Jennifer Edwards
Clifton,Central Bedfordshire
Summary
Empathetic mentor with experience engaging individuals to achieve their goals. Builds rapport quickly to establish trusting relationships. Skilled in delivering constructive feedback and adapting to various learning styles, ensuring inclusive communication and emotionally intelligent interactions throughout. Committed to fostering growth through one-on-one coaching, with a focus on career advancement in environments that value diversity and personal development.
Overview
18
18
years of professional experience
6
6
years of post-secondary education
Work history
Head of Community
Wolf & Badger
London, City of London
2023.03 - Current
- Implemented a culture of continuous improvement within the team, leading to increased efficiency and effectiveness.
- Facilitated workshops on empathy-building amongst employees which positively influenced how they dealt with complex or sensitive situations involving customers.
- Oversaw a team of 25 at peak capacity, establishing conflict resolution processes to cultivate positive team dynamics.
- Facilitated bi-yearly department workshops concentrating on recognising individual key strengths, personality types, and the value of diversity.
- Developed an effective training programme for new hires to understand product knowledge & company ethos so they could answer queries promptly, which resulted in reduced waiting times and satisfaction scores of 96%.
- Brainstormed ideas with other departments and key stakeholders to maximise project potential.
- Implemented strategies for maintaining positive relationships with customers, enhancing brand loyalty.
Senior Customer Care Manager
Wolf & Badger
London, City of London
2020.02 - 2023.03
- Showcased leadership capabilities by engaging in open dialogues, defining clear expectations and conveying business journey
- Fostered a positive work environment through staff motivation initiatives, contributing to high employee morale.
- Supported staff growth by recognising and guiding individuals on core strengths and matching them with suitable opportunities in business.
- Enhanced operating procedures for smoother workflow, by reviewing current processes & making improvements.
- Maintained positive relationships through effective communication with my peers, direct reports & senior management.
- Raised company reputation with high-quality customer care.
- Managed challenging situations to ensure customer satisfaction.
Recruitment Consultant
Office Angels
London, City of London
2019.08 - 2020.07
- Provided constructive feedback to unsuccessful candidates post interviews, aiding their future job search efforts.
- Offered guidance around interview preparation techniques to registered candidates, enhancing their chances of success.
- Managed relationships with hiring managers to understand their recruitment needs and timelines.
- Assessed employee capabilities and development areas to maximise individual potential.
- Built positive relationships with recruiters to source external job candidates.
Customer Service Team Leader
Charles Tyrwhitt
Milton Keynes, Central Bedfordshire
2015.09 - 2019.02
- Developed a supportive work environment through mentoring sessions, leading to increased employee retention rates.
- Demonstrated superior conflict-resolution skills in managing difficult customers situations, maintaining professional composure at all times.
- Utilised CRM systems effectively to manage customer queries efficiently and accurately.
- Developed standard operating procedures to streamline workflow in the department.
- Promoted a positive work culture through staff motivation activities.
Move Manager for the Foreign & Commonwealth Office
Crown Relocations
Ruislip, Hillingdon
2007.11 - 2015.08
- Coordinated multiple simultaneous relocations without compromising on quality or timelines.
- Communicated effectively with all stakeholders for successful relocation projects.
- Managed logistics, resulting in seamless transitions between locations.
- Developed contingency plans for potential problems during the move process; mitigated risk effectively.
- Reduced stress for clients by coordinating seamless relocation processes.
Education
A-Levels - Photography & Business Studies
Oaklands College
St Albans, Hertfordshire 2006.01 - 2007.01
GCSEs - English, Maths, Science, Geography, Sport
The Royal Masonic School
Rickmansworth, Hertfordshire 2000.09 - 2006.02
Skills
- One-to-One Empowerment Coaching
- Constructive feedback delivery using the AID & SBI models
- Experience creating content applying the 4 types of learning styles
- Inclusive language communication
- Techniques for stress management
- Emotionally intelligent communication
Affiliations
- A keen outdoor enthusiast, I spend most of my time researching new areas to explore with my 30kg golden doodle, husband & 2 children!
- Previously an avid horse rider spending most of my time out in the fields, in the tack room & have even tried my hand at horse ball!
- I love to travel! I have family based in France & Malaysia which make fantastic hubs for us to visit. The rest of my time I spend planning trips to new countries to make more memories.
Accomplishments
- Leading Change
- Resilience Leadership Training
- Impact - Striving for Excellence - Performance Management
- Measuring Success
- Coaching for Development
- Powerful Presentations
References
References available upon request.
Timeline
Head of Community
Wolf & Badger
2023.03 - Current
Senior Customer Care Manager
Wolf & Badger
2020.02 - 2023.03
Recruitment Consultant
Office Angels
2019.08 - 2020.07
Customer Service Team Leader
Charles Tyrwhitt
2015.09 - 2019.02
Move Manager for the Foreign & Commonwealth Office
Crown Relocations
2007.11 - 2015.08
A-Levels - Photography & Business Studies
Oaklands College
2006.01 - 2007.01
GCSEs - English, Maths, Science, Geography, Sport
The Royal Masonic School
2000.09 - 2006.02