Erica Lomas
Doncaster,South Yorkshire
Summary
Motivated and adaptable professional with proven experience in customer service and retail sales, complemented by a Tripled Distinction Star in Public Services. Skilled in communication conflict resolution and teamwork, with the ability to remain calm under pressure and act on real time conflicts. Recognised for delivering excellent customer service, and achieving targets in productivity and customer resolution rates. Bringing string leadership potential demonstrated through coaching new staff, guiding perforce and leading group projects in both academic and profession roles. Highly organised and committed to continuous development in both customer focused and leading positions.
Overview
6
6
years of professional experience
Work history
Customer service advisor
Next Retail Ltd
Doncaster, South Yorkshire
07.2022 - Current
- Provided exceptional customer service support through channels such as phone, live chat, email and WhatsApp ensuing quick resolutions of simple queries, escalated complaints and requests.
- Handled difficult situations with professionalism, de-escalating complains and turning negative experiences into a positive one, ensuring restored faith and trust in the brands I represent.
- Maintaining accurate records of customers interactions, ensuring compliance, company policies and date regulations.
- Working well with internal teams to resolve more complex customer queries and escalating where needed to meet the customers needs.
- Achieving targets which were customer satisfaction rates, quick response times and meeting standards of quality.
- Taking additional responsibilities to ensure smooth running of the company, such as dealing with escalated payment disputes, coaching new advisors to ensure the team are providing excellent customer service. Also working as a Great place to work representative voicing ideas from the team to senior management.
- Worked levels of productivity between 105% and 135%
Retail sales assistant
Next Retail Ltd
Doncaster, South Yorkshire
08.2019 - 03.2020
- Delivered friendly and professional customer service on the shop floor, assisting with product selection, enquires an purchases.
- Ensured presentation of the store was maintained. Monitoring stock levels on the floor, merchandise was presented attractively and promotional offers were updated and viewable for customers.
- Operated till systems correctly, while processing refunds, payments and exchanges that were in line with company policy,
- Resolved customers complaints with professionalism and patience to support a positive shopping experience with Next.
- Worked as part of a team to achieve gaols and meet the store performance targets and enhance a streamline shopping experience.
Education
BTEC Extended Diploma - Public Services
New College Doncaster
DoncasterSkills
- Team Leadership and support
- Decision making under pressure
- Communication and influence
- Conflict resolution
- Motivation and resilience
- Organisation and responsibility
- Problem solving and initiative driven
- Strong customer service skills
- Empathy handling
- Personal accountability
Timeline
Customer service advisor
Next Retail Ltd
07.2022 - Current
Retail sales assistant
Next Retail Ltd
08.2019 - 03.2020
BTEC Extended Diploma - Public Services
New College Doncaster