Summary
Overview
Work history
Education
Skills
Websites
Certification
Affiliations
Languages
Accomplishments
References
Timeline
Generic

Flemming M'ratu

Stirling

Summary

Highly motivated and results-driven professional with a proven track record in brand representation, customer engagement, and sales. Consistently exceeded expectations in previous roles, including achieving top sales performance and securing new customer engagement through innovative strategies. Passionate about creating memorable brand experiences and building strong, long-term customer relationships. Proven ability to adapt to diverse audiences and deliver successful campaigns recognised for professionalism and dedication to excellence

Overview

9
9
years of professional experience
7
7
years of post-secondary education
1
1
Certification

Work history

Team leader

Off to work
Edinburgh
01.2024 - Current
  • Led daily operations supervising a team of 5, ensuring smooth functioning and excellent customer service.
  • Setting up shop each day, organising stock and display, and conducting daily stock counts to maintain accurate inventory records.
  • Promoted brands by engaging with customers, sampling products, and providing detailed information about offerings, increasing brand awareness.
  • Achieved recognition as the top salesperson, driving sales performance and securing 50 new newsletter sign-ups to expand the company's customer base.
  • Reported daily sales figures to management, providing actionable insights to support decision-making.
  • Recommended the introduction of new product lines tailored to travelling customers, enhancing product appeal and market reach.

Brand Ambassador

Elevate Staffing
Glasgow, Glasgow City
10.2023 - 01.2025
  • Represented a diverse portfolio of brands through campaigns and activations, adapting communication styles to effectively engage with varied audiences.
  • Delivered promotional events such as sampling Celsius products on the streets of Glasgow, driving customer engagement and brand awareness.
  • Served as a representative of the United Kingdom at Interpol, earning recognition from the President of Interpol for exemplary performance and professionalism.
  • Developed strong interpersonal and communication skills by interacting with diverse demographics and promoting brand messaging effectively.
  • Demonstrated versatility and adaptability by embodying the unique values and personalities of each brand, ensuring successful campaign delivery.
  • Demonstrated product operation and features to promote purchases.
  • Represented brand at trade shows, conferences and other industry events.
  • Worked flexibly to meet demands of changing campaigns.

Claims administrator

Fullbrook Associates
Stirling
02.2021 - 06.2022
  • Managed client relations, fostering trust and loyalty to maximise customer satisfaction and facilitate business growth.
  • Maintained accurate legal records and data input, ensuring compliance with regulatory requirements and safeguarding operational integrity.
  • Supported internal teams by providing precise and accessible information, enabling efficient project execution.
  • Delivered actionable results on complex projects within tight deadlines, showcasing exceptional organisational and prioritisation skills.
  • Established strong relationships with clients and creditors, fostering open communication and collaboration to resolve account disputes effectively.
  • Improved the client experience through expert negotiation and conflict resolution techniques, building successful and long-lasting relationships.
  • Optimised customer communication strategies, enhancing relationship management processes to consistently exceed client expectations.

Call Handler

Scottish Friendly
Glasgow
07.2020 - 11.2020
  • Addressed a wide range of customer and financial adviser queries regarding investment and pension offerings at Scottish Friendly, ensuring prompt and accurate resolution while maintaining a high level of customer satisfaction
  • Collaborated closely with senior support managers to ensure the accurate and timely input of essential data into relevant systems, minimizing errors and improving overall data integrity
  • Received commendation for efficient data management
  • Provided empathetic assistance to customers during bereavement situations, processing withdrawals, contributions, and inheritance tax payments with sensitivity and compassion
  • Guided over 150 customers through the bereavement process, receiving positive feedback for compassionate support during challenging times
  • Conducted thorough anti-money laundering (AML) checks, meticulously verifying customer information and transactions to ensure compliance with regulatory standards, resulting in a 100% compliance rate and zero compliance violations
  • Addressed tax queries from customers and provided accurate and reliable information, demonstrating a strong understanding of tax regulations and guidelines
  • Processed claims, handled outbound payments, and performed due diligence and know-your-customer (KYC) checks with precision and attention to detail, ensuring accuracy and compliance throughout the process
  • Prioritised customer satisfaction by delivering prompt and accurate support, utilizing effective communication skills to address queries efficiently while maintaining compliance and efficiency standards
  • Consistently met or exceeded departmental targets for query response time

Contractor

RFS
Glasgow
01.2020 - 03.2020
  • Utilised exceptional research skills to gather and extract valuable data from various banking systems, successfully compiling comprehensive PPI reports for over 8 clients a day, resulting in informed decision-making
  • Conducted thorough verifications of clients using the insolvency register, minimising risks and ensuring compliance, with zero instances of non-compliance reported
  • Prepared and optimised data for seamless integration across departments, streamlining workflows for internal teams
  • Demonstrated exceptional multitasking abilities to handle multiple tasks simultaneously, successfully managing and delivering 2 concurrent projects within tight deadlines
  • Employed meticulous attention to detail to ensure the accuracy and reliability of collected data, resulting in a 87% data accuracy rate
  • Exhibited resourcefulness and adaptability in navigating complex systems and processes, effectively troubleshooting issues and proposing innovative solutions
  • Maintained a high level of professionalism and integrity in all interactions and deliverables, receiving commendations for timely and accurate project submissions

