Kirsten Powell
Brandon,Suffolk
Summary
I have a background in customer-facing and sales roles across insurance, hospitality, youth programmes and my own business. I’m experienced in generating and converting leads, handling high volumes of phone calls, adapting my communication style to different personalities and managing pipelines through CRM systems. I’m now keen to bring those skills into a Sales Development role at Luminance, where I can confidently engage senior stakeholders and book high-value meetings.
Overview
14
14
years of professional experience
Work history
Owner
Virgo Cosmetics
Newmarket, Suffolk
01.2022 - Current
- Delivered consistently high levels of customer service, reflected in my 5★ Google Reviews record, by tailoring communication styles to a wide range of client personalities and needs.
- Managed all client correspondence, bookings, and follow-ups using online CRM systems, ensuring seamless scheduling, and repeat business. Used Scale My Salon CRM to nurture leads into bookings: tracked and advanced opportunities through pipeline stages, used both automations and personalised client correspondence via SMS/email, and maintained high conversion rates from initial enquiry to confirmed appointment.
- Generated new business through outbound marketing campaigns — including Mailchimp email campaigns, social media ads, direct messages, and phone/email follow-ups — consistently converting enquiries into confirmed appointments at a high rate.
- Balanced multiple business-critical functions alongside fulfilling my day to day client bookings: sales, marketing, bookkeeping, regulation compliance, stock management, operational contracts and insurance — demonstrating strong multitasking and organisational skills.
- Maintained regulatory compliance (insurance, clinical waste disposal, hygiene standards) and invested in continuous professional training, evidencing resilience, adaptability, and a growth mindset.
Duty manager
Abbeycroft Leisure
Brandon, Suffolk
08.2021 - 03.2023
- Looked after day-to-day operations and made sure customers had a great experience, whether face-to-face or over the phone.
- Dealt with enquiries, complaints and escalations, often turning tricky situations into positive outcomes.
- Supported sales by recommending offers and upselling services, which boosted revenue. Completing retention calls to people who had tried to cancel their memberships and overcoming their objections.
- Trained and supported team members so everyone was clear on their responsibilities and able to deliver good service.
- Juggled admin alongside customer service — scheduling, stock, compliance checks and reporting — while keeping the team running smoothly.
- Learned to adapt my communication style depending on who I was speaking to, from customers to senior managers.
Assisstant Manager
G&J Leisure
Norwich, Norfolk
04.2016 - 08.2021
- Managed bookings across two busy venues (cocktail bar/restaurant & nightclub), handling enquiries that came in by phone, direct messages and in person. Made sure reservations ran smoothly without clashes and kept communication clear with customers.
- Dealt daily with difficult customers and complaints, often in high-pressure situations, and turned negative experiences into positive outcomes whenever possible.
- Took part in hiring and managing a team of 30+ staff, including leading training sessions on customer service and service standards.
- Organised staff rotas and coordinated shifts to make sure both venues were fully covered.
- Supported overall sales by upselling packages, promoting special events and encouraging group bookings.
- Worked closely with senior managers and owners, gaining experience in running operations across multiple venues.
NCS Programme Lead
West Suffolk College
Bury St Edmunds, Suffolk
03.2019 - 09.2020
- Recruited young people onto the NCS programme, running outreach events, capturing leads, and using Salesforce CRM to track, chase and convert interest into confirmed participants.
- Designed and delivered multi-channel campaigns — including email marketing, text automations and phone follow-ups — to drive engagement and meet recruitment targets.
- Negotiated with the NCS Trust to align programmes with national standards while taking ownership of curriculum design, timetables, venue bookings, equipment sourcing and funding bids.
- Oversaw all safeguarding and compliance requirements, ensuring policies and action plans were in place and followed.
- Led residential trips of up to 120 young participants as the most senior staff member on site, responsible for safety, wellbeing and smooth operations for large groups of young people. Managed incidents ranging from safeguarding disclosures to medical emergencies with calm decision-making under pressure.
- Recruited, trained and managed staff teams, providing guidance on policies, safeguarding, and delivery standards.
Insurance Sales Clerk
Adrian Flux
Kings Lynn, Norfolk
09.2016 - 12.2017
- Handled inbound and outbound sales calls, following scripts but adapting communication style to influence go-aheads, build rapport, and close policies.
- Consistently hit targets for quotes, conversions, upselling add-ons and promoting extra benefits.
- Used a CRM system to manage leads captured through online comparison sites, ensuring timely follow-up and maximising conversions.
- Took part in outreach events at car and bike shows, running stands to capture leads, approach prospects, and generate interest to be followed up back in the office.
- Developed resilience and confidence on the phones by handling objections and persisting to secure positive outcomes.
