D’mario Merry-Taylor

In my most recent role I was responsible for identifying learning needs and delivering high-quality training solutions that embed a high-performance culture. I would do this by creating and delivering a skills gap analysis across the business, to identify both learning needs and high-potential employees. After this, I would support design, delivery and evaluation of any training delivered with the aim to both support team members and succession planning across the business. I also supported the on-boarding process of any new employees and built strong relationships with internal and external stakeholders to plan and communicate structured training plans.

My responsibilities in this role were to offer a high level of customer service through several online channels. For example, social media, live chat, trust pilot, Google reviews, Synthetix and Bazarvoice. These queries could range from warranty claims, order queries, product queries, or complaints. Whilst in this role our service providers for social media and live chat were changed and I played a key role with selecting new providers, and setting up the systems. I also supported the admin of these systems as well as training new starters and maintaining the systems in place.

As a retail helpline advisor at Kärcher my main responsibilities include taking phone calls or emails from customers to help them reach a resolution for any queries they have. This mainly consisted of processing warranty claims, ordering parts and product queries.

I delivered frontline customer service while managing cash transactions, deposits and withdrawals with strict accuracy and compliance. Performed daily cash reconciliations, processed foreign currency and maintained branch equipment. Coordinated customer appointments and supported general branch operations to ensure smooth service delivery.