Aileen Murphy

• Seasonal role to 31 December 2025.
• Managed till operations smoothly, reducing waiting time for customers.
• Ensured stock replenishment in a timely manner to maintain product availability.
• Assisted customers with product selection for optimal satisfaction.
• Handled cash transactions swiftly, ensuring accurate accounting at end of each shift.
• Addressed customer needs promptly, resulting in positive feedback and loyalty.
• Fostered a welcoming store environment by maintaining clean and well-organised displays.
• Learnt about new products quickly, providing comprehensive guidance to customers.
• Tagged products quickly and accurately with price tags and stickers.
• Picked and stored Click and Collect orders.

• Working in Hamilton Contact Centre as part of the Payment & Refunds team, completing secure transactions for Partner's working remotely. This team is part of the Customer Delivery Resolution department.
• Dealing with Customer's from multiple departments, including Escalation team, Supplier Orders, Online and Delivery Resolution.
• In many years working with John Lewis I have been part of the Customer Orders team dealing with Supplier orders for stores moving then to Omni Supplier team who covered the Online part of the Business.
• Also worked within the Escalation department for the Core Home side covering flooring and windows.
• Each day is different and ways of working change very quickly.

• Managed high volume of inbound calls for quick resolution of customer issues.
• Assisted customers in making informed decisions by providing detailed product information.
• Developed strong relationships with customers fostering brand loyalty and repeat business.
• Resolved complaints and difficult queries at first point

Started at 2 Touch initially working in outbound sales for an energy company, and my Manager put me forward for a Customer Service Role with the Bank of Ireland.

Worked my way up from being an agent to floor walker and trainer and then to Team Manager.

Principal responsibilities included -

• Checking service levels
• Retaining and developing staff to minimize attrition
• Monitoring quality of staff and identifying areas of training
• Coordinating breaks, holidays and absence cover

Regular briefings

• Taking over difficult calls for agents
• Displaying the ability to use listening skills and empathy with customers and also handling objections in a professional manner