Matilda Bird
Worksop,United Kingdom
Summary
Results-driven Retail Professional experienced in customer service, retail operations, and visual merchandising. Delivered outstanding customer experiences through effective communication and collaboration, while enhancing team performance and productivity. Drove success in dynamic retail environments by employing strong organisational skills, in-depth product knowledge, and impactful visual display design.
Overview
5
5
years of post-secondary education
4
4
years of professional experience
Work history
Team Member/Key Holder
Merkur Slots
Worksop, Nottinghamshire
09.2025 - Current
- Conflict Resolution & Role Modelling: Proactively managed high-pressure situations and de-escalated customer conflicts, ensuring a positive experience for customers even during peak trading.
- Driving Commercial Engagement: Organised and executed in-store promotions and events, strategically managing footfall flow to maximise customer engagement.
- Conducted regular store walks to verify operational efficiency and uphold presentation standards, reinforcing visual merchandising and stock availability.
- Documented site performance and incidents, ensuring compliance with company protocols and facilitating management with audit reporting.
- Performed regular maintenance tasks to ensure workplace cleanliness and safety.
- Upheld company policies strictly, fostering a compliant work environment.
Sales Assistant
Currys
Worksop
03.2025 - 07.2025
- Provided expert consultation on a diverse range of electronics and home appliances, guiding customers through technical specifications and demonstrating complex features to align purchases with individual needs.
- Educated customers on warranty options, aftercare services, and product care, proactively addressing potential questions to ensure a seamless post-purchase experience.
- Processed varied transaction types, including cash, credit, loyalty programmes, and consumer finance applications, ensuring compliance with company financial policies.
- Managed online order collections and dispatched click-and collect orders, ensuring prompt and accurate fulfilment to enhance customer convenience.
- Maintained sales floor readiness and security, ensuring accurate display of high-value electronics and adherence to loss prevention procedures.
Casual Sales Assistant
Sports Direct
Worksop/Sheffield
08.2023 - 03.2025
- Increased Sales: Exceeded sales targets through strategic upselling and cross-selling techniques, identifying customer needs and suggesting complementary items.
- Customer Experience: Provided exceptional customer service by proactively engaging with shoppers, offering personalised product recommendations, and effectively resolving customer inquiries.
- Enhanced customer engagement and product knowledge through in-depth understanding of Pokémon TCG.: Extensive knowledge of Pokémon TCG, including card sets, gameplay, and market trends.
- Sales & Marketing: Ability to drive sales through engaging content and promotional activities. Understanding of e-commerce and marketing principles.
- Engaged viewers during live presentations with dynamic on-camera presence and effective communication skills.: Excellent communication and presentation skills with a clear, energetic, and engaging on-camera presence.
- Community Engagement: Strong interpersonal skills with the ability to interact with viewers, answer questions, and build an online community.
- Collaborated with colleagues to align content with business goals and resonate with target audiences.: Experience working collaboratively with teams to align content with business objectives.
- Prioritised tasks efficiently to maintain presentation quality and enhance audience engagement.: Excellent time management skills to ensure consistent quality in presentations and a seamless experience.
- Technical Skills: Familiarity with live streaming software and hardware, including cameras, microphones, and streaming platforms. Ability to troubleshoot technical issues.
Retail Assistant
GAME
Worksop
06.2024 - 01.2025
- Enhanced customer experience: Provided exceptional customer service by guiding customers in selecting video games and effectively upselling to achieve sales targets, utilising in-depth knowledge of gaming products for tailored recommendations.
- Improved customer satisfaction: Managed and resolved customer complaints efficiently, ensuring customer loyalty and escalating issues to management to uphold service standards.
- Enhanced Customer Engagement: Assisted in organizing and maintaining in-store events and product launches, enhancing customer engagement and boosting sales.
- Developed Product Knowledge: Maintained up-to-date knowledge of the latest gaming releases, industry trends, and competitor offerings.
- Efficient inventory management: Managed inventory by receiving deliveries, organising stock, and conducting regular price checks to ensure accuracy and compliance with company standards.
Restaurant Customer Consultant
Dobbies Restaurant
Lichfield
09.2022 - 06.2023
- Enhanced customer service by providing welcoming assistance, proactively addressing needs, resolving issues efficiently, and fostering strong rapport with regular patrons.
- Waitressing and Table Service: Managed all waitressing duties, including accurate order taking, timely food/beverage service, and maintaining table cleanliness/presentation.
- Proficient Barista: Proficiently managed a coffee bar independently (6-9 hour shifts), preparing a variety of high quality coffee beverages, including espresso, lattes, etc.
- Managed Shift Operations: Competently executed opening and closing shifts, ensuring restaurant setup and performing essential daily maintenance tasks.
- Supported Kitchen Operations: Supported kitchen operations by efficiently dishwashing, conducting accurate stock takes, and preparing food items for afternoon tea service.
- Organised and executed special events (e.g., "Breakfast with Santa") to enhance guest experience, including performing as event mascot.
Education
Bachelor of Arts - Specialist Hair and Media Makeup
University City Birmingham
Birmingham 09.2019 - 05.2022
Art & Design (Diploma) - Costume & Fine Art
Birmingham Metropolitan College
Sutton Coldfield, Birmingham 09.2017 - 06.2019
GCSE -
King Edwards VI School
LichfieldNVQ Level 2 - Principles of Team Leading
NCFE
03.2026 - 05.2026
NVQ Level 2 - Principles of Customer Service
NCFE
08.2025 - 10.2025
NVQ Level 2 - Lean Organisation Management Techniques
NCFE
08.2025 - 09.2025
Skills
- Customer service excellence
- Sales Strategy
- Product knowledge
- Visual merchandising design
- Technical proficiency
- Project management
- Attention to deadlines
- Communication & Collaboration: Excellent communication and interpersonal skills, with proven ability to work effectively as part of a team
- Diplomacy expertise
Affiliations
- Dungeons and Dragons
- Painting
- Warhammer
Timeline
NVQ Level 2 - Principles of Team Leading
NCFE
03.2026 - 05.2026
Team Member/Key Holder
Merkur Slots
09.2025 - Current
NVQ Level 2 - Principles of Customer Service
NCFE
08.2025 - 10.2025
NVQ Level 2 - Lean Organisation Management Techniques
NCFE
08.2025 - 09.2025
Sales Assistant
Currys
03.2025 - 07.2025
Retail Assistant
GAME
06.2024 - 01.2025
Casual Sales Assistant
Sports Direct
08.2023 - 03.2025
Restaurant Customer Consultant
Dobbies Restaurant
09.2022 - 06.2023
Bachelor of Arts - Specialist Hair and Media Makeup
University City Birmingham
09.2019 - 05.2022
Art & Design (Diploma) - Costume & Fine Art
Birmingham