2004-09 – 2008-07
, United Kingdom
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Customer Service Adviser
3.5 years experience
2004-09 – 2008-07
2018-01 – 2019-07
Learnt how to troubleshoot and solve technical issues on a software product that I had not used before, learning from more experienced team members and supporting my own learning.
Introduced account management, moved conversations from only speaking to customers when they had issues to initiating positive conversations to further grow the relationship between both parties.
Organised and led events to showcase the new way we were communicating with customers, developing relationships between themselves as well as with our company.
Training new members of staff and users in how to use the software.
Representing the company through sales visits and on-site training, ensuring that brand standards were upkept and customers felt at ease and had all of their questions answered.
Experience dealing with project management - initialising projects to re-onboard current customers and helping with projects for new clients and ensuring a professional approach.
Liaising with senior management on customer needs and discussing needs for the entire customer base moving forwards following discussions with stakeholders.
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2015-09 – 2018-12
Managing all aspects of running busy, quality led wine bar with a unique offering.
Developing a small work team to be proficient in all roles and liaising constantly with directors of the company to ensure that their business objectives are being met.
Creating unique events, from conception to delivery. Including pricing, staffing, sourcing products and liaising with suppliers for their support and attendance.
Marketing the bar through contacts with other independent businesses, external and print advertising, social media and word of mouth through customers.
Improving profitability through staff training, tight control of ordering, selling less popular items and increasing add/up selling to customers of problem items. (sales increased by 15%)
Sourcing new products in-line with customer needs, liaising with suppliers to find correct products and ensure beneficial pricing.
Selecting and training new staff members to ensure that standards are always of expected quality.
Building strong relationships with customers to ensure return visits, getting to know people on a personal level and providing a friendly ear in times of need.
2014-08 – 2015-08
Deputy Manager of a pub/restaurant in Whitchurch, Hampshire
General pub management duties
Managing kitchen to ensure good GP on all food and increasing the food side of the business to 35%.
2013-05 – 2014-04
Managing the flagship Stockbridge shop and Customer Communications Manager.
Sourcing new business account leads, sourcing exclusive wines for them and negotiating prices.
Managing established accounts, dealing with all queries and ensuring fantastic service: accounts ranged from £3000 per annum spend to £100,000 per annum.
Experience in direct selling to customers, including sourcing new wines for them to try, contacting them when their favourite wines are back in and inviting them to exclusive events.
Consistently hitting KPI's for a range of different targets, including customer retention, margin and profit.
Helping to build a new business through excellent organisation and prioritising skills.
Communicating with representatives from importers about new products, marketing support and stock availability.
Liaising with other businesses in the local area to organise joint events and working with them to make it beneficial to all companies involved.
Producing a bi-weekly newsletter sent out to over 1000 customers showcasing special offers and events and managing Facebook and Twitter feeds for the company.
Management and organisation of events for between 10-150 people, including organising exhibitors to attend and hiring out location.
2008-07 – 2013-05
I worked for Majestic Wines for around 5 years, rising from a trainee manager to manager of the 1.9m turnover Newbury store. Over this time I have dealt with the following:
Training and coaching staff members to pass industry recognised exams and improve their skills.
Visual merchandising a large range of products to ensure customers can navigate the products easily.
Creating a customer preference folder so customers could be contacted when a product they particularly enjoy comes on offer.
Organisation of large orders for weddings and other large events, from advising customers on best product for their needs to sourcing products and ensuring delivery expectations are met.
Helping to set up a new store, including stock movement logistics and promoting the brand through speaking to local clubs and societies and organising tasting events.
Account management experience, including dealing with any issues, organising deliveries, finding new businesses and advising on product specifications.
Customer Service, Hospitality, Account Management, Management, Training, Project Management, Marketing, Event Organisation,