I oversaw both the Ecommerce Customer Care Team and the Wholesale Customer Care Team. As manager, Iwas responsible for creating and maintaining a consistent luxury experience for our clientele. Collaborating with keystakeholders, such as the Logistics, Finance and Sales Teams, alongside the Warehouse and couriers, I ensured alignmentacross the business and efficient processes are adhered to. Operations ran seamlessly with me, and I worked to identifyresolutions to uphold exemplary customer service. As a mentor, I inspired my team to embrace learning and growth, andlead by example. I also extended my expertise to retail development, offering guidance through training sessions andvisits to our stores. I was the main point of contact for our key wholesale accounts (post-sale), continuously updating thecustomer as to their order’s progress, allocating and shipping stock once ready and facilitating swaps and reorders.
At Liberty, I lead a team of 25+ agents across both the UK and South Africa. I would frequently hold one-to-one catchups to support their career development. Utilising Zendesk, I would create detailed reports which allowed me to monitorprogress and workload of the entire team, which ensured that peak quality and efficiency was being consistently met.When onboarding new starters, I would create training plans and handbooks, taking care to adapt the training to theindividual’s previous experience and preferred way of learning.
Jumping into a new role everyday and convincingly appearing as an expert was the main focus at my time with TBC. I had the opportunity to work for prestigious companies such as Liberty, Burberry, Harrods, Elie Saab, John Lewis, Moncler, Peter Jones and Whistles (often changing locations each day of the week). I was able to hone in on my researching and listening skills in these fast paced environments to assure that I could give customers the luxury experience they expect within the first 15 minutes of reaching the store.
Letitia always worked in a very professional manner, she was quick to learn new skills and made valid suggestions to improve the working environment and efficiency. She had confidence to enable her team to work independently, but was always available to support when required. It was a pleasure to work with Letitia as she at all times remained professional and committed to her role.