ELLANA WOODTHORPE

My current role as Customer Experience Lead involves demonstrating a superior understanding of products and services offered, being aware of targets and incentives surrounding these services, and getting colleagues excited about promoting what we offer as a business. Most importantly, continuing to deliver exceptional customer service and ensure all customers feel welcome and valued.

My Key Responsibilities include:

• Providing excellent customer service by addressing queries and handling challenging situations with ease, increasing customer satisfaction scores from 80% to 90%.
• Ensuring colleagues feel confident in their knowledge and feel able to promote products and their benefits to customers
• Offering expert advice on products, contributing to a rise in repeat shoppers and building brand loyalty.
• Prioritising replenishment of best-selling and popular high-value products to maximise availability and drive sales.
• Consistently overachieving all personal KPI targets and encouraging others to do so, ultimately boosting team performance.

My role as a store colleague involved supporting the team with daily tasks and collaborating effectively with team members to hit store targets. All while ensuring customers remain the priority and delivering exceptional customer service.

My Key Responsibilities included:

• Consistently exceeded personal KPI targets, achieving up to 200% of baseline, resulting in internal promotion for exceptional performance.
• Delivered high-quality customer service, accommodating customer requests.
• Supported store targets by promoting services, and having the product knowledge to explain benefits to customers.
• Contributed to visual merchandising and maintained high store presentation standards to enhance customer experience.

My previous role as a Stable Groom meant I was responsible for supporting the day-to-day operations of our yard, ensuring the horses were well-cared for, and the cleanliness and functionality of the facilities were maintained.

My Key Responsibilities included:

• Communicating with clients, addressing their inquiries, and finding solutions
• Organising daily tasks and delegating between team members