Lucille Doan
Springfield,Wigan
Summary
Driven professional with focus on customer service management and team leadership. Possesses strong problem-solving abilities and excellent communication skills to enhance customer satisfaction and streamlining service processes. Skilled in conflict resolution, staff training, and fostering positive work environment to drive team performance and operational improvements for business success.
Overview
10
10
years of professional experience
9
9
years of post-secondary education
Work history
Customer Service Manager
ARNE
2025.05 - Current
- Managed challenging situations to ensure customer satisfaction.
- Ensured business objectives met through strategic planning and improved operational efficiency by identifying areas of improvement.
- Collaborated cross-functionally for seamless service delivery and streamlined processes for improved team efficiency.
- Cultivated a productive work culture by encouraging teamwork, including implementing training programmes, enhancing team capabilities.
Senior Customer Service Advisor
ARNE
2025.01 - 2025.05
- Fostered positive relationships with customers by providing personalised assistance.
- Served as point of contact during peak hours, ensured smooth operations during busy periods.
- Enhanced customer loyalty by resolving complaints efficiently and effectively.
- Demonstrated excellent product knowledge whilst assisting customers on various platforms such as social media and email support channels.
Senior Warehouse Operative
ARNE
2023.12 - 2025.01
- Supported team leads in managing returns and outbound departments to streamline processes and improve service delivery, including delegating the workload and assessed backlog throughout shift to maintain operational efficiency and meet targets.
- Resolved escalated customer issues relating to returns through collaboration with customer service team to ensure swift resolutions.
- Adhered to health and safety regulations to maintain a safe working environment.
Full Time Warehouse Operative
ARNE
2022.12 - 2023.12
- Executed picking and packing operations to meet tight deadlines.
- Facilitated returns and exchanges process, ensuring customer satisfaction and streamlined operations.
- Conducted accurate stock taking to ensure inventory integrity and facilitate efficient operations.
Full Time Warehouse Operative
Lidl
2022.03 - 2022.08
- Utilise organisational skills to meticulously select and package items, ensuring accuracy and safety during transportation.
- Operated forklift to ensure efficient movement of materials within warehouse environment.
Full Time Warehouse Operative (Temporary)
Amazon
2021.09 - 2022.02
- Managed handling and processing of goods in warehouse operations.
- PIT and PUP forklift driving (unloading pallets off lorries and picking from heights in racking)
Part Time Front of House
The Black Swan
2018.03 - 2019.09
- Exhibited excellent customer service through effective communication and strong interpersonal skills.
- Delivered exceptional customer experiences through attentive food service and skilled bartending to foster loyalty.
Part Time Sales Assistant
Sincerely Yours
2016.05 - 2018.09
- Assisted with accurate financial handling through cashing up and recording transactions.
- Managed opening and closing procedures for the shop, ensuring seamless operations.
- Conduct accurate stocktaking to ensure inventory integrity and minimise discrepancies.
Education
Psychology BSc (Hons) -
Liverpool John Moores University
2018.09 - 2021.06
A Level - Psychology (B), Biology (C), Mathematics (D)
Winstanley College
2015.09 - 2017.07
GCSE - Drama (A), Mathematics (A), Biology (A), French (A), History (A), Physics (B), Chemistry (B), English Language (B), English Literature (B), Media Studies (B), Information & Communication Technology (B), Physical Education (C)
Culcheth High School
2010.09 - 2015.07
Skills
- KPIs setting and tracking
- Multi-Channel communication
- E-Commerce platforms proficiency
- Returns handling
- Conflict mediation
- Implementing feedback
- Performance, monitoring and reporting
Timeline
Customer Service Manager
ARNE
2025.05 - Current
Senior Customer Service Advisor
ARNE
2025.01 - 2025.05
Senior Warehouse Operative
ARNE
2023.12 - 2025.01
Full Time Warehouse Operative
ARNE
2022.12 - 2023.12
Full Time Warehouse Operative
Lidl
2022.03 - 2022.08
Full Time Warehouse Operative (Temporary)
Amazon
2021.09 - 2022.02
Psychology BSc (Hons) -
Liverpool John Moores University
2018.09 - 2021.06
Part Time Front of House
The Black Swan
2018.03 - 2019.09
Part Time Sales Assistant
Sincerely Yours
2016.05 - 2018.09
A Level - Psychology (B), Biology (C), Mathematics (D)
Winstanley College
2015.09 - 2017.07
GCSE - Drama (A), Mathematics (A), Biology (A), French (A), History (A), Physics (B), Chemistry (B), English Language (B), English Literature (B), Media Studies (B), Information & Communication Technology (B), Physical Education (C)
Culcheth High School
2010.09 - 2015.07