Summary
Overview
Work History
Skills
Accomplishments
Timeline
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INE NATASHA TOTLAND

Sales Advisor
Plymouth

Summary

I’m an outgoing, responsible, enthusiastic, and hardworking individual, who always strives to achieve the highest standard possible.


I possess excellent communication skills with the ability and experience to relate to a wide range of people. I can work very well under pressure and I have the sales experience to handle customer complaints and solving problematic situations.


During my time at EE I have gained a lot of knowledge and experience in the telecommunications industry and I’m very confident this knowledge will give me an advantage with learning the skill set needed to succeed with yourselves.



Overview

17
17
years of professional experience
4
4
Languages

Work History

Duty Operational Co-ordinator

BT Group (EE Ltd)
Plymouth, DEV
06.2022 - Current
  • In June 2022 I was approached by one of our Operational Managers, within the BT Group, offering me an opportunity to cover our duty operational co-coordinators when they are off (Annual leave or sickness)
  • This interesting role involves overseeing the operational side of things such as:
  • Real time adherence and conformance – ensuring all advisors across the region adhere to their schedules, organizing any supplier visits across the Region (Wales & South) by linking in with on site security (for site access), any equipment that may be needed and that all TLs and teams are aware of the visits so that they can prepare briefs for their teams
  • The main focus for this role is to keep an eye on Shrinkage, that we as a business are not losing money so all advisors are logged in when they are meant to be logged in and if there is a lot of availability I would link in with Real Time and look at sending advisors home by offering them on the day annual leave.
  • Improved operations through consistent hard work and dedication.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Used coordination and planning skills to achieve results according to schedule.
  • Set and adjusted to schedules to maintain optimal coverage and service levels.
  • Worked with management to develop strategic and tactical plans to meet different requirements.
  • Produced and updated reports and tracking spreadsheets using Microsoft Excel.
  • Managed overtime, shift swaps, breaks and PTO requests.

Sales Advisor

BT Group (EE Ltd)
Plymouth, DEV
03.2017 - Current
  • There are several KPIs to work towards and I always achieve good results.
  • Memorized scripts to achieve easy conversational flow in interactions with potential customers.
  • Developed and maintained working knowledge of products and services to deliver timely, accurate information.
  • Communicated with customers regarding marketing campaigns and promotions, answering questions and addressing concerns.
  • Demonstrated features, answered questions and offered solutions.
  • Listened to customer details and offered matching solutions to meet wide range of requirements.
  • Maintained current knowledge of applicable sales and product changes in order to provide best possible service for all customer needs.
  • Trained and coached new representatives regarding daily duties through shadowing, reverse shadowing and role-playing.
  • Worked with multiple means of communication within fast-paced environment.

CSR – Technical Support

BT Group (EE Ltd)
Plymouth, DEV
09.2016 - 03.2017
  • My main duties included taking inbound calls helping customers with connectivity issues, getting them back online
  • Adhering to company policies and a range of KPI’s I also successfully achieved bonus every quarter of the highest tier
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Managed high levels of call flow and responded to broadband technical support needs.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.

Team Leader & Deputy Manager

TK Maxx & HomeSense, TJX
Lincoln, LIN
06.2013 - 09.2016
  • Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
  • Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
  • Assisted with new hire processing and existing training programs.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Implemented new working processes to deliver multiple improvements.
  • Working closely with our Loss Prevention team to monitor and reduce shrink.
  • Promoted to Deputy Manager January 2016 after the Area Manager got in touch expressing their interest in me where additional duties include:
  • Brand new store layout planning.
  • Interviewed, performed background checks, hired and trained 35 of associates in 2014.
  • Conducted 2 audits annually to keep store presentable and functional.
  • Coordinated unloading merchandise from delivery truck.
  • Supervised and motivated 35 staff employees, including 2 Team Leaders.
  • Assisted senior manager with payroll, scheduling and cash deposits and receipts.
  • Supported general manager in loss prevention efforts.
  • Introduced new methods, practices and systems to reduce turnaround time.

Warehouse Assistant Manager

John Greed Jewellery
Lincoln, LIN
01.2011 - 01.2013


  • Receiving deliveries and dispatching of sales orders using SAGE 200
  • Promoted safety policies and practices among personnel, enforcing appropriate handling and use of equipment and products.
  • Tracked production and quality control systems to proactively identify deficiencies.
  • Managed day-to-day operations of warehouse, parcel shipments, returns and transfers.
  • Improved delivery plans with strong scheduling knowledge, organizational skills and route development expertise.
  • Maintained established levels of goods based on sales forecasts and demand to fulfill orders on time.
  • Onboarded, trained and supervised 9 person warehouse staff with strong record of meeting schedule and performance goals.
  • Created and enforced detailed organization processes to increase quality and service standards.

Stock and Customer Services Manager

John Greed Jewellery
Lincoln, LIN
01.2009 - 01.2011
  • As above, Warehouse Assistant Manager) including the following additional responsibilities:
  • Manage all customer queries via phone, facebook and email.
  • Manage customer returns.
  • Attending and participating weekly Operations meetings.
  • Producing weekly reports on sales and performance statistics.

Customer Services Assistant

John Greed Jewellery
Lincoln, LIN
01.2006 - 01.2009
  • Manually uploading products to the website.
  • Dealing with email and telephone enquiries.
  • Researching and ordering new product lines.
  • Building and maintaining relationships with new and existing suppliers.
  • Cash handling.

Skills

    Statistical and operational analysis

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Accomplishments

  • Norwegian equivalent GCSE A – C
  • Maths C
  • English A
  • Biology C
  • Geography B
  • Norwegian B-
  • SAGE 200 – Basic Stock Control Training
  • Effective Fire Fighting
  • Management Training
  • Manual Handling
  • Managing Shrink
  • Risk Management

Timeline

Duty Operational Co-ordinator

BT Group (EE Ltd)
06.2022 - Current

Sales Advisor

BT Group (EE Ltd)
03.2017 - Current

CSR – Technical Support

BT Group (EE Ltd)
09.2016 - 03.2017

Team Leader & Deputy Manager

TK Maxx & HomeSense, TJX
06.2013 - 09.2016

Warehouse Assistant Manager

John Greed Jewellery
01.2011 - 01.2013

Stock and Customer Services Manager

John Greed Jewellery
01.2009 - 01.2011

Customer Services Assistant

John Greed Jewellery
01.2006 - 01.2009

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INE NATASHA TOTLANDSales Advisor