Immaculata Mutale-Brown
Banbridgw
Summary
Dynamic and charismatic professional committed to outstanding customer service. Highly proficient in handling money and operating POS systems. Strong communication and organisation abilities. Seeking role of increased responsibility where strength in service and sales will be valuable there by enhancing professional and personal growth.
Overview
13
13
years of professional experience
Work History
Cashier
Lidl
Banbridge
06.2021 - Current
- face-to-face customer-based dealing with the front line of the business.
- Maintaining a positive and empathetic attitude towards customers at all times.
- Maintaining high productivity by efficiently processing cash, credit and debit payments.
- Clean, tidy and organise checkout areas.
- Work overtime shifts to maintain optimal workflow during busy periods or times of unexpectedly high volume.
- Maintain neat and clean shop floor and storage areas. Train new team members in cash register operation, stock procedures and customer service.
- Help customers with specific item requests by answering questions and offering knowledgeable product advice.
- Assess customer needs through clear communication, anticipating and responding appropriately to queries.
- Promote sale prices and promotions and redeemed coupons to offer competitive prices and boost customer loyalty.
- Complete opening and closing procedures, verifying proper cash-on-hand amounts and allocating resources.
- Assess customer IDs when selling age-restricted goods. Process refunds and exchanges.
- Coordinate assistance for customer's special requests and service needs. Increased loyalty scheme sign-ups by proactively discussing programmes during transactions.
- Stay up-to-date on product range to provide helpful advice to customers.
Business Customer Advisor
Vodafone Business
Newry, Newry Mourne and Down
11.2018 - 07.2021
- Planning and organising workload to ensure certain aims and objectives were met on a daily basis.
- Providing products and services to small business clients over the telephone and in writing.
- Handled financial queries and quickly resolved customer issues by telephone and email. communicated and gave feedback either written or verbally in a clear and concise logical format.
- Recorded details from customer communications on CRM. Maintained detailed product knowledge to competently and expertly advise customers.
- Applied correct hold and transfer procedures, consistently keeping call times within timeframe target.
- Dealt with complex customer complaints professionally and politely, resolving issues with favourable solutions.
- Increased customer satisfaction by offering friendly, helpful and informative customer service.
- Made high volume of sales calls per day exceeding company outbound call targets.
- Followed up customer calls with further information or instructions when necessary.
- Forwarded promotional information and products to customers by courier, mail or fax.
- Followed customer service script for uniformity in handling customer issues.
- Guided callers through troubleshooting, navigating company site and using products or services.
- Strived to meet and exceed call centre targets while maintaining excellent customer care.
- Documented and alerted management teams of trends in customer calls.
- Collaborated with other call centre professionals to improve customer service.
- Support with outbound calls to customers about specific sales and marketing promotional campaigns.
- Identified and pursued opportunities to upsell company products and services.
- Recorded details of callers complaints and inquiries and outlined actions taken.
- Reviewed customer accounts and updated information about billing, shipping and warranties.
Children`s Clothing Department Manager
Houstons
Banbridge, Down
06.2012 - 11.2018
- Championed adherence to operational best practices and company policies.
- Planned revenue generation strategies designed for growth.
- Rotated merchandise and displays to feature new products and promotions.
- Delivered high visual standards of garment presentation and stock levels for appealing customer displays.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Organised department tasks for increased productivity. i.e ordered and priced children`s various branded clothing.. Informed various customers about discounts and loyalty promotions.
- Managed inventory levels to prevent stock shortages. Marked off Stock invoices and copy orders.
- Organised financial and operational data to help with yearly budgeting and planning..
- Worked actively with management team to create daily and weekly sales plans based on weekly sales trends.
- Evaluated sales trends and identified growth areas to increase profits.
- Offered friendly, efficient customer service and handled challenging situations with ease.
- Handled financial transactions.
- Led by example delivering first-class customer care during till, fitting room and sales floor service.
Education
Bachelor of Business Administration - International Hotel and Tourism Management
University of Ulster
Belfast /2003 - /2026
Foundation Degree in Science - Hospitality & Tourism Managemen
Southern Regional College
Armagh /2007 - /2007
GCSEs - English
Fatima Girls High School
Zambia /1998 - /2002
GCSEs - Maths
Fatima Girls High School
Zambia /1998 - /2002
GCSEs - History
Fatima Girls High School
Zambia /1998 - /2002
GCSEs - Biology
Fatima Girls High School
Zambia /1998 - /2002
GCSEs - R.E
Fatima Girls High School
Zambia /1998 - /2002
GCSEs - Commerce
Fatima Girls High School
Zambia /1998 - /2002
Skills
- Communication skills - I am a confident and articulate speaker who listens and responds to feedback clearly and concisely; Whilst working for Lidl and Vodafone Ireland I communicate with staff and customers in a friendly and polite manner both verbally, in writing or on the telephone
- Customer relations - skills I am enthusiastic and have a cheery disposition, whilst working at Lidl and Vodafone Ireland I have and continue to help many customers with their various needs I am friendly, patient and take time to listen to customers, identifying their needs and recommending suitable products and services Also while I was on an industrial placement at the Burrendale hotel in Newcastle, I was awarded employee of the month This inspired my thesis on customer service and concluded with strategic recommendations some of which had been implemented
- Organisation skills -In Vodafone Ireland I planned and managed my own workload, juggling work with part time studies and family life I schedule and complete tasks in order of priority I am able to cope with a variety of workload under intense pressure
- Numeracy skills - In Lidl I'm constantly handling cash, making sure my float is right and giving the correct change during transactions and ensuring end of day money tally ups
- Computer Skills - Knowledge of Microsoft Word, PowerPoint, Word XL, Microsoft Office, and sending emails
- Problem-solving - resolving customer issues and giving refunds where needed
- Interpersonal skills - I am friendly and take time to listen to colleagues and clients, I can work well individually or as part of a team by motivating others I am able to communicate verbally or in writing via email, telephone and ensure tasks are completed in a timely manner thereby meeting the organisation's objectives
Timeline
Cashier
Lidl
06.2021 - Current
Business Customer Advisor
Vodafone Business
11.2018 - 07.2021
Children`s Clothing Department Manager
Houstons
06.2012 - 11.2018
Bachelor of Business Administration - International Hotel and Tourism Management
University of Ulster
/2003 - /2026
Foundation Degree in Science - Hospitality & Tourism Managemen
Southern Regional College
/2007 - /2007
GCSEs - English
Fatima Girls High School
/1998 - /2002
GCSEs - Maths
Fatima Girls High School
/1998 - /2002
GCSEs - History
Fatima Girls High School
/1998 - /2002
GCSEs - Biology
Fatima Girls High School
/1998 - /2002
GCSEs - R.E
Fatima Girls High School
/1998 - /2002
GCSEs - Commerce
Fatima Girls High School
/1998 - /2002
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