Helena Johnson

My role at Connells is hugely different to my previous job roles which has enabled me to expand on knowledge I did not have the opportunity to develop previously. This has been a welcome change as I now feel confident in my computer literacy and solving complex issues with accounts alone and as part of a team.

• Handled queries coming into the department via phone and email from landlords tenants and branches in a timely and professional manner.
• Load/check property, landlord and tenants details into client accounts computer system and ensure all charges for fees, rent are correctly raised.
• Ensure all funds received are identified and allocated correctly.
• Make necessary amendments to accounts for both landlords and tenants ensuring funds and invoices are raised correctly on the system.
• Met departmental training requirements to consistently improve standard of work.
• Work with my team to ensure all queries, requests and calls are answered in a professional manner in line with the timescale given.
• Generated account statements outlining payments and balances.
• Maintained a high level of accuracy in quarterly audits consistently scoring 95% and over.

Whilst I worked for this company, I was able to develop additional skills, which in time came with additional responsibilities. Within a year I was promoted to a more senior role at my workplace. Additional responsibilities included a supervisory and mentoring role for junior staff. this included training new staff members on till operations, advising on appropriate handling of customer sales and refunds and always ensuring a high standard of customer service.

I was given the responsibility of being a key holder -opening and closing the shop, cashing up tills, taking in deliveries and working through problems. I assisted in the resolution of customer complaints, utilising interpersonal skills and conflict resolution techniques.

• Maintained a clean and orderly checkout area, contributing to a pleasant store environment.
• Demonstrated excellent problem-solving skills when dealing with complex customer issues.
• Organised stock inventories regularly, ensuring product availability at all times.
• Oversaw business staffing and training, building successful, customer-focused team.
• Acted as point of contact and motivation for employees.
• Contributed to loss prevention efforts, implementing security protocols and measures.
• Led by example, actively managing store environment, fostering team positivity and driving sales.
• Boosted sales through effective upselling and cross-selling techniques.

I joined this position to undertake an apprenticeship but unfortunately this was unable to go ahead due to the pandemic. During my short time there, my main duties included maintaining high standards of customer service by greeting and serving customers in a timely and friendly manner.

• Demonstrated excellent multitasking abilities for timely delivery of orders.
• Managed table settings for enhanced dining experience.
• Checked customer IDs to confirm age before selling age-restricted products.
• Increased order value by upselling sides, drinks and desserts.
• Prepared beverages, ensuring consistent quality.
• Rotated stock regularly, reducing waste from expired products.
• Utilised professional communication skills to resolve customer complaints.
• Provided friendly, courteous service, maximising positive customer satisfaction ratings.

I commenced work at Center Parcs Woburn Forest after completion of my NPLQ qualification aged 16. This job attracted me as I have always had a strong interest in swimming and was a part of the local swimming club competing at local and county level. I started part time whilst at college and then decided to go full time. Throughout my time working for this company learned and developed many useful skills such as working in big teams and the general public. Working In a fast paced customer orientated environment with a strong emphasis on safety. I completed first aid training and CPR training every month. These skills have enabled me to be outgoing and confident in the work environment developing strong communication skills and conflict resolution.

• Prepared detailed reports on incidents, aiding in future prevention measures.
• Worked closely with management to develop emergency response plans.
• Undertook regular professional development training to stay updated on lifesaving techniques.
• Maintained order in swimming areas with effective rule enforcement.