Kelly Carolan

As a Retail Duty Supervisor at Scotmid Co-op, I oversee daily store operations, managing a team to ensure high standards of customer service, adherence to compliance regulations, and achievement of KPIs. My responsibilities include managing orders and deliveries, working with stock, key holding, and delegating tasks to ensure efficient store functioning. Additionally, I assist in the Post Office as a Customer Assistant, providing support with various postal services and maintaining a high level of customer satisfaction.

This role included assisting the store manager in the day to day operations of the store. It was imperative to be self sufficient as I was lone working and a keyholder. This would include merchandising, cash handling, proficient record keeping and delegating tasks to my team whilst assisting customers and thoroughly sorting donations.

As a customer service advisor my tasks would include assisting customers and complaint handling on social media, email and the Pagazzi website. It also included a plethora of admin tasks such as sorting invoices, organizing/processing returns, placing sales as well as documenting orders on third party hosts - using Excel and various softwares daily.

As a call center agent in the telecommunications market I was in charge of dealing with customer enquiries, assisting with technical problems and new sales. Meeting personal/team qualitative/ quantitative targets and achieving KPI's and following CRM system protocol. Seizing all new opportunities and upselling when possible. As well as going the extra mile for the customer, clarifying needs and wants and extensive complaint handling. This role involved resilience, managing my time effectively and multitasking.

My daily tasks would include opening and closing the store, maintaining the operation gold standards and cash handling. Using my own initiative was crucial as I would be often working alone and had to deal with compliance directly. Resilience in this particular role was also key. Problem solving, time keeping and customer service are strong skills of mine and I utilized them in this role massively.

As a dispensing assistant my role consisted of greeting then carrying out preliminary tests for customers, sales and dealing directly with compliance. I was heavily invested in this role and completed a BTEC in opthalmic dispensing to further my knowledge in the product base. This role allowed me to gather extensive customer service experience especially in dealing with compliance, problem solving and finding resolutions for customers is something I pride myself on. Administration and use of office was part of my daily tasks as well as telecommunications and using booking systems