Charlotte Banks
Abbeydale,Gloucester
Summary
Dynamic professional with expertise in customer service and relationship management, excelling in retention and renewals through effective inbound and outbound call handling. Proven track record of achieving KPI and target delivery while leading and developing high-performing teams. Strong commercial awareness combined with adept administration and office management skills. Demonstrates exceptional problem-solving and communication abilities, ensuring health and safety compliance. Skilled in upselling, with a focus on enhancing customer satisfaction and driving business growth.
Enthusiastic Advisor with knowledge of resolving customer problems. Works to increase success through effective work strategies and customer service.
Overview
22
22
years of professional experience
Work history
Membership Advisor
BABTAC
2017.01 - 2026.05
- Handle high volumes of inbound calls, assisting members with policy renewals and queries
- Proactively make outbound calls to support renewals and improve member retention at 80%
- Consistently work towards and achieve retention targets within small team environment
- Deliver high standard of customer service, building strong relationships with members
- Provide clear and accurate information regarding policies and services
- Support administrative processes linked to memberships and renewals
Supervisor
New Look
2014.05 - 2017.01
- Supported management in achieving KPIs through weekly performance analysis and commercial decisions
- Led, developed and motivated team to deliver excellent customer service
- Managed daily operations including staff deployment, training, recruitment and administration
- Maintained stock availability through effective delivery and replenishment processes
- Ensured compliance with health & safety and loss prevention procedures
- Delivered strong visual merchandising standards
- Team of 15+ | £2m turnover
- Fostered positive work culture to boost employee morale.
- Encouraged open dialogue amongst team members, promoted an inclusive work environment.
- Conducted performance appraisals with employees for career development discussions.
- Managed daily operations to increase productivity.
Assistant Manager
Internacionale
2013.01 - 2014.05
- Drove store performance through KPI focus and strong customer service
- Supported recruitment, training and development of staff
- Managed merchandising and store presentation
- Controlled payroll and store expenses
Supervisor
Gap
2006.07 - 2012.12
- Supported underperforming stores to improve sales and performance
- Developed team members, promoting 3 to Supervisor roles
- Analysed store performance to maximise sales opportunities
- Managed stock and visual merchandising
- Team of 25+ | £4.4m turnover
Christmas Temp Sales Assistant
Debenhams
2005.11 - 2006.01
Sales Assistant
Boots
2004.03 - 2005.06
Education
Foundation Insurance Test Certificate - Insurance
Chartered Insurance Institute (CII)
Gloucester, Gloucestershire12.2018
GCSEs - English (Language & Literature), Maths, Double Science, Spanish
Quedgeley
GloucesterSome College (No Degree) - Travel & Tourism
Gloucester College
Cheltenham 07.2003
Skills
- Customer Service & Relationship Management
- Retention & Renewals
- Inbound & Outbound Call Handling
- KPI & Target Delivery
- Team Leadership & Development
- Commercial Awareness
- Administration & Office Management
- Problem Solving & Communication
- Health & Safety Compliance
- Upselling
INTERESTS
Reading, Baking, Shopping, Socialising
Timeline
Membership Advisor
BABTAC
2017.01 - 2026.05
Supervisor
New Look
2014.05 - 2017.01
Assistant Manager
Internacionale
2013.01 - 2014.05
Supervisor
Gap
2006.07 - 2012.12
Christmas Temp Sales Assistant
Debenhams
2005.11 - 2006.01
Sales Assistant
Boots
2004.03 - 2005.06
GCSEs - English (Language & Literature), Maths, Double Science, Spanish
Quedgeley
Foundation Insurance Test Certificate - Insurance
Chartered Insurance Institute (CII)
Some College (No Degree) - Travel & Tourism
Gloucester College