I am an experienced retail professional with over 11 years in customer service and sales roles, including positions at Nationwide Building Society, Next and Carphone Warehouse. I excel in client relationship management, visual merchandising, and driving sales to enhance the customer experience.
Client Relationship Management • Maintaining relationships with existing members, demonstrating tailored services and products we offer to improve a longer lasting relationship with members. • Ensuring exceptional customer service and listening to member feedback, reporting information daily to my team, reflected by customer satisfactory scores which consistently remained above target. • Resolving complaints within our 3-day SLA period, providing effective solutions to solve problems face-to-face, through online chat and telephony channels. Resulting in member retention that otherwise would have switched to competing banks. Accounts/Branch Management • Overseeing members' accounts, implementing regulatory procedures and customer authentication is correctly met to ensure trust in our members. • Identifying opportunities for additional services to optimise member experience, conducting appointments to open new products for members. Client Onboarding & Training • Educating potential and existing members of banking products such as loans, current accounts, credit cards, savings, investments and insurance. • Leading presentations to students in a local University, educating and empowering the students to make better financial choices, identifying potential leads and acquiring new business. • Conducting 'Tea & Tech' sessions via zoom to educate vulnerable members about online banking and safety, sending tutorials via email where applicable. Collaboration & Teamwork • Acting Branch Manager across various London and Hertfordshire branches, carrying out daily duties, improve branches business and customer satisfaction scoring. • Leading customer care to my team as well as coaching and development sessions to provide exceptional customer service and enhance processes.
o Representing the store in regular district meetings, inventing different strategies to produce more sales and assisting managers with daily tasks. o Mentoring groups of employees and leading inductions. Completing store projects to meet deadlines under pressure. o Stock taking, Visual Merchandising and providing excellent customer service when welcoming visitors. o Being the designated fire warden to support fire/bomb threats in case of an emergency. Assisting in keeping the store clean throughout the day.
o Selling and pitching products to hit targets, providing fair and accurate information of the range of phones characteristics and network providers. o Handling contracts and insurance policies as well as answering phone calls. o Controlling appointment bookings and growing my IT knowledge.