Lois Jade Probert
Manchester,greater manchester
Summary
Accomplished professional with extensive expertise in customer service team management, relationship management, and adherence to high customer service standards. Demonstrates exceptional skills in complaint management, workforce mentoring, and staff education and training to drive performance excellence. Proficient in Customer Relationship Management Software (CRM), Excel, and effective decision-making to optimise operations and enhance customer satisfaction. Adept at competitor awareness, schedule management, and cash handling while maintaining exceptional telephone etiquette. Committed to fostering strong customer relations through product knowledge and assertive leadership.
Overview
14
14
years of professional experience
10
10
years of post-secondary education
Work history
Customer experience manager
William Hill
Manchester, greater manchester
06.2013 - Current
- Ensured efficient cash handling procedures resulting in minimal discrepancies at till points.
- Monitored cash handling procedures for prevention of theft or discrepancies in accounts.
- Maintained high standards of accuracy whilst performing cash handling duties.
- Managed cash handling, ensuring accurate accounting at day's end.
- Provided training to new staff members, fostering a team-oriented environment.
- Assumed responsibility for cash handling and financial transactions.
- Organised stock inventories regularly, ensuring product availability at all times.
- Demonstrated excellent product knowledge to assist customers with purchases.
- Maintained visual merchandising standards to attract potential customers.
- Responded proactively to customer complaints, leading to improved relations and repeat business.
- Executed daily operational tasks, improving overall store efficiency.
- Handled escalated issues from customers promptly, ensured optimal resolution was achieved.
- Maximized sales opportunities by suggesting additional products suitably matched to customer needs.
- Assisted in loss prevention measures, reducing theft incidents significantly.
- Complied diligently with all health and safety regulations-provided safer environment for staff and customers alike.
- Led by example, actively managing store environment, fostering team positivity and driving sales.
- Kept business in compliance with internal controls, industry regulations and health and safety requirements.
- Enhanced team performance for better customer experience through regular training sessions.
- Investigated complex issues comprehensively, resolving them quickly and efficiently.
- Managed difficult situations, ensuring customer retention and loyalty.
- Coordinated timely delivery of products, resulting in increased client satisfaction.
- Coordinated between departments to ensure smooth customer interactions.
- Revamped the complaints process for a more efficient resolution system.
Customer retail assistant
Next Retail
manchester, greater manchester
09.2011 - 06.2013
- Maintained clean and organised store layout for a pleasant shopping experience.
- Processed cash and card payments with accuracy to maintain financial integrity.
- Adhered strictly to company policies whilst handling transactions or addressing customer queries, establishing trust and credibility amongst patrons.
- Provided exceptional after-sales support, promoting brand loyalty.
- Handled returns and exchanges professionally to maintain positive relations with customers.
- completed level 2 diploma in retail skills
- completed level 2 retail knowledge
- completed Intermediate level apprenticeship in retail specialist
- Participated actively in team meetings sharing insights on improving operational efficiency.
- Maintained high standards of cleanliness throughout the store, enhancing overall ambiance and shopping experience.
- Assisted in visual merchandising to create appealing displays that drove sales.
- Managed stock levels efficiently to prevent shortages or overstocking.
- Went above and beyond by helping customers to locate stock, making bespoke orders where possible.
- Completed purchases with cash, credit and debit payment methods, providing customer receipts for reference.
Education
intermediate level apprenticeship in retail - retail
city and guilds
manchester 09.2011 - 01.2013
level 1 key skills in communication - retail
City & Guilds
Manchester 09.2011 - 11.2012
level 2 in retail knowledge - retail
next retail
Manchester 09.2011 - 11.2012
level 2 diploma in retail skills - retail
next retail
Manchester 09.2011 - 11.2012
entry 3 in Employability and Personal development - skills solutions
skills solutions
Manchester 08.2012 - 08.2012
emergency first aid - skills solutions
skills solutions
Manchester 01.2011 - 01.2011
functional skills in mathematics level 1 - skills solutions
city and guilds
Manchester 01.2012 - 01.2012
level 2 certificate in adult literacy - age uk training
city and guilds
Manchester 04.2012 - 04.2012
entry 2 in functional skills in english - skills solutions
city and guilds
Manchester 01.2011 - 01.2011
level 1 in ICT - City and guilds
city and guilds
05.2011 - 05.2011
level 1 in key skills in application of number - Manchester
city and guilds
07.2010 - 07.2010
level1and2 in preparation for working life - high school
Fairfield High School
09.2003 - 07.2008
Fairfield High School
Skills
- Relationship Management
- Schedule management
- Product knowledge
- Customer relations
- Cash handling
- Complaint management
- Competitor awareness
- Staff education and training
- Performance Management
- Workforce mentoring
- Effective decision making
- Shipping, receiving and warehousing
- Skilled trainer
- Adherence to high customer service standard
Affiliations
- cooking
- reading
Timeline
Customer experience manager
William Hill
06.2013 - Current
entry 3 in Employability and Personal development - skills solutions
skills solutions
08.2012 - 08.2012
level 2 certificate in adult literacy - age uk training
city and guilds
04.2012 - 04.2012
functional skills in mathematics level 1 - skills solutions
city and guilds
01.2012 - 01.2012
Customer retail assistant
Next Retail
09.2011 - 06.2013
intermediate level apprenticeship in retail - retail
city and guilds
09.2011 - 01.2013
level 1 key skills in communication - retail
City & Guilds
09.2011 - 11.2012
level 2 in retail knowledge - retail
next retail
09.2011 - 11.2012
level 2 diploma in retail skills - retail
next retail
09.2011 - 11.2012
level 1 in ICT - City and guilds
city and guilds
05.2011 - 05.2011
emergency first aid - skills solutions
skills solutions
01.2011 - 01.2011
entry 2 in functional skills in english - skills solutions
city and guilds
01.2011 - 01.2011
level 1 in key skills in application of number - Manchester
city and guilds
07.2010 - 07.2010
level1and2 in preparation for working life - high school
Fairfield High School
09.2003 - 07.2008
Fairfield High School
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