Heidi Hooban
Manchester,England
Summary
Dynamic professional with expertise in retail sales optimisation and salon equipment maintenance, demonstrating exceptional customer service excellence and leadership development. Adept at problem-solving with a keen attention to detail, leveraging written and verbal communication skills alongside computer proficiency to drive business development. Skilled in conflict resolution strategies, social media marketing, and promotional planning, with a strong foundation in bookkeeping practices. Committed to advancing career goals through innovative business strategies and continuous professional growth.
Overview
24
24
years of professional experience
1992
1992
years of post-secondary education
Work history
Salon Owner
Unique Creations Hair & Beauty Lounge
Manchester
03.2017 - 08.2025
- Managed day-to-day operations of the salon including opening and closing procedures, staff behaviour and customer intake procedures.
- Managed inventory salon products by maintaining records of stock quantities on hand.
- Scheduled staff to ensure adequate daily coverage based on customer demands.
- Established word-of-mouth marketing campaign, discounting customer treatments following a referral and increasing client base by 45%.
- Conducted bookkeeping and financial reporting duties including sales, inventory and customer reports.
- Resolved customer complaints and provided solutions to staff disputes.
- Insuring correct use of hair products in salon.
Customer Service Advisor
Avis Car Hire
Manchester
02.2015 - 03.2017
- Ensured ethical behaviour and full compliance with company policies and UK regulations.
- Assisted clients understand their personal claim coverage and limitations, applying expert product knowledge and skills.
- Managed and maintained daily updates of the CIS, improving customer relationships by organising and automating communications and activities.
- Used standard procedure to complete the order process from receipt of customer orders through to dispatch and then invoicing.
- Resolved routine and complex client service issues in a thorough and expeditious manner, utilising sound judgment with an emphasis on courtesy.
- Coordinated activities with local and international Customer Service divisions, interacting with external departments on common issues, with practical solutions.
- Contributed to the development of client service systems, policies and procedures.
- Gathered and interpreted customer feedback for continuous improvement of customer experience.
Direct Sales Agent
Virgin Media
Manchester
05.2011 - 02.2015
- Followed up on leads and referrals resulting from field activity, while maintaining and expanding the database of contacts within the targeted organisations.
- Demonstrated comprehensive product knowledge to close 30 plus deals within 28 days by tailoring offerings to customer needs.
- Partnered with sales managers and channel changers to determine a strategic sales approach.
- Established customer relationships by quickly responding to requests and resolving issues effectively.
- Maintained solid relationships with customers through emails, phone calls and client service strategies.
- Negotiated on the product specifics such as specifications, costs and deliveries with managers and customers.
- Consistently exceeded monthly targets by 100%.
- Represented and endorsed the company during events, exhibitions and demonstrations.
- Presented products professionally and favourably, and highlighted best features.
Customer Sales Executive
BSKYB
Manchester
05.2007 - 04.2011
- Generated new business utilising existing customer networks and following up potential leads.
- Responsible for maintaining client relationships, ensuring usage and renewal of products and upselling where possible.
- Utilised industry events as networking opportunities to attract clients and determine the specific needs of their business.
- Performed outbound B2B cold calling to facilitate portfolio growth and lead generation.
- Reported and tracked sales account targets making recommendations to improve sales performance and identify growth opportunities.
- Managed all staffing requirements, including recruiting potential staff and arranging training and development.
- Demonstrated a sales-focused approach to customer service, continually achieving goals and expanding customer base.
- Increased overall productivity by working to understand the personal goals of team members, raising job satisfaction scores.
- Devised processes to boost long-term business goals and increase profits.
Field Sales Executive
Virgin Media
Manchester
11.2005 - 06.2007
- Established customer relationships by quickly responding to requests and resolving issues effectively.
- Followed up on leads and referrals resulting from field activity, while maintaining and expanding the database of contacts within the targeted organisations.
- Negotiated on the product specifics such as specifications, costs and deliveries with managers and customers.
- Represented and endorsed the company during events, exhibitions and demonstrations.
- Presented products professionally and favourably, and highlighted best features.
- Maintained solid relationships with customers through emails, phone calls and client service strategies.
Passenger Service Supervisor
Monarch Airways
Manchester
05.2001 - 10.2005
- Provided first class customer service to over 1000 customers daily, assisting with tickets and passenger services.
- Coordinated comprehensive security screenings of passengers, including passport and visa verification, operating the metal detecting machines and wands.
- Carried out baggage check-in for customers ensuring bags weighed under the legal limit and were correctly tagged for safe travel.
- Assisted customers check in for flights and issued tickets and boarding passes.
- Recorded all interactions and remedial actions taken throughout day to effectively track and evaluate services.
- Kept track of updates and current events on various travel locations, informing clients of possible calamities or issues.
- Responded to phone and email enquiries about travels quickly and accurately.
- Dealt with complaints and refunds and found effective solutions for customers.
- Advised clients on travel arrangements, visas and passports.
Education
GCSES - MATHEMATICS, ENGLISH, SCIENCE, HISTORY, P.E
Brookway High School
Skills
- Retail sales optimization
- Salon equipment maintenance
- Customer service excellence
- Leadership development
- Problem solving skills
- Attention to detail
- Written and verbal communication
- Computer proficiency
- Conflict resolution strategies
- Social media marketing
- Bookkeeping practices
- Promotional planning strategies
- Business development
Personal Information
- Age: 49
- Hobbies: Exploring History, Walking, Gym, Socialising, Meeting new people
- Title: Salon Manager
Timeline
Salon Owner
Unique Creations Hair & Beauty Lounge
03.2017 - 08.2025
Customer Service Advisor
Avis Car Hire
02.2015 - 03.2017
Direct Sales Agent
Virgin Media
05.2011 - 02.2015
Customer Sales Executive
BSKYB
05.2007 - 04.2011
Field Sales Executive
Virgin Media
11.2005 - 06.2007
Passenger Service Supervisor
Monarch Airways
05.2001 - 10.2005
GCSES - MATHEMATICS, ENGLISH, SCIENCE, HISTORY, P.E
Brookway High School
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