Freya Duff

• Sustained top performance by providing outstanding customer service, achieving consistent 5* CSAT ratings and over 98% in QC week on week.
• Member of Voice of Customer/Escalation Management team, collaborating with stakeholders and Senior Leadership for faster resolution.
• Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
• Delivered weekly quality assurance reviews across 40+ customer cases.
• Improved customer satisfaction through tailored training to improve individual stats and CSAT scores.
• Composed number of proactive communications to streamline service and improve resolution and response times.
• Solely managed returns and refunds process and financial disputes, including maintaining operational trackers for each.
• Protected brand trust while maintaining commercial viability across customer interactions.
• Ran customer follow-ups to uphold service standards and support Trustpilot reviews.
• Trained new hires to strengthen team's capability and day-to-day performance.
• Solely covered Concierge Manager duties during any manager absences with daily reporting to Senior Leadership Team.
• Participated actively in team or company-wide meetings, suggesting process enhancements and contributing to positive culture.
• Ran social events with engaging content while staying within set budget.

A highlight of my time at GetHarley was being chosen by Senior Leadership/CEO to represent the organisation at skincare brand Mesoestetic's HQ in Barcelona in March 2025. Selected out of over 100 colleagues in recognition of consistent outstanding performance.

• Consistently exceeded performance targets through excellent customer service and quality standards.
• Achieved 5* CSAT scores regularly.
• Led communication template development and process improvements to improve response times and enhance customer experience.
• Increased operational efficiency by identifying areas of improvement and implementing strategic processes.
• Regularly collaborated with internal and external stakeholders, utilising strong communication skills and maintaining excellent tone of voice.

• Handled phone, email and social media enquiries with consistent excellent customer service across multiple channels, continually achieving positive customer feedback.
• Resolved complex issues with active listening and empathetic communication strategies.
• Maintained composure during high volume periods to provide effective service.
• Utilised proactive thinking, problem solving, communication and customer service skills in order to give outstanding customer service.
• Demonstrated strong writing and grammar skills.
• Recognised specific customer needs and tailored service provided to offer best outcomes.

• Delivered excellent customer service at checkout in fast-paced environment.
• Ability to tailor service offered to suit individual needs.
• Handling cash, including assisting Management in cashing up at end of day.
• Implementing sales techniques.
• Building brand awareness and customer loyalty by offering Nike+ membership scheme to customers at checkout.
• Having excellent time management, handling customer queries and interactions efficiently while providing outstanding service.

A highlight at Nike includes being selected by Management to work at Women's 2019 Netball World Cup Nike pop-up shop in Liverpool. Selected due to my consistent excellent work, efficiency in cashiering, and personable nature.

• Enhanced time management and organisational skills.
• Cleaned over 22 guest rooms and bathrooms daily to excellent standard.
• Worked collaboratively and communicating clearly to colleagues to ensure tasks were efficiently completed to highest standard.
• Worked towards and meeting strict deadlines.
• High levels of attention to detail.
• Cleaned bar and restaurant area to excellent standard.
• Maintained stock for room service goods – food, water, biscuits, etc.
• Undertook health and safety training.