Kate Williams
Huyton,Nottinghamshire
Summary
Customer-focused professional with experience in retail and team leadership. Skilled in supporting customers with payment options and financial guidance. Proven ability to handle sensitive situations with empathy and discretion. Strong communication, problem-solving and team collaboration skills. Committed to delivering fair, compliant and customer-centred solutions.
Overview
5
5
years of professional experience
9
9
years of post-secondary education
Work history
Sales team leader
Victoria's Secret
Liverpool, Merseyside
10.2022 - Current
- Led daily store operations, including opening and closing procedures, ensuring security, compliance and operational accuracy.
- Responsible for banking, cash-handling and end-of-day reconciliations, maintaining strict accuracy and accountability.
- Acted as a key holder and senior point of contact, managing escalated customer concerns with empathy, fairness and discretion.
- Coached and supervised team members to deliver transparent communication and high-quality customer service at all times.
- Ensured confidential handling of customer and financial data, in line with company policies and GDPR compliance.
- Balanced commercial targets with customer wellbeing, demonstrating sound judgement and professionalism.
- Monitored and drove performance against key performance indicators (KPIs) such as sales targets and conversion rates.
Seasonal sales assistant
JD Sports
Liverpool, Merseyside
09.2021 - 01.2022
- Delivered high-quality customer service in a fast-paced, target-driven retail environment, supporting customers with purchases and enquiries.
- Assisted customers in understanding promotional offers, ensuring information was clear and transparent.
- Worked to individual and store KPIs, including sales targets and customer service standards whilst maintaining a positive customer experience.
- Supported customers with returns and issue resolution, escalating concerns appropriately.
- Processed cash and card payments accurately, demonstrating attention to detail and financial responsibility.
- Maintained a professional and approachable manner, adapting communication style to suit different customers needs.
Saturday Cashier
Brighthouse
Huyton, Merseyside
08.2020 - 02.2021
- Supported customers in understanding affordable payment and repayment options, explaining hire-purchase agreements in clear, accessible terms.
- Held sensitive conversations around missed or late payments, signposting customers to suitable situations whilst maintaining dignity and trust.
- Assessed customers financial circumstances to help identify manageable payments plans within company policy.
- Processed payments accurately whilst ensuring customers were aware of their rights and responsibilities.
- Demonstrated empathy and professionalism whilst dealing with customers experiencing financial difficulty or vulnerability.
- Maintained strict confidentiality when handling personal and financial information.
Education
Bachelor of Science - Pharmacology
University of Chester
Chester, England 09.2022 - 06.2025
A-Levels - A-Level Biology, A-Level Chemistry, A-Level Psychology.
Carmel College
Merseyside 09.2020 - 07.2022
GCSEs -
Lord Derby Academy
Liverpool 09.2015 - 07.2020
Skills
- Customer communication
- KPI-driven performance
- Team leadership
- Time management
- Conflict resolution
- Compliance-focused working
- Empathetic listening
- Data protection and confidentiality
- Cash handling and banking
- Debt and affordability awareness
- Payment plan support
- Remote learning
- Microsoft teams
Timeline
Sales team leader
Victoria's Secret
10.2022 - Current
Bachelor of Science - Pharmacology
University of Chester
09.2022 - 06.2025
Seasonal sales assistant
JD Sports
09.2021 - 01.2022
A-Levels - A-Level Biology, A-Level Chemistry, A-Level Psychology.
Carmel College
09.2020 - 07.2022
Saturday Cashier
Brighthouse
08.2020 - 02.2021
GCSEs -
Lord Derby Academy
09.2015 - 07.2020