Jennifer Opara

Oversaw the seamless daily operations and experience supporting 70+ stakeholders in EMEA – in office and online. Including front of house welcoming new hires, external guests, managing office supplies and consumables, mail handling, maintaining cleanliness of communal spaces, meeting rooms and client facing spaces. Coordinated and led internal employee engagement socials and events, fostering cross-team collaboration. Conducted regular routine office and facilities audits with building management such as badge audits, fire safety drills and equipment reports to assure alignment with health, safety and security regulations and policies.

Managed customer reviews on Trustpilot and BazaarVoice - creating and distributing weekly reports to department leads containing the user bases personal data, trends and action points. As well as liaising with customers to resolve escalated cases and maintaining a star grade of 4.2, maintaining excellent brand reputation. Supported online retail operations during peak eCommerce periods such as Valentine's, Black Friday, and Christmas according to trading standards.

Solely managed customer service for three unique luxury brands within the beauty sector, serving up to 100+ customers per day via different channels of communication including phone, social media, email, and live chat - resolving customer inquiries within a timely manner. Organised, stocked and retested up to 50+ incoming customer product returns a day into on-site stockroom ready to be sent back to main warehouse, as well as managing outgoing postage as directed by MD. Utilised email ticketing software to manage incoming customer queries and complaints. Advised customers through the purchase cycle, including pre-purchase, post purchase, dealing with warranty and assisting with new orders.

Interacted and assisted over 150+ customers a day providing solutions via a range of channels including phone, email tickets, live chat, and social media. Developing a range of skills from building great phone manners, working well under pressure and to a deadline. Conducted and assisted with interviews, decision making and training of seasonal temp hires during peak eCommerce seasons.

Led teams of up to 10 servers through corporate events with businesses such as H&M, GOSH, Chelsea FC and Wembley Stadium. Fulfilled a range of roles, including, cloakroom attendant, barista, bartender, waitress, hospitality box suite staff and team leader. Collaborated as a team member at a range of events from wedding receptions, concerts, charity galas and dinner parties with up to 500 attendees. Provided a front of house experience and was a first point of contact for any guest concerns or queries on event days, adhering to food, health and safety protocol during services.

Developed leadership, problem solving and adaptable skills in a fast moving customer facing position, assuming responsibility of operations, health and safety as both a team member and individually.