Chloe Frances
E-commerce Manager | Business Analyst | Data-Driven Leader
Street,Somerset
Summary
Results-driven E-commerce Manager and Data Analyst with over 10 years' experience driving online sales, managing large datasets, and improving operational efficiency. Proven track record in Amazon marketplace optimisation, cost/margin analysis, digital campaign strategy, and cross-functional team leadership. Adept in using data to inform decisions, develop pricing strategies, and scale e-commerce growth across B2C platforms.
Overview
17
17
years of professional experience
6
6
years of post-secondary education
Work history
Financial Controller & Senior Manager
Indigo Herbs Limited
Glastonbury, Somerset
08.2020 - Current
- Conducted market research for identifying new business opportunities.
- Developed systems and processes to maintain comprehensive price databases, facilitated efficient retrieval of information
- Troubleshot any issues related to website functionality or order processing.
- Coordinated with marketing department, enhanced brand awareness.
- Optimised online sales by reviewing category growth opportunities and stock strategies.
- Optimised product listings for enhanced customer engagement.
- Utilised new sales platforms and technologies to expand business scope.
- Assited managment of the commerical team to develop and manage online sales processes.
- Researched and developed multi-platform integrators to boost online income.
- Developed pricing structures based on historical and current trends, competitor activities and supply chain data.
- Formulated and executed Amazon digital marketing campaigns for improved sales performance.
- Developed and implemented systems for tracking costs and margins, aligning financial performance with business goals.
- Advised leadership on financial and operational performance metrics, identifying opportunities for growth and improved efficiency
- Prepared and analysed annual budgets to track actual expenses against projected expenses.
- Managed large datasets, ensured accurate reporting.
- Optimised efficiency by introducing automated systems and streamlining data collection processes, reducing manual input errors and improving efficiency
- Prepared monthly management accounts to support senior management in strategic decision-making.
- Provided input into short and long-term cashflow forecasts.
- Oversaw and carried out month-end, quarterly and year-end processes.
- Ensured accurate processing of employee salaries by meticulous attention to detail in data entry.
- Collaborated closely with senior leadership team on strategic HR decisions.
- Managed full recruitment lifecycle of job adverts, applicant vetting and new employee onboarding.
Accounts & HR Manager
Indigo Herbs Limited
Glastonbury, Somerset
07.2019 - 08.2020
- Prepared monthly management accounts to support senior management in strategic decision-making.
- Drove process improvements within finance function, enhancing productivity and accuracy.
- Advised leadership on financial and operational performance metrics, identifying opportunities for growth and improved efficiency
- Prepared and analysed annual budgets to track actual expenses against projected expenses.
- Oversaw and carried out month-end, quarterly and year-end processes.
- Managed large datasets, ensured accurate reporting.
- Ensured accurate processing of employee salaries by meticulous attention to detail in data entry.
- Collaborated closely with senior leadership team on strategic HR decisions.
- Assisted in annual salary reviews, talent reviews, succession planning and performance management.
- Developed bonus and incentive programmes to drive employee performance and retention
- Assisted in full recruitment lifecycle of job adverts, applicant vetting and new employee onboarding.
- Prepared quarterly UK VAT submissions and approved foreign territory VAT submissions.
- Implemented new human resource management systems for improved organisational efficiency
Accounts & HR Administrator
Indigo Herbs Limited
Glastonbury, Somerset
01.2017 - 07.2019
- Assisted with month-end, quarterly and year-end processes.
- Managed payroll operations to ensure timely payments.
- Prepared schedules of accruals and prepayments to maintain up-to-date accounting records.
- Tracked budget expenditure, ensured cost-effective operations.
- Enhanced efficiency of accounting procedures with implementation of new software tools.
- Reviewed and reconciled ledgers to maintain integrity of financial data.
- Assisted with strategic planning efforts leading to sustained growth
- Worked closely with accountants during end-of-year closeout procedures, ensured accuracy of figures reported in annual reports.
- Entered financial data into company accounting database for verification and reconciliation, maintaining accurate and current accounts at all times.
Customer Service & Fulfillment Supervisor
Indigo Herbs Limited
Glastonbury, Somerset
11.2013 - 01.2017
- Managed staff scheduling and daily task assignment for Customer Service & Fulfillment Teams
- Delegated tasks appropriately, achieved balanced workload among team members.
- Oversaw daily operations to achieve high productivity levels.
- Monitored employee attendance records
- Managed customer phone and email queries
- Assisted in recruitment process for hiring quality staff members.
- Conducted bank reconciliations regularly to maintain accurate records.
- Streamlined office procedures to enhance productivity levels.
- Updated accounts with precision and accuracy to deliver reliable bookkeeping services.
- Provided administrative support to finance team for seamless operations.
- Assisted in monthly closings, ensured timely completion of tasks.
- Handled payroll administration to guarantee proper compensation for employees.
- Took ownership of customer concerns, ensured comprehensive resolution efforts were made.
