- Quiet home person, love to read, long walks by the beach and spending time with my family
Jennifer Hannah
Leigh-On-Sea,Essex
Summary
Experienced Customer-facing leader with strengths in complaint resolution, team supervision and CRM management. Coordinates front-of-house, website enquiries and wider store support while using customer feedback to improve service standards and response times.
Overview
19
19
years of professional experience
Work History
Customer Relations Manager
Roomes Furniture & Interiors
Upminster, Essex
12.2014 - Current
- Handled customer complaints professionally and courteously, ensuring resolution and satisfaction.
- Coordinated cross-functional teams to resolve complex customer issues, improving response times.
- Engaged with customers in person and over the phone, ensuring their needs were addressed effectively.
- Oversaw daily operations of Front of House team, enhancing customer experience.
- Managed and maintained CRM systems, enhancing tracking of customer interactions and sales activity.
- Analysed customer feedback data to pinpoint service-delivery trends and improvement areas.
- Handled website enquiries efficiently, ensuring timely communication with customers.
- Supported various departments in-store and warehouse, ensuring smooth workflow.
Bar Manager
The Sun Public House
Romford, Essex
03.2012 - 12.2014
- Managed bar operations, overseeing stock levels, ordering supplies, and maintaining inventory accuracy.
- Optimised stock levels for expected demand and minimised losses with proper rotation procedures.
- Monitored alcohol consumption and kept operation in line with legal service requirements.
- Led a team of bartenders and support staff, fostering a collaborative work environment.
- Directed staff in daily work assignments to help each achieve goals and uphold restaurant reputation.
- Trained newly hired employees on service techniques, company procedures and safety processes.
- Maintained high standards of cleanliness and hygiene within the bar area, adhering to health and safety regulations.
- Resolved customer complaints promptly, ensuring satisfaction and loyalty.
- Fostered relationships with regular customers, building a loyal community around the bar.
- Balanced cash registers, reconciled transactions and deposited establishment's earnings.
- Conducted regular staff meetings to discuss performance, objectives, and areas for improvement.
Business and IT Support Manager
NHS Foundation Trust
Hornchurch , Essex
09.2007 - 03.2011
- Developed and implemented support protocols to improve response times and customer service quality.
- Managed escalated customer issues, providing solutions that increased customer retention rates.
- Collaborated with product development teams to provide customer insights, influencing future product enhancements.
- Prepared detailed reports on support activities, highlighting successes and areas for strategic investment.
- Monitored computer system performance and intervened in identified problems.
- Educated service users on new software updates and system capabilities.
Education
Diploma of Higher Education - ILEX Legal Secretary
Ardleight Green College
Essex01-2003
GCSEs -
Brittons Secondary School
Rainham 01-2001
Skills
- CRM administration
- CRM systems
- Customer feedback analysis
- Website enquiry handling
- Client relationship management
- Support processes
- Cross functional coordination
- Complaint resolution
- Conflict resolution
- Customer Service
- Customer relations
- Customer relationship building
- Team leadership
- Team collaboration
- Problem solving strength
Interests
Timeline
Customer Relations Manager
Roomes Furniture & Interiors
12.2014 - Current
Bar Manager
The Sun Public House
03.2012 - 12.2014
Business and IT Support Manager
NHS Foundation Trust
09.2007 - 03.2011
Diploma of Higher Education - ILEX Legal Secretary
Ardleight Green College
GCSEs -
Brittons Secondary School