Summary
Overview
Work history
Education
Skills
Timeline
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Bethany Richards

Norwich,Norfolk

Summary

As a dependable and efficient professional, I am focused on resolving issues swiftly and ensuring consistent productivity. With a strong attention to detail and a proactive approach, I am dedicated to delivering high-quality results in any environment. I thrive under pressure, enjoy working collaboratively with teams, and always work to enhance processes and contribute to success.

Overview

14
14
years of professional experience

Work history

Customer Service Advisor

Naked Wines
06.2013 - Current
  • Handling inbound and outbound communication via phone and email, delivering clear and empathetic support tailored to customer needs.
  • Maintain detailed, accurate records of customer interactions and resolutions while complying with GDPR and company data policies.
  • Working within the Delivery Team to track orders, resolve logistics issues and ensure customer satisfaction.
  • Investigate and flag potential fraud cases, escalating where necessary.
  • Carry out administrative tasks including processing manual payments, cheque requests, payments for delayed deliveries (PDLs) and delivery claims.
  • Working within the batch and bulk team to identify and resolve payment related issues, ensuring the timely processing of customers payments and orders.
  • Proactively monitored for unusual patterns, errors, or trends in customer queries to catch problems early.
  • Supported UAT (User Acceptance Testing), providing feedback and identifying issues that could affect user experience or payment accuracy.
  • Participated in secondments within tech supporting the migration to a new payment provider.
  • Consistently meeting or exceeding key performance metrics, including contacts per hour and feedback.
  • Part of the buddy team, responsible for guiding new employees, helping them settle into their roles, and ensuring a smooth transition.

Beverage Operations Supervisor

Mantra
08.2011 - 01.2015
  • Supervised daily bar operations, ensuring high standards of service, cleanliness, and customer satisfaction.
  • Regularly stepped in to cover General Manager duties, overseeing full venue operations and making key decisions during senior management absence.
  • Led and motivated a team of bar staff during shifts, managing rotas, assigning tasks, and providing on-the-spot training as needed.
  • Maintained a calm and professional approach when handling challenging customer interactions, including de-escalating situations involving intoxicated or aggressive individuals.
  • Delivered exceptional customer service in a high-pressure, fast-paced environment, resolving issues quickly and diplomatically.
  • Trusted with handling significant amounts of cash, ensuring accurate cashing up and maintaining financial security throughout shifts.
  • Trained and mentored new team members on customer service, drink preparation, and operational standards..
  • Took ownership of opening and closing procedures, securing the premises and preparing the venue for the next trading day.

Bar & Hospitality Attendant

Virgin Active
11.2010 - 03.2014
  • Managed high-pressure situations with attention to detail, ensuring fast and accurate service for customers.
  • Supported team operations and flagged any issues with bar processes, providing feedback for improvements.
  • Collaborated with team members to maintain high service standards, highlighting any discrepancies in workflows or customer experience.
  • Proactively identified recurring customer issues and provided actionable insights to improve service operations.

Education

Notre Dame High

Skills

  • Experience of UAT, regression and functional testing
  • Independent worker and team player
  • Adaptability and eagerness to learn
  • Clear verbal and written communication
  • Strong organisational and prioritisation Skills
  • Analytical thinking
  • Thrives in fast-paced environments
  • Solid work ethic
  • Feedback-oriented
  • Positive and resilient
  • Customer-driven focus

Timeline

Customer Service Advisor

Naked Wines
06.2013 - Current

Beverage Operations Supervisor

Mantra
08.2011 - 01.2015

Bar & Hospitality Attendant

Virgin Active
11.2010 - 03.2014

Notre Dame High

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