Darllene Katoka

Customer Service Advisor

Highly adept in customer service with 6+ years of experience. Skilled in managing client inquiries, pre and post-sale administration, adept at safeguarding confidential information and maintaining accurate records of customer interactions. Strong experience in sales and customer service with a background in fashion and garment technology.

Previous Brands
Harvey Nichols
Karen Millen
River Island
Work Experience
Client Service Advisor
Jan ‘22 - Jan ‘23

• Handled an average of 200 inbound and outbound telephone calls weekly for our LA, NY and Massachusetts phone lines • Safeguarded the security and confidentiality of client information and complying with the Data Protection Act • Providing administrative support for pre-and post-sale tasks, resulting in a 20% increase in team productivity. • Successfully managed and resolved complex registration and bidding queries, resulting in an increase in customer satisfaction and retention. • Managed a CRM system (ZenDesk) for tracking customer interactions, processing customer accounts and calls, leading to improved efficiency and customer service. • Maintained effective communication channels between relevant departments, resulting in improved coordination and streamlined processes for consignment, bidding, collection, and shipping. • Assisted clients with taking payments, reducing in payment-related complaints or issues.

Customer Service Advisor/ Picker Packer
Dec ‘21 - Jan ‘22

• Successfully managed a high volume of picking ticket orders, trained and mentored new team members on order picking and packing procedures; resulting in an average of 200+ orders fulfilled per day • Exceeded established targets for processing and shipping items • Coordinated the implementation of displays for festive and seasonal themes, increasing customer engagement and sales.

Assistant Garment Technologist
Jul ‘19 - Nov ‘19

• Worked closely with Garment Technologists, Design, Merchandise and Buying departments to maintain the continuity of premium product • Coordinated and scheduled fit sessions for multiple projects simultaneously and effectively communicated fit session priorities to team members, reducing errors and mistakes during the sealing process. • Ensured seamless running of the technical floor by maintaining and organizing samples, preparing fit/meeting rooms to ensure all fit samples and equipment were ready • Managed paperwork and ensured data was accurately recorded/updated within databases, MS office • Received, distributed and mailed packages globally • Rejected and approved Pre Shipment Samples (PSS) • Payment requests and record-keeping • Established and maintained strong relationships with overseas and EU suppliers in order to successfully resolve any issues or disputes in a timely and professional manner.

Jan ‘19 - Jul ‘19
Karen Millen

• Conducted consultations with clients to understand their needs and preferences • Provided high-end styling services to clients • Implemented customer service initiatives that increased customer loyalty and repeat business, resulting in a 30% increase in repeat customers. • Achieved an overall client satisfaction rate of 96% as per the customer feedback survey and was able to increase the number of registered store cardholders by 10% within a 3 month period

Sales Advisor
Oct ‘18 - Jan ‘19
River Island

• Consistently met and exceeded sales targets as a cashier by processing an average of 100 transactions per day during peak seasonal sales.

Beauty Retail Advisor
Feb ‘18 - Sep ‘18
Harvey Nichols

• Delivered 5* customer experience, building strong customer relationships, fostering customer loyalty and retention • Provided product knowledge and advice on skincare, makeup, and fragrance products • Maintained a clean and organized counter display, ensuring adequate stock levels to meet customer demand, and minimizing product waste. • Processed customer purchases, returns, and exchanges accurately and efficiently

Beauty Retail Advisor
Feb ‘18 - Sep ‘18

• Consistently achieved and exceeded sales targets by effectively utilizing upselling and cross-selling techniques. • Demonstrated a strong understanding of product knowledge and expertise, providing personalised recommendations to customers • Produced a welcoming and engaging atmosphere for customers. • Provided samples, demonstrations, and tutorials to help clients understand how products can be used and achieve their desired look.

Retail Experience
Retail Category
High street
High-end luxury
Work Environment
Department store
Shopping centre
Flagship store
High street store
Product Category
Beauty & Fragrances
Leather goods
Client Help
Complaint handling
Product demos
Client Advising
Cash register
Returns & Exchanges
Online orders fulfilment
Product setup
Product labelling
Stockroom management
Inventory control
Store Maintenance
Order preparation
Delivery processing
Stock control
Education & Training
Birmingham City University
Unknown - ‘19
Bachelor of Technology