Deborah Rawlins
Birmingham,West Midlands
Summary
Experienced Section Coordinator in Retail with over 15 years experience, of providing Excellent Customer Service. Friendly and open communicator with well-developed interpersonal and active listening skills. Focuses on providing timely and useful responses to customer queries. Highly skilled at fostering relationships with customers to increase loyalty and retention while improving satisfaction levels. Friendly, hardworking and energetic communicator. Polite and professional with strong communication and multitasking skills. Experienced in resolving customer complaints within company guidelines and using own initiative. Implements customer follow-up to uphold service standards and guarantee customer satisfaction.
Overview
18
18
years of professional experience
Work History
Customer service officer
Midland Heart
Birmingham, West Midlands
03.2022 - 02.2024
- Liaised between customers and internal departments to address and resolve customer service concerns.
- Gathered customer feedback to identify successes and highlight improvement opportunities.
- Responded to customer requests with friendly, knowledgeable service and support.
- Promptly responded to inquiries and requests from prospective customers.
- Recorded and processed customer data accurately.
- Registered customer information to maintain accurate records.
- Responded to customer queries and provided excellent customer service.
- Adhered strictly to policies and procedures for continued company compliance.
- Engaged in team-building activities to build rapport with staff.
- Responded to and summarised customer complaints and feedback.
- Provided professional and helpful support to new and existing clients.
- Applied best practices to comply with customer service procedures.
- Updated account information after customer calls for well-maintained data accuracy.
- Warmly greeted customers with positive telephone etiquette, asking well-rounded questions to identify issues.
- Listened actively to offer accurate information and best solution to their needs.
- Handled in-person, email and mailed correspondence.
- Recorded information about inquiries and complaints within internal database.
- Followed scripts when answering common customer questions.
- Offered current, accurate advice on optional solutions for concerns.
Section coordinator
MarksandSpencers
Birmingham, West Midlands
09.2005 - 09.2021
- Recruited and trained department staff to boost employees productivity.
- Championed adherence to operational best practices and company policies.
- Developed empowering employee culture focused on equipping staff to independently meet customer needs.
- Completed staff rotas and holidays.
- Ensured KPI's were met.
- Managed over 30 staff
- Anticipated future sales trends to maximise revenue opportunities.
- Coached sales associates in product specifications, sales incentives and selling techniques.
- Worked actively with management team to create daily and weekly sales plans based on weekly sales trends.
- Delegated tasks and reacted to changing workloads to maintain efficient operations.
- Rotated merchandise and displays to feature new products and promotions.
- Maintained smooth-running business operations by delegating priorities to staff abilities.
- Implemented actions from staff and customer feedback to improve service.
- Set daily priorities and communicated targets, motivating teams to achieve them.
- Kept employee workloads fair and balanced to achieve objectives while maintaining high job satisfaction.
- Led by example delivering first-class customer care during till, fitting room and sales floor service.
- Delivered high visual standards of garment presentation and stock levels for appealing customer displays.
Education
Coaching skills for Leaders and Managers - Coaching skills
LinkedIn
Birmingham 09.2022
Customer Service: Call Control Strategies - Customer Service
LinkedIn
Birmingham 09.2020
Microsoft Office 365 - Administration
LinkedIn
Birmingham 03.2020
GCSEs - Maths/ English Language and Literature
Arden Comprehensive School.
Birmingham 09.1983
Skills
- Section Coordinator -Management
- Leadership - in absence of Manager
- Drive sales within team
- Set KPI targets for team
- Ensure shop floor is fully stocked and ready to trade
- Delegate assign/tasks to team
- Ensure staff are customer oriented
- Time management
- Team building
- Quality Control/stock losses
- Stock management
- Staff training and mentorship
- Completing staff rotas/holidays
- Responded to and summarised customer complaints and feedback
- Maintained excellent client satisfaction by providing in-depth support
Timeline
Customer service officer
Midland Heart
03.2022 - 02.2024
Section coordinator
MarksandSpencers
09.2005 - 09.2021
Coaching skills for Leaders and Managers - Coaching skills
LinkedIn
Customer Service: Call Control Strategies - Customer Service
LinkedIn
Microsoft Office 365 - Administration
LinkedIn
GCSEs - Maths/ English Language and Literature
Arden Comprehensive School.
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