- Handled multiple tasks simultaneously without compromising on quality of service provided.
- Completed duties to deliver on targets with accuracy and efficiency.
Customer Service Champion & Fulfillment Operative
Indigo Herbs Limited
Glastonbury, Somerset
03.2013 - 11.2013
- Employed active listening techniques in every interaction – this led to more precise understanding of client needs and thus more effective resolutions.
- Handled multiple tasks simultaneously without compromising on quality of service provided.
- Managed customer inquiries efficiently, enhancing satisfaction levels.
- Stayed abreast of latest product developments and updates to offer informed advice.
- Mastered product knowledge to provide accurate responses to inquiries.
- Liaised with other departments effectively to hasten problem-solving processes-this resulted in reduced wait times for customers.
- Managed customer phone and email queries
- Assisted customers in navigating company website
- Adhered strictly to regulatory guidelines during customer interactions, maintained brand reputation.
- Improved customer satisfaction by efficiently resolving complaints and issues.
- Took ownership of customer concerns, ensured comprehensive resolution efforts were made.
- Picked, packaged and sent out customer orders from Amazon, Ebay and Website
- Completed duties to deliver on targets with accuracy and efficiency.
- Completed customer orders with speed and accuracy.
- Oversaw daily operations to achieve high productivity levels.
Accounts Assistant
Glastonbury Abbey
Glastonbury, Somerset
07.2012 - 05.2014
- Assisted senior accountant for audit preparation.
- Assisted in monthly closings, ensured timely completion of tasks.
- Provided administrative support to finance team for seamless operations.
- Input sales, purchase and cash transactions.
- Stored confidential information safely and securely in line with company protocol.
- Completed daily and monthly bank reconciliations and noted any discrepancies.
Senior Sales Assistant
Triumph
Street, Somerset
08.2010 - 02.2013
- Developed customer relationships by providing excellent service and understanding individual needs.
- Handled customer complaints efficiently, turned negative experiences into positive ones.
- Enhanced store presentation with strategic merchandise placement.
- Conducted sales training to increase staff product knowledge and improve selling techniques.
- Handled administrative tasks such as inventory checks and cash reconciliation, kept daily operations smooth.
- Replenished floor stock and processed deliveries promptly, maximising product availability for customers.
- Motivated team members to achieve sales targets.
- Liaised between management and employees, ensured seamless information flow.
Assistant Manager
Sunglass Time
Street, Somerset
05.2008 - 08.2010
- Provided excellent customer service leading to repeat business and customer loyalty.
- Handled stock control duties diligently preventing overstocking or shortages.
- Monitored sales performance regularly adjusting strategies as required.
- Handled customer complaints effectively, restoring trust in brand.
- Managed cash registers accurately reducing discrepancies at end of day reconciliation.
- Managed daily operations to ensure smooth running of shop floor.
Education
AAT Level 4 - Accounting
Strode College
Street, Somerset 09.2018 - 07.2019
AAT Level 3 - Accounting
Richard Huish College
Taunton, Somerset 09.2017 - 07.2018
A-Levels - Accounting & IT
Strode College
Street, Somerset 09.2005 - 06.2006
NVQ Level 1 - Beauty Therapy
Strode College
Street, Somerset 09.2004 - 03.2005
GCSEs -
Crispin School
Street, Somerset 09.2001 - 07.2004
Skills
- Excel (Advanced: pivot tables, VLOOKUP, Power Query)
- ERP & Accounting Software (eg, Aqilla, Quickbooks, Veeqo)
- Power Automate experience
- Power BI experience
- Amazon Seller Central
- eBay, Etsy, Magento
- Amazon PPC campaign management
- Pricing strategy development
- E-commerce strategy
- Financial analysis & forecasting
- Process automation
- Market & competitor research
- Budget preparation
- Cost and revenue analysis
Timeline
Financial Controller & Senior Manager
Indigo Herbs Limited
08.2020 - Current
Accounts & HR Manager
Indigo Herbs Limited
07.2019 - 08.2020
AAT Level 4 - Accounting
Strode College
09.2018 - 07.2019
AAT Level 3 - Accounting
Richard Huish College
09.2017 - 07.2018
Accounts & HR Administrator
Indigo Herbs Limited
01.2017 - 07.2019
Customer Service & Fulfillment Supervisor
Indigo Herbs Limited
11.2013 - 01.2017
Customer Service Champion & Fulfillment Operative
Indigo Herbs Limited
03.2013 - 11.2013
Accounts Assistant
Glastonbury Abbey
07.2012 - 05.2014
Senior Sales Assistant
Triumph
08.2010 - 02.2013
Assistant Manager
Sunglass Time
05.2008 - 08.2010
A-Levels - Accounting & IT
Strode College
09.2005 - 06.2006
NVQ Level 1 - Beauty Therapy
Strode College
09.2004 - 03.2005
GCSEs -
Crispin School
09.2001 - 07.2004
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