Elliott Wicklen
Lichfield,Staffordshire
Summary
Experienced Customer Service, Retentions, and Sales Advisor with a proven track record in enhancing customer satisfaction and loyalty across diverse industries. Demonstrates adaptability in fast-paced environments, prioritising retaining customers by delivering exceptional service. Expertise in sales and complaint resolution, complemented by strong time management and active listening abilities. Career progression includes roles such as Duty Manager at Lichfield Garrick Theatre, overseeing operations for large audiences while maintaining safety standards. Committed to advancing career in customer engagement and service excellence.
Overview
12
12
years of professional experience
Work History
CUSTOMER SERVICE/ RETENTIONS/ SALES ADVISOR
JET 2 HOLIDAYS
02.2024 - 01.2026
RETENTIONS AGENT
DOMESTIC AND GENERAL GROUP
05.2023 - 09.2023
RETENTIONS AGENT
VIRGIN MEDIA (CONCENTRIX) & CAPITA
10.2021 - 05.2023
- CONCENTRIX ENDED CONTRACT WITH VIRGIN MEDIA
WAITER/BARTENDER
THE SPIRITUALIST
09.2020 - 12.2020
- The Spiritualist was an opportunity that appeared in between lockdowns due to COVID -19.
- Served meals and drinks with professionalism and care, ensuring timely delivery to maintain high standards of service.
- Greeted new customers, answered initial questions and took drink and food orders, whilst seating them at their tables.
- Assisted in setting up the dining area for service, including table arrangement and decoration to create an inviting environment.
- Presented menus, explained daily specials, and made recommendations based on customer preferences to enhance dining experiences.
BARTENDER
LICHFIELD GARRICK THEATRE
03.2017 - 09.2020
- Starting my role at the Lichfield Garrick Theatre as a bartender, I would oversee the day-to-day scheduling. From café in the day, serving hot and cold food, coffees, and cakes, to busy packed house shows, with a livelier atmosphere and time-sensitive serving.
- I was promoted firstly to Bar Supervisor, meaning I oversaw the operation of two bars over two floors, and was sometimes responsible for a team of up to ten people.
- Finally, I was promoted to Duty Manager. This was my final position in my evolution at The Garrick.
- My roles as Duty Manager included responsibility for 1,000 to 1,500 audience members during their time in the building, maintaining their safety and well-being during shows, and as they navigated the building. Also resetting tills.
- Maintaining structure and organisation with staff in the building, both backstage and at the bar, getting the shows started on time, and filling out relevant computer work regarding the show, audience, and maintaining the theatre’s safety procedures.
- Efficiently resolved customer complaints and promptly escalated complex issues to management.
- Maintained extensive knowledge of food, drinks and menus to answer customer queries.
- Resolved customer complaints to maintain satisfaction and business loyalty.
- Handled cash, credit card, and voucher payments, maintaining accurate financial records.
RECEPTIONIST
BIRMINGHAM DRAINAGE ENGINEERING
09.2016 - 02.2017
- My time with this company helped broaden my overall knowledge of working as a full time receptionist.
- Handled incoming telephone calls, taking accurate messages and relaying to personnel to support timely communication.
- Welcomed guests and clients in friendly, positive manner.
- Greeted visitors warmly, providing a professional first impression of the organisation.
- Maintained a tidy and welcoming reception area, upholding company standards for cleanliness.
- Met incoming customers with professional approach and provided friendly, knowledgeable assistance.
CASHIER/SHOP FLOOR ASSISTANT
WYEVALE GARDEN CENTRE
07.2015 - 09.2016
- Completed daily records updates to track sales and accurate payment totals.
- Offered friendly greetings and farewells, creating a welcoming environment for all patrons.
- Worked overtime shifts to maintain optimal workflow during busy periods or times of unexpected high volume.
- Maintained neat and clean shop floor and storage areas.
- Assessed customer needs through clear communication, anticipating and responding appropriately to queries.
BARTENDER/FRONT OF HOUSE
THE PLOUGH
12.2014 - 07.2015
- Kept bar stocked and organised for easy access and quick service to customers.
- Took customer orders and prepared drinks following best practices for each type.
- Handled cash transactions and operated point-of-sale systems with accuracy and integrity.
- Cleaned bar of discarded items and wiped up spills without delay to maintain professional appearance.
- Managed bar inventory, conducted stock takes, and placed orders to maintain optimal supplies.
- Removed empty kegs, tapped new kegs and attached supply lines.
BARTENDER/WAITER/FRONT OF HOUSE
REGARDS
09.2013 - 09.2014
- Answered external calls at front of house, managing matters including taking reservations, resolving complaints and delivering knowledge on menus.
- Oversaw inventory of front of house supplies, ordering replacements and managing stock levels.
- Built and maintained courteous and effective working relationships.
- Actively listened to customers to fully understand requests and address concerns.
Education
Access Module - Journalism
The Open University
01.2017
BMetc – BTEC Extended Level 3 Diploma - Performing Arts
Birmingham Metropolitan College
01.2012
Level-3 Diploma - Performing Arts
Birmingham Metropolitan College
01.2012
John Willmott - GCSE’s, AS Levels & Diploma (Level 3), A-level Travel & Tourism, Customer Service
John Willmott
01.2010
Skills
- Adaptability in fast-paced environments
- Telephony skills
- Information retention
- Sales expertise
- Customer service excellence
- Face-to-face customer experience
- Product knowledge
- Complaint resolution
- Time management
- Active listening
- Customer engagement
Hobbies and Interests
- Film
- Music
- Art
- Reading
- Writing
- Spanish
- Driving
- Motorbiking
- Speedboating
- Jet-skiing
- Horse Riding
- Duke Of Edinburgh Bronze
- Tae Kwon Do
- Judo
- Tennis
- Various other sports
Timeline
CUSTOMER SERVICE/ RETENTIONS/ SALES ADVISOR
JET 2 HOLIDAYS
02.2024 - 01.2026
RETENTIONS AGENT
DOMESTIC AND GENERAL GROUP
05.2023 - 09.2023
RETENTIONS AGENT
VIRGIN MEDIA (CONCENTRIX) & CAPITA
10.2021 - 05.2023
WAITER/BARTENDER
THE SPIRITUALIST
09.2020 - 12.2020
BARTENDER
LICHFIELD GARRICK THEATRE
03.2017 - 09.2020
RECEPTIONIST
BIRMINGHAM DRAINAGE ENGINEERING
09.2016 - 02.2017
CASHIER/SHOP FLOOR ASSISTANT
WYEVALE GARDEN CENTRE
07.2015 - 09.2016
BARTENDER/FRONT OF HOUSE
THE PLOUGH
12.2014 - 07.2015
BARTENDER/WAITER/FRONT OF HOUSE
REGARDS
09.2013 - 09.2014
Access Module - Journalism
The Open University
BMetc – BTEC Extended Level 3 Diploma - Performing Arts
Birmingham Metropolitan College
Level-3 Diploma - Performing Arts
Birmingham Metropolitan College
John Willmott - GCSE’s, AS Levels & Diploma (Level 3), A-level Travel & Tourism, Customer Service
John Willmott