Barista
Center Parcs
Elveden, Suffolk
03.2015 - 08.2016
Hospitality Worker
NZ Ski
Queenstown
05.2014 - 08.2014
Bartender
Queen's Ferry
Auckland
01.2014 - 04.2014
Waitress
Elveden Courtyard
Elveden, Suffolk
09.2011 - 12.2013
Education
A-Levels - Media Studies
Downham Market Sixth Form
Downham Market, Norfolk 09/2011 - 05/2013
A-Levels - English Literature
Downham Market Sixth Form
Downham Market, Norfolk 09/2011 - 05/2013
A-Levels - Theatre Studies
Downham Market Sixth Form
Downham Market 09/2011 - 05/2013
GCSEs - Maths
Methwold High School
Methwold, Norfolk 09/2006 - 05/2011
GCSEs - English Literature
Methwold High School
Methwold, Norfolk 09/2006 - 05/2011
GCSEs - English Language
Methwold High School
Methwold 09/2006 - 05/2011
GCSEs - Double Science
Methwold High School
Methwold, Norfolk 09/2006 - 09/2011
GCSEs - Music
Methwold High School
Methwold 09/2006 - 09/2011
GCSEs - Religious Studies
Methwold High School
Methwold, Norfolk 09/2006 - 05/2011
GCSEs - Theatre Studies
Methwold High School
Methwold, Norfolk 09/2006 - 05/2011
GCSEs - P.E
Methwold High School
Methwold, Norfolk 09/2006 - 05/2011
Skills
- Confident Phone Communication – Extensive experience in telesales and client-facing roles, skilled at building rapport quickly, adapting tone and language to different personalities, and influencing decision-makers to agree to next steps
- Objection Handling & Persuasion – Proven ability to manage difficult conversations, whether calming dissatisfied customers, handling safeguarding issues, or overcoming sales objections on the phone, turning challenging situations into positive outcomes
- Lead Generation & Conversion – Hands-on experience capturing and qualifying leads at events, through online enquiries, and via outbound calls Skilled at nurturing prospects through CRMs (Salesforce, Scale My Salon, other systems) and converting them into paying customers or programme participants
- Target Driven – Consistently worked to KPIs including call times, conversion rates, repeat bookings and revenue goals; comfortable operating in quota-driven environments and motivated by hitting measurable results
- CRM & Sales Tools – Practical experience with Salesforce CRM, Mailchimp email campaigns, SMS/text automations and booking/CRM platforms to manage pipelines, track progress and automate follow-ups
- Stakeholder Engagement – Experienced at dealing with senior managers, corporate partners, and regulatory bodies (eg NCS Trust), ensuring smooth operations, compliance and strong professional relationships
- Organisation & Multitasking – Successfully balanced front-line sales/communication with wider responsibilities such as staff management, compliance, training, and operational planning across multiple venues and teams
- Resilience Under Pressure – Used to high-pressure environments where quick thinking and clear communication are vital — from resolving live safeguarding issues to managing complaints or objections in real time
Affiliations
- Cycling
- Reading
Accomplishments
Rising Star Award - Abbeycroft Leisure 2018
Timeline
Owner
Virgo Cosmetics
01.2022 - Current
Duty manager
Abbeycroft Leisure
08.2021 - 03.2023
NCS Programme Lead
West Suffolk College
03.2019 - 09.2020
Insurance Sales Clerk
Adrian Flux
09.2016 - 12.2017
Assisstant Manager
G&J Leisure
04.2016 - 08.2021
Barista
Center Parcs
03.2015 - 08.2016
Hospitality Worker
NZ Ski
05.2014 - 08.2014
Bartender
Queen's Ferry
01.2014 - 04.2014
Waitress
Elveden Courtyard
09.2011 - 12.2013
A-Levels - Media Studies
Downham Market Sixth Form
09/2011 - 05/2013
A-Levels - English Literature
Downham Market Sixth Form
09/2011 - 05/2013
A-Levels - Theatre Studies
Downham Market Sixth Form
09/2011 - 05/2013
GCSEs - Maths
Methwold High School
09/2006 - 05/2011
GCSEs - English Literature
Methwold High School
09/2006 - 05/2011
GCSEs - English Language
Methwold High School
09/2006 - 05/2011
GCSEs - Double Science
Methwold High School
09/2006 - 09/2011
GCSEs - Music
Methwold High School
09/2006 - 09/2011
GCSEs - Religious Studies
Methwold High School
09/2006 - 05/2011
GCSEs - Theatre Studies
Methwold High School
09/2006 - 05/2011
GCSEs - P.E
Methwold High School
09/2006 - 05/2011
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