Nadia Roberts

Customer Support Specialist

Results-oriented and highly experienced customer service professional with a proven track record of leading high-performing teams and enhancing customer experiences. Seeking a customer service role where I can leverage my expertise to drive operational excellence, improve customer satisfaction, and contribute to the growth of your company

Previous Brands
Marks & Spencer's
Self-Portrait Boutique Store
Work Experience
Senior Customer Service Manager
Nov ‘22 - Now
Self-Portrait Boutique Store

• Handled escalated customer inquiries and complex issues, demonstrating strong problem-solving and conflict resolution skills. • Assisted the team in exceeding service level agreements by optimizing staffing, improving workflows, and implementing new technologies. • Conducted in-depth customer feedback analysis, leading to the identification of areas for service improvement and the development of targeted solutions. • Led team meetings and contributed to team development, promoting a positive work environment. • Acted as a subject matter expert in product knowledge and company policies, providing guidance and support to team members.

Customer Support Specialist
Jan ‘22 - Oct ‘22

• Assisted customers with inquiries, product information, and issue resolution through multiple communication channels, including phone, email, and chat. • Maintained a high level of customer satisfaction by actively listening to concerns, empathizing with customers, and providing effective solutions in a timely manner. • Processed orders, returns, and exchanges, ensuring accuracy and efficiency in all transactions. • Collaborated with cross-functional teams to resolve complex customer issues and escalate them as needed for prompt resolution. • Recognized as a top-performing representative, consistently achieving or exceeding performance targets, including response time, customer satisfaction ratings, and resolution rates. • Kept detailed records of customer interactions and inquiries, contributing to the improvement of knowledge databases and frequently asked questions.

Customer service and Sales Associate
Feb ‘20 - Jan ‘22
Marks & Spencer's

• Provided excellent customer service by helping customers find products, offering advice, and ensuring a positive shopping experience. • Actively promoted store promotions and loyalty programs, contributing to increased sales and customer retention. • Maintained detailed knowledge of the store's products, pricing, and promotions to answer customer questions and make informed recommendations. • Assisted with visual merchandising and restocking activities to ensure the store was always well-presented to customers.

Retail Experience
Retail Category
High street
Work Environment
Department store
High street store
Flagship store
Product Category
Client Help
Complaint handling
Returns & Exchanges
Cash register
Product setup
Product labelling
Inventory control
Delivery processing
Stockroom management
Stock control
Order preparation
Store Maintenance
Open/closing store
Health & safety
Education & Training
Kingston University
Unknown - ‘22
Bachelor of Arts