Immaculata Mutale-Brown
Banbridge,Down
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
19
19
years of professional experience
Work History
Till team leader
Lidl
Banbridge, Armagh City Banbridge and Craigavon
06.2021 - Current
- Train new hires in use of POS systems, increasing efficiency and reducing errors.
- 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.
- 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.
- 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, 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.
- 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.
- Followed up customer calls with further information or instructions when necessary.
- Forwarded promotional information and products to customers by courier, mail or fax.
- Guided callers through troubleshooting, navigating company site and using products or services.
- Strived to meet and exceed KPIs while maintaining excellent customer care. Identified and pursued opportunities to upsell company products and services.
- Reviewed customer accounts and updated information about billing, shipping and warranties.
Children`s Clothing Department Manager
Houstons
Banbridge, Armagh City Banbridge and Craigavon
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.
Receptionist (Summer Work)
Dromantine conference centre
Newry, Down
06.2006 - 06.2008
- Enhanced customer satisfaction by efficiently managing all front desk enquiries.
- Completed data entry tasks whilst adhering to strict deadlines.
- Directed visitors and clients to appropriate staff, ensuring efficient service delivery.
- Managed phone calls, resulting in effective communication flow within the company.
- Assisted with administrative tasks, improving overall functionality of the office.
- Greeted incoming customers in a professional manner and provided friendly, knowledgeable assistance.
- Managed appointment bookings efficiently using digital scheduling systems, optimising use of time and resources.
Education
Bachelor of Science - International Hospitality and Tourism Management
University of Ulster
Belfast /2007 - /2010
Foundation Degree in Science - Hospitality & Tourism Management
Southern Regional College
Down /2005 - /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 - /2022
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
References
Philip Houston
Director
07899911363
Garrett Fegan
Quality Manager
Vodafone Ireland
07596915794
Gary Love
District Manager Lidl
07864805598
Timeline
Till team leader
Lidl
06.2021 - Current
Business Customer Advisor
Vodafone Business
11.2018 - 07.2021
Children`s Clothing Department Manager
Houstons
06.2012 - 11.2018
Receptionist (Summer Work)
Dromantine conference centre
06.2006 - 06.2008
Bachelor of Science - International Hospitality and Tourism Management
University of Ulster
/2007 - /2010
Foundation Degree in Science - Hospitality & Tourism Management
Southern Regional College
/2005 - /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 - /2022
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