Holly Willmott
Gravesend,Kent
Summary
Motivated professional with over 10 years in customer service, including management within hospitality. Manages daily operations, ensuring efficiency and compliance while leading high-performing teams to exceed performance targets. Resolves escalated customer complaints through practical solutions, enhancing satisfaction and team cohesion.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Assistant Manager
The Goose
Gravesend, Kent
07.2020 - Current
- Lead and motivate teams to exceed KPIs and enhance customer satisfaction
- Managed daily operations, including opening/closing, cashing up, payroll and rotas, ensuring smooth functioning of the business
- Experienced in handling HR and disciplinary matters fairly and professionally, ensuring team cohesion and policy compliance.
- Monitored staff performance and developed improvement plans.
- Trained new employees on company policies, customer service excellence, and sales techniques.
- Resolved escalated customer complaints by offering practical solutions and maintaining professionalism.
- Supervise stock orders and inventory using Trade Simple.
- Hold a personal license and ensure food hygiene and safety across kitchen operations.
- Maintain social media presence and promoted events to drive customer engagement.
Fraud & Disputes Agent / Customer Service Advisor
Vanquis Bank
Chatham
05.2018 - 11.2019
- Investigated and processed claims related to disputes or fraud.
- Managed diverse customer queries related to payments and account support, ensuring timely resolutions.
- Supported vulnerable customers by effectively resolving complaints, enhancing their overall experience.
- Mentored team members by providing floor assistance and training, fostering a collaborative work environment.
Customer Sales Advisor
Daily Telegraph (via Huntress Employment Agency)
Chatham
11.2017 - 05.2018
- Provided high-volume telephone support for subscription and billing inquiries, ensuring customer satisfaction and timely resolutions.
- Handled applications, cancellations, and payment queries with precision, contributing to seamless customer experiences.
Bar Staff
The Goose
Gravesend
06.2016 - 11.2017
- Processed transactions and prepared beverages, ensuring a clean and welcoming environment.
- Delivered positive guest experiences while managing high-volume service periods.
- Kept bar stocked and organised for easy access and quick service to customers.
- Served customers with a friendly demeanour, promptly taking orders and delivering beverages.
- Cleaned bar of discarded items and wiped up spills without delay to maintain professional appearance.
Crew Member
McDonald’s
Greenhithe
11.2014 - 06.2016
- Supported kitchen and front-of-house operations, contributing to seamless service and team collaboration.
- Maintained hygiene standards while providing prompt, friendly customer service, enhancing customer satisfaction.
- Delivered fast, accurate service for positive customer experience.
- Collaborated with team members to ensure smooth service during peak times, demonstrating strong teamwork skills.
- Handled customer complaints with empathy and professionalism, working to resolve issues quickly.
Education
Diploma of Higher Education - Music Performance, Health & Social Care
North Kent College
Dartford01-2016
GCSEs - English, Maths, Science, Business, Sociology, Dance, Salon Services
Thamesview School
Gravesend01-2014
Skills
- Team Leadership
- Staff Development
- Customer Service
- Complaint Resolution
- Administrative Support
- Office Support
- Cash Handling
- Stock Management
- Event Planning
- Microsoft Office
- CRM Tools
- Social Media Management
Languages
English
Proficient
C2
Certification
- Personal Licence
Hobbies and interests
- Singing
- Reading
- Arts and Crafts
- DIY
Interests
- Singing
- Reading
- Arts and Crafts
- DIY
Timeline
Assistant Manager
The Goose
07.2020 - Current
Fraud & Disputes Agent / Customer Service Advisor
Vanquis Bank
05.2018 - 11.2019
Customer Sales Advisor
Daily Telegraph (via Huntress Employment Agency)
11.2017 - 05.2018
Bar Staff
The Goose
06.2016 - 11.2017
Crew Member
McDonald’s
11.2014 - 06.2016
Diploma of Higher Education - Music Performance, Health & Social Care
North Kent College
GCSEs - English, Maths, Science, Business, Sociology, Dance, Salon Services
Thamesview School