Customer Service Administrator

SS&C Technologies
Stirling
10.2017 - 01.2020
  • Provided exceptional customer service and support, resolving general queries related to Pension and Investment Bonds
  • Achieved a high customer satisfaction
  • Proactively followed up and chased outstanding requirements from financial advisers, reducing turnaround times and ensuring prompt completion of tasks
  • Collaborated effectively with senior support managers, resulting in a improvement in data accuracy and seamless integration into systems
  • Executed certificate issuing processes with precision, accurately processing an average of 50 certificates per week
  • Answered incoming calls from customers and financial advisers, consistently meeting or exceeding the department's average call resolution time of 5 minutes
  • Displayed empathy and professionalism while dealing with bereavement cases, guiding customers through sensitive situations and receiving commendations for compassionate support
  • Processed withdrawals and contributions with meticulous attention to detail, maintaining a 95% accuracy rate in transaction handling
  • Conducted thorough AML (anti-money laundering) checks, ensuring compliance and minimizing potential risks
  • Detected and reported suspicious activity, preventing potential fraudulent transactions
  • Expertly handled complex tax queries, providing accurate information and guidance to customers, resulting in a reduction in escalated tax-related complaints
  • Efficiently processed claims for Unit Trusts and ISAs, reducing processing time by 50% through streamlined workflows and effective communication with internal stakeholders
  • Conducted quality checks on all team processes, resulting in a 5% reduction in errors and enhancing overall service quality
  • Skillfully processed bereavement cases, managing necessary procedures and documentation promptly and sensitively, ensuring a smooth experience for grieving customers
  • Performed due diligence checks to validate customer information, contributing to enhanced security measures and compliance with regulatory requirements
  • Carried out KYC (know-your-customer) processing with meticulous attention to detail, ensuring 100% compliance with regulatory standards
  • Processed inheritance tax payments accurately and efficiently, adhering to relevant guidelines and timelines, resulting in a 95% on-time payment rate

Sales Assistant

JD Sports Fashion Plc
06.2016 - 03.2017
  • Provided exceptional customer service by offering comprehensive product information and assisting customers in making informed purchasing decisions
  • Demonstrated extensive product knowledge and received positive customer feedback for delivering personalized assistance
  • Ensured a visually appealing and well-maintained sales floor by regularly tidying merchandise displays and organizing product placements
  • Received recognition for contributing to a clean and inviting shopping environment that enhanced the customer experience
  • Collaborated and maintained effective communication channels with other stores within the JD Sports network, sharing updates on inventory, promotions, and customer feedback
  • Contributed to a cohesive team environment and facilitated efficient store operations
  • Played a crucial role in the receiving and organization of shop deliveries
  • Conducted accurate verification of received items and efficiently distributed them to respective departments
  • Streamlined the delivery process, reducing waiting time and minimizing disruptions to store operations
  • Demonstrated exceptional organizational skills in managing stock rooms
  • Implemented efficient storage systems, ensuring inventory accuracy and easy accessibility
  • Received commendation for maintaining a well-organized stockroom that improved stock retrieval time and reduced instances of misplaced items

Customer Service

Blair Drummond Safari Park
01.2016 - 01.2017
  • Delivered exceptional face-to-face customer service, creating memorable dining experiences for park visitors
  • Consistently provided friendly and attentive service, earning positive customer feedback and fostering repeat business
  • Handled telephone customer service with professionalism and efficiency, effectively addressing customer inquiries, taking orders, and providing accurate information about menu items and park amenities
  • Demonstrated strong communication skills and the ability to handle a high volume of calls
  • Exhibited exemplary coordination skills during emergency situations, effectively responding to life-saving and first aid needs
  • Maintained composure and acted swiftly to ensure the safety and well-being of customers and staff, receiving recognition for quick and decisive actions
  • Expertly prepped food according to established recipes and guidelines, ensuring exceptional taste, quality, and presentation
  • Strictly adhered to food safety protocols, maintaining a clean and organized workstation that met rigorous hygiene standards
  • Provided prompt and efficient beverage service, catering to diverse preferences and accommodating special requests
  • Demonstrated excellent time management skills and delivered beverages with accuracy and professionalism
  • Maintained a high standard of cleanliness by diligently cleaning surfaces and equipment, strictly following sanitation procedures
  • Ensured a hygienic environment for food preparation and dining, receiving commendation for meticulous cleanliness standards
  • Regularly monitored and maintained food temperature, implementing strict adherence to food safety regulations
  • Utilized temperature monitoring tools to ensure food was served at the correct temperature, upholding safety standards and customer satisfaction

Education

Higher National Diploma - Marketing

City of Glasgow College
Glasgow, Glasgow City
08.2022 - 06.2024

Scottish Qualifications Certificate - English

Wallace high school
Stirling
01.2011 - 06.2016

Skills

  • Project planning and coordination
  • Upselling
  • Marketing
  • Public speaking
  • Writing reports and proposals
  • Communication skills
  • Establishing interpersonal relationships
  • Customer Engagement
  • Analytical and critical thinking

Certification

  • Level 2 Food Hygiene Certificate, 01/01/24, 01/01/25
  • Personal Licence, 01/01/24, 01/01/25
  • ACT security, 01/01/24, 01/01/25

Affiliations

  • music
  • sport

Languages

English
Native

Accomplishments

  • Off to Work Star of the Month Award x2

References

References available upon request.

Timeline

Team leader

Off to work
01.2024 - Current

Brand Ambassador

Elevate Staffing
10.2023 - 01.2025

Higher National Diploma - Marketing

City of Glasgow College
08.2022 - 06.2024

Claims administrator

Fullbrook Associates
02.2021 - 06.2022

Call Handler

Scottish Friendly
07.2020 - 11.2020

Contractor

RFS
01.2020 - 03.2020

Customer Service Administrator

SS&C Technologies
10.2017 - 01.2020

Sales Assistant

JD Sports Fashion Plc
06.2016 - 03.2017

Customer Service

Blair Drummond Safari Park
01.2016 - 01.2017

Scottish Qualifications Certificate - English

Wallace high school
01.2011 - 06.2016

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Flemming M'ratu