Eva Santiago

• Optimised merchandise display, windows and inside the shop displays, contributing to improved store aesthetics and shopper engagement levels.
• Organised special events and promotions to drive traffic and increase sales volume.
• I provide support and management to staff and volunteers.
• I manage Gift Aid in line with the Charity guidelines.
• I ensure that there is enough stock in the shop floor and make sure this is rotate and refresh daily.
• I engage with social media to generate stock and recruit volunteers.
• I organise rotas including volunteers and staff members so the shop is always well cover.
• I recruit and provide training to new volunteers and staff members.
• I work with budgets and maximise income for the charity
• I made sure paper work and banking is done correctly
• I made sure volunteers are working in a happy and safe environment. Comply with all Health and Safety regulations .
• I ensure all fire check and risk assessments are done and are recorded

- Cultivated excellent customer relationships by providing helpful, friendly and attentive service.
- Interviewing potential volunteers.
- Provide training and guiding to volunteers when first starting
- Addressed and resolved complex customer complaints in calm, efficient and friendly manner.
- Maintained, clean, presentable and stunning product displays by conducting routine visual merchandising tasks and deep cleans.
- Maintained excellent visual merchandising standards by routinely cleaning and

organising window and Point of Sale displays.

- Provided helpful, attentive sales support to generate positive customer feedback.

- Communicated effectively to determine customer needs, provide recommendations and upsell services.

- Log New Goods in the system and display in the shop floor
- Received, processed, and organised deliveries within tight deadlines. Performed closing , securing shop premises and cashing-up tills.
- Assessed second-hand goods upon delivery, ensuring products looked, worked and maintained in good working order.
- Maintained outstanding customer service by staying up-to-date in the latest retail guidelines and best practices.

- Maintained health and safety standards to ensure safe shopping environment for customers.

• Cultivated excellent customer relationships by providing helpful, friendly and attentive service.

• Addressed and resolved complex customer complaints in calm, efficient and friendly manner.

• Processed cash and card payments during busy shopping periods to minimise customer waiting times.

• Maintained, clean, presentable and stunning product displays by conducting routine visual merchandising tasks and deep cleans.

• Maintained excellent visual merchandising standards by routinely cleaning and organising window and Point of Sale displays.

• Provided helpful, attentive sales support to generate positive customer feedback.

• Communicated effectively to determine customer needs, provide recommendations and upsell services.

. Received, processed, and organised deliveries within tight deadlines.

• Performed closing duties such as cleaning windows and floors, securing shop premises and cashing-up tills.

• Proactively promoted sales using persuasive techniques to communicate deals.

• Employed winning sales and upselling techniques to boost frequency of higher-value purchases.

• Assessed second-hand goods upon delivery, ensuring products looked, worked and maintained in good working order.

• Maintained outstanding customer service by staying up-to-date in the latest retail guidelines and best practices.

• Reconditioned goods to maintain steady supply of sellable, desirable products for customers.

• Viewings and sign up. First point of contact for tenants and answering their queries.

• Processed various social housing applications, including joint tenancy, refuge accommodation and sheltered housing.

• Identified, responded to and coordinated housing repairs for our tenants.

• Consulted with tenants on anti-social behaviour from neighbours in social housing complex.

• Performed ad-hoc accommodation audits, reporting on state of the dwelling.

• Supported clients with applications for necessary welfare payments, including housing benefits.

• Maximised tenant support by liaising with social care providers to deliver additional supports.

• Conducted in-depth investigations into client housing complaints, taking appropriate actions based on findings.

• Sourced and provided customers with appropriate vacant properties, selecting based on needs and budget.

• Worked collaboratively with tenants and social care providers to make housing compliant with H&S guidelines.

• Managed client referrals to benefits, welfare, counselling and other external providers when needed.

• Conducted monthly housing inspections on 65 rented properties, ensuring amenities stayed in proper working order.

• Helped clients apply for housing by assisting in completing paperwork and other tasks needed according to individual requirements.

• Proactively arranged viewings to assess housing repairs, arranging repairs with external providers when needed.

• Dealt with client deposit and monthly rent payments, ensuring timely payments by sending reminders and visiting when needed.

• Reported and followed up on corrective action following issues reported to housing authority regarding tenants.

• Facilitated over 100+ tenancy move-ins and move-outs for a year. Drafted and submitted tenancy sustainment support plans and risk assessments

. • Conducted client consultations to determine housing requirements, including features, bedrooms, budget and location.

• Managed tenant compliance with tenancy agreement, monitoring rent payments and service charges.

• Generated new business by networking with local landlords

• Dealt with difficult housing situations effectively and appropriately, including abandoned tenancies, squatters and unauthorised occupiers.

Edinburgh housing associations. Viewings and sign up. First point of contact for tenants and answering their queries. • Processed various social housing applications, including joint tenancy, refuge accommodation and sheltered housing. • Identified, responded to and coordinated housing repairs for our tenants. • Consulted with tenants on anti-social behaviour from neighbours in social housing complex. • Performed ad-hoc accommodation audits, reporting on state of the dwelling. • Supported clients with applications for necessary welfare payments, including housing benefits. • Maximised tenant support by liaising with social care providers to deliver additional supports. • Conducted in-depth investigations into client housing complaints, taking appropriate actions based on findings. • Sourced and provided customers with appropriate vacant properties, selecting based on needs and budget. • Worked collaboratively with tenants and social care providers to make housing compliant with H&S guidelines. • Managed client referrals to benefits, welfare, counselling and other external providers when needed. • Conducted monthly housing inspections on 65 rented properties, ensuring amenities stayed in proper working order. • Helped clients apply for housing by assisting in completing paperwork and other tasks needed according to individual requirements. • Proactively arranged viewings to assess housing repairs, arranging repairs with external providers when needed. • Dealt with client deposit and monthly rent payments, ensuring timely payments by sending reminders and visiting when needed. • Dealt with difficult housing situations effectively and appropriately, including abandoned tenancies, squatters and unauthorised occupiers. • Reported and followed up on corrective action following issues reported to housing authority regarding tenants.

• Drafted and submitted tenancy sustainment support plans and risk assessments. • Conducted client consultations to determine housing requirements, including features, bedrooms, budget and location. • Managed tenant compliance with tenancy agreement, monitoring rent payments and service charges. • Generated new business by networking with local landlords and housing associations. • Provided one-to-one and group counselling to improve client wellbeing. • • Obtained client feedback to enhance services and user experience. Coordinated crisis intervention and emergency shelter services for clients. • Carried out client tests, assessing skills, strengths, and deficits to develop tailored plans. • • Working alongside people who have faced social exclusion through homelessness, mental health issues, addiction or multiple needs. Provide a range of housing and support options. Offer advice, guidance and support on a varied range of topics from practical support e.g. shopping, budgeting, decorating etc. to more specialist support e.g. health, employment, training, benefits advice… Assist with applications for community care grants or social fund loans, accompanying to appointments, for example, re. Medical and housing issues