Marlana Phillips
London,United Kingdom
Summary
Dynamic and results-driven professional with a strong foundation in active listening, effective communication, and computer proficiency. Demonstrates exceptional interpersonal relations and team collaboration skills, complemented by robust time management and leadership abilities. Adept at problem-solving with a focus on leveraging transferable skills to drive organisational success. Committed to continuous professional development and aspiring to contribute effectively in a challenging roles that fosters growth and innovation.
Overview
25
25
years of professional experience
7
7
years of post-secondary education
Work history
Voluntary Experience Housing Navigator
Islington Council
London
01.2025 - 06.2025
- Conducted street counts to assess needs of homeless individuals and verify chain registration.
- Shadowed home visits for residents in temporary and permanent accommodation, facilitating engagement in keywork sessions.
- Assisted clients at drop-in centres and solidarity hub, connecting them with local resources like mobile dentist and GP services.
- Provided guidance on housing applications, addressing benefits, tenancy issues, and utility concerns.
Entrepreneur
Ebay
London
05.2016 - 07.2023
- Designed creative campaigns to raise awareness and increase sales.
- Managed accounts and invoices, keeping finances up-to-date and accurate.
- Managed website optimisation to improve the user journey.
- Improved search engine optimisation to increase the quantity and quality of website traffic.
- Market research to gain knowledge on popular products.
- Negotiated with wholesalers on product prices.
- Took photographs and wrote detailed descriptions of items for sale.
- Packed boxed and shipped items in a timely manner.
- Addressed questions, returns and complaints efficiently.
- Received Top seller status.
- Weekly stock checks and accounts.
Sales Assistant
Argos
London
06.2016 - 12.2016
- Upsold additional accessories and add-on items to increase average transaction values.
- Advised customers of Christmas return and exchange policies, offering gift receipts for gift items.
- Maintained good product knowledge to provide well-informed, helpful advice to customers.
- Tended to the cash register, recording transactions and taking payments for items using EPOS systems.
- Packed bags for checkout staff during busy periods, helping customers to their cars for enhanced service.
- Operated register to process payments via cash and cards and credit accounts.
- Temp staff
Sales Assistant
Sainsburys
London
09.2015 - 02.2016
- Worked to provide customers with a friendly and efficient checkout service.
- Processed all types of payments i.e.: cash, debit transactions, vouchers, gift card, etc.
- Opened new merchandise boxes and stocked sales floor racks and shelves with the latest items.
- Processed cash and card payments during busy shopping periods to minimize customer waiting times.
- Correctly operated the cash register and followed all cash handling procedures.
- Remained up to date with store campaign sales, new product offers, gift cards, etc.
- Addressed and resolved complex customer complaints in a calm, efficient, and friendly manner.
- Liaised with customers to determine needs, provide recommendations, and upsell services.
- Reported to the store manager and maintained an organised and accurate work log.
Assistant Manager/Travel Advisor
Amir Travel
London
01.2007 - 08.2015
- Helped less experienced staff manage daily assignments.
- Trained and helped less experienced staff manage workloads and assignments, facilitating fulfillment of organizational objectives.
- Helped senior management plan and carry out daily operations and meet key objectives.
- Supervised and delegated tasks to employees to meet key productivity targets.
- Maintained a positive, professional working environment to optimize staff and customer satisfaction.
- Asked open-ended questions to best understand client needs and determine the best travel offerings.
- Explained the benefits of purchasing travel insurance with clients and ensuring that they thoroughly understood the information.
- Researched and created memorable and exquisite travel itineraries for high-level clients, celebrities, politicians, and business executives.
- Explained security issues and protocols with individuals traveling to highly insecure areas in the Middle East and Africa.
- Booked last-minute travel accommodation for a party of 60 guests for a wedding.
- Took payments via credit and debit cards and handled all sensitive information with professionalism and discretion.
- Organized all holiday matters from beginning to end, including booking tickets and accommodation, and securing rental transportation.
- Planned and coordinated all travel for clients based on budgets, departure times, and travel needs.
Travel Advisor
Wild About Travel
London
07.2003 - 02.2005
- Kept customers updated on travel changes, including flight cancellations, pricing changes, and other important updates.
- Provided relevant information to clients, such as maps, brochures, and local customs, delivering according to requirements and itineraries planned.
- Stayed updated on the latest travel industry trends to update package and holiday prices to align with demands.
- Combined and sold various services, including transportation, hotels, excursions, and car rental.
- Attended travel seminars, conferences, and networking events to stay updated with tourism trends.
- Advised on important travel information, such as passports and visas, tailoring according to destination of interest.
- Collected customer payments both in-person and virtually through Galileo, sending reminders when necessary.
- Advised and recommended appropriate holidays, travel packages, and deals to clients based on vision and budget.
Client Liaison Officer
TV Travel Shop
Orpington
05.2002 - 06.2003
- Set up new client accounts and updated Salesforce files with precision.
- Participated in ongoing training to broaden knowledge, acquire more skills and improve performance.
- Determined and pinpointed opportunities for reducing complaints by sorting, categorising, and prioritising concerns for timely handling.
- Provided fair, accurate, and timely results to meet the organisation's regulatory obligations and deliver exceptional customer experiences.
- Managed all client inquiries through a resolution to enhance customer satisfaction ratings.
- Delivered exceptional customer service to grow business, resolve issues and maximise customer experience.
Claims Handler
Churchill Insurance
Bromley, United Kingdom
10.2001 - 04.2002
- Offered first-hand support to claimants that had been involved in a motor accident.
- Collected evidence through investigations, verified documentation from claim submissions, and opened new cases in company systems to initiate claim processing activities.
- Received training in claim handling, fraud detection, and settlement, amplifying the department's skills.
Trainee Travel Advisor
Going Places
London
09.2000 - 09.2001
- Whilst attending training once a week while completing my modern apprenticeship module.
- Sold package and tailormade holidays.
- Sold travel insurance and other ancillaries.
- Contributed to the shop's targets.
- Took cash installment payments and full payments for holidays.
- Booked group excursions.
Education
Bachelor of Science - Sociology
London Metropolitan University
London 10.2020 - 08.2023
NVQ Level 3 - Business
City of Islington College
London 09.2014 - 06.2015
NVQ Level 2 - Business
City of Islington College
London 09.2013 - 06.2014
NVQ Level 1 - Business
City of Islington College
London 09.2013 - 06.2014
GCSEs - Maths
City of Islington College
London 09.2012 - 06.2013
GCSEs - English
City of Islington College
London 09.2012 - 06.2013
Skills
Active listening Effective communication
Computer proficiency
Interpersonal relations
Team collaboration
Time management
Leadership and management
Problem-solving abilities
Transferable skills
References
References available upon request.
Timeline
Voluntary Experience Housing Navigator
Islington Council
01.2025 - 06.2025
Bachelor of Science - Sociology
London Metropolitan University
10.2020 - 08.2023
Sales Assistant
Argos
06.2016 - 12.2016
Entrepreneur
Ebay
05.2016 - 07.2023
Sales Assistant
Sainsburys
09.2015 - 02.2016
NVQ Level 3 - Business
City of Islington College
09.2014 - 06.2015
NVQ Level 2 - Business
City of Islington College
09.2013 - 06.2014
NVQ Level 1 - Business
City of Islington College
09.2013 - 06.2014
GCSEs - Maths
City of Islington College
09.2012 - 06.2013
GCSEs - English
City of Islington College
09.2012 - 06.2013
Assistant Manager/Travel Advisor
Amir Travel
01.2007 - 08.2015
Travel Advisor
Wild About Travel
07.2003 - 02.2005
Client Liaison Officer
TV Travel Shop
05.2002 - 06.2003
Claims Handler
Churchill Insurance
10.2001 - 04.2002
Trainee Travel Advisor
Going Places
09.2000 - 09.2001
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