Emma Gillings
Bury St. Edmunds,Suffolk
Summary
Strengths in communication excellence, conflict resolution, and time management. Demonstrates exceptional skills in customer relations, contractor coordination, and team leadership. Adept at interpersonal communication and known for being a great communicator.
Loyal employee with solid understanding of training and mentoring employees to ensure the success of the Helpdesk. Dedicated team player, proactive and hands-on in task completion.
Organised and dependable with 5+ years of experience. Successful at managing multiple priorities with positive attitude. Willing to take on greater responsibilities to meet team goals.
Overview
15
15
years of professional experience
5
5
years of post-secondary education
Work History
Senior property administrator
Greene King
Bury St. Edmunds, Suffolk
10.2019 - Current
- Escalated complex issues for swift resolution.
- Prioritised tasks effectively during peak call periods.
- Successfully delivered on tasks within deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Consistently arrived at work on time and ready to start immediately.
- Offered friendly, efficient service and handled challenging situations with ease.
- Increased customer satisfaction by resolving issues.
- Managed high volume of inbound calls, ensuring swift response.
- Handled high call volumes with accuracy and efficiency for optimum productivity.
- Assisted in training new staff members, fostering a supportive work environment.
- Excellent communication skills both verbally and written.
- Used outstanding problem-solving and communication skills to appease dissatisfied customers.
- Managed and escalated complaints effectively, resulting in positive customer outcomes.
- Acted as first point of contact for customer issues and queries.
- Line manager for two administrators on the helpdesk.
- Undertook Hypercare to assist site and appropriate team following site re-opening after an investment.
- Completing the overtime submissions and sending over to Payroll, correctly and promptly
- Assisting property surveyors with queries.
- Good working relationships with immediate department and also externally within the company
- Working alongside the SMART team to assist when their administrator is unavailable.
Customer services advisor
Aston & Fincher
Bury St. Edmunds, Suffolk
01.2018 - 09.2019
- Improved customer satisfaction by promptly addressing queries and complaints.
- Guided customers through troubleshooting process with patience and clarity.
- Assisted customers in product selection to boost sales.
- Recorded and processed customer data accurately.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Established positive relationships with clients by going extra mile to build rapport.
- Registered and updated accurate customer information on database.
- Accurately identified and addressed potential customer needs, applying appropriate upselling techniques to maximise sales.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Upsold new products and accessories to customers, capturing significant increases in add-on sales.
Supervisor in Brewery bar and restaurant
Old Cannon Brewery
Bury St. Edmunds, Suffolk
02.2015 - 01.2018
- Oversaw bar operation, ensuring excellent guest service at all times.
- Handled cash transactions accurately, maintaining financial integrity of the establishment.
- Ensured staff adhered to company policies regarding alcohol serving limits thus preventing any potential legal issues.
- Fostered good relationships with regular patrons which increased customer loyalty towards the establishment.
- Handled complex situations under pressure while maintaining high levels of professionalism.
- Trained new team members to improve their skills and performance.
- Supervised bar staff, resulting in improved service quality.
- Resolved customer issues promptly, enhancing overall dining experience.
- Upheld legal requirements by ensuring compliance with licensing, health and safety legislation in the UK.
- Designed effective rosters for maximised productivity.
- Improved customer satisfaction with efficient complaint resolution procedures.
- Collaborated with kitchen staff to ensure timely delivery of food orders.
- Led team to deliver outstanding hospitality operations.
- Reconciled POS data with receipts and cash on hand to enforce proper cash-handling and recordkeeping.
- Led by example in providing customers with attentive, professional restaurant service.
- Completed accurate end-of-day financial routines for cash and card transactions.
Customer service advisor
Mothercare
Bury St. Edmunds, Suffolk
10.2009 - 03.2014
- Managed till operations effectively whilst keeping accurate transaction records.
- Demonstrated strong attention to detail during cash handling tasks, ensuring accuracy at all times.
- Provided excellent customer service by maintaining a friendly and approachable demeanour.
- Worked collaboratively within a team setting, fostering a positive work atmosphere.
- Ensured accuracy during transactions for error-free cash handling.
- Assisted customers in locating products, improving shopping experience.
- Processed returns and exchanges following store policy, resulting in satisfied customers.
- Resolved customer complaints successfully, promoting positive brand image.
- Greeted customers entering store and responded promptly to customer needs.
- Helped customers to locate specific products by conducting thorough stockroom checks, delivering exceptional service.
Education
Bachelor of Arts - Education
Anglia Polytechnic University
Suffolk 09.2003 - 03.2006
A-Levels - Sociology, English Literature, Media Studies
County Upper School
Bury St Edmunds, Suffolk 09.2000 - 05.2002
GCSEs - All GCSE's passed at levels A-C
County Upper School
Bury St Edmunds, Suffolk 09.1999 - 05.2000
Skills
- Communication excellence
- Conflict Resolution
- Great communicator
- Time management expertise
- Customer relations
- Contractor coordination
- Interpersonal communication
- Team Leadership
Management Apprenticeship
Currently enrolled in a Management apprenticeship level 3 which I have almost finished, my manager put me forward for this apprenticeship to help me grow and develop new managerial skills.
Timeline
Senior property administrator
Greene King
10.2019 - Current
Customer services advisor
Aston & Fincher
01.2018 - 09.2019
Supervisor in Brewery bar and restaurant
Old Cannon Brewery
02.2015 - 01.2018
Customer service advisor
Mothercare
10.2009 - 03.2014
Bachelor of Arts - Education
Anglia Polytechnic University
09.2003 - 03.2006
A-Levels - Sociology, English Literature, Media Studies
County Upper School
09.2000 - 05.2002
GCSEs - All GCSE's passed at levels A-C
County Upper School
09.1999 - 05.2000
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