Emma Glen
Glasgow,United Kingdom
Overview
14
14
years of professional experience
Work history
Refunds Coordinator
Cignpost Diagnostics
Glasgow
09.2021 - 08.2022
- Working within a team of 3 for a global health and diagnostics company, processing Covid-19 testing related enquiries.
- Within this position, my responsibilities included processing a high volume of payments for both customers and businesses who utilised our services for worldwide travel and events both during and after the recent pandemic.
- Developed streamlined administrative procedures, improving overall workflow.
- Coordinated with internal teams to facilitate seamless information flow and resolve queries promptly.
- Processed client documentation with accuracy and in compliance with regulatory standards.
- Coordinated administrative tasks for efficient back-office operations.
- Processed and documented incoming data and information with precision and attention to detail.
Satellite Manager
Fine Rogerson Footwear, Scotland
04.2018 - 09.2019
- Covering 15 stores around Scotland for a luxury footwear company, I was responsible for overseeing the daily running of our stores and implementing product training programmes.
- Assisted in recruiting, hiring and onboarding store staff.
- Analysed daily and weekly sales results and maintained ongoing, productive dialogue with area manager and peers on sales performance.
- Maximised profitability through efficient budgeting and identified opportunities for growth.
- Led regular staff performance reviews to provide guidance and support for individual development.
- Optimised store performance through continuous evaluation of existing processes and identifying improvement opportunities.
- Challenged and inspired team members to achieve business results.
Store Manager
Pandora
Glasgow
08.2017 - 04.2018
- Overseeing the everyday running of a 1.8million turnover, 960 square foot store of 22 staff.
- Led regular staff performance reviews to provide guidance and support for individual development.
- Challenged and inspired team members to achieve business results.
- Maximised profitability through efficient budgeting and identified opportunities for growth.
- Built brand loyalty by promoting company loyalty schemes, hosting events and engaging with repeat customers.
- Assisted in recruiting, hiring and onboarding store staff.
- Exceeded sales targets consistently by assisting customers in selecting and purchasing merchandise.
- Provided excellent customer care through prompt complaint resolution and quality of service.
Assistant Manager
ROX - Diamonds & Thrills
Glasgow
04.2017 - 08.2017
- Co-managing a luxury jewellery store within Glasgow with 18 staff members and various media event parties.
- Addressed customer issues calmly and professionally, delivering quick, successful resolutions.
- Enforced company policies and guidelines for all employees.
- Recruited, interviewed and hired high-performing individuals, developing passionate, dedicated teams.
- Motivated management and staff teams to consistently deliver high-quality, customer-focused service.
- Evaluated staff performance, implementing training and development programmes to maintain exceptional service levels.
- Organised special events both in-store and at various locations throughout the city centre for new product reveals.
Concession Manager
Links of London
11.2015 - 04.2017
- House of Fraser
- Managing a small team within a luxury jewellery and watch brand in House of Fraser.
- Created seasonal sales plans with varying stock and promotional strategies.
- Oversaw business staffing and training, building successful, customer-focused team.
- Enforced service standards to maintain establishment reputation for excellence.
- Monitored competitor activities, responding creatively to maintain relevancy and competitive edge.
Supervisor
Folli Follie Group
Glasgow
01.2013 - 11.2015
- Responsible for driving all areas of the business, being part of the management team, and acting as store visual merchandiser
- Also responsible for monitoring and driving a range of KPI's within a fast paced, high volume retail environment.
- General running of the store, including; opening and closing, selling, handing large delivery volumes, delegating to staff and ensuring all figures and targets are explained at the start of each shift
- Operating the Retail J System running; banking, KPI projections and completing weekly and monthly reports
- Training staff members on the latest products and sales targets
- As the store Visual Merchandiser, I was responsible for display and window changes every week, and ensuring that all staff complied with store standards and visual displays.
- Attending various training courses within our Flagship Store in London.
Passenger Service Agent
JET 2
03.2013 - 10.2013
- As part of this Summer Placement, I was based in the main terminal of Glasgow Airport during the Summer season to ensure that all passengers experienced a first class service from start to finish.
- Greeting and checking in passengers at the beginning of their journey.
- Selling and upgrading products and services.
- Boarding and meeting flights at the gate, attending to any customer queries or difficult situations.
- Making announcements throughout the airport for flight delays and arrivals.
- I was highly commended on my professional relationships with customers and colleagues alike and my ability to work well under a fast paced, sales focused environment.
Customer Service Advisor
SANTANDER PORTFOLIO MANAGEMENT UK LIMITED
01.2009 - 09.2012
- Working within the Investment Department for this worldwide bank, I was responsible for offering a first-class customer service as well as meeting sales targets that were set daily for a small, fast-working team.
- Receiving, recording, and banking cash, checks, and vouchers as well as reconciled records of bank transactions.
- Trained in complaint handling for specific departments due to my high standard of customer service and fast problem-solving abilities.
- Responsible for the training of new staff members on products, services, and complaints.
Education
Bachelor of Arts - BA - Social Sciences
Glasgow Caledonian University
Skills
- Electronic file management
- Microsoft Office
- Grammar expertise
- Excel database maintenance
- Drafting and proofreading
- Detail-orientated
- Microsoft Word expertise
- Data organisation
Timeline
Refunds Coordinator
Cignpost Diagnostics
09.2021 - 08.2022
Satellite Manager
Fine Rogerson Footwear, Scotland
04.2018 - 09.2019
Store Manager
Pandora
08.2017 - 04.2018
Assistant Manager
ROX - Diamonds & Thrills
04.2017 - 08.2017
Concession Manager
Links of London
11.2015 - 04.2017
Passenger Service Agent
JET 2
03.2013 - 10.2013
Supervisor
Folli Follie Group
01.2013 - 11.2015
Customer Service Advisor
SANTANDER PORTFOLIO MANAGEMENT UK LIMITED
01.2009 - 09.2012
Bachelor of Arts - BA - Social Sciences
Glasgow Caledonian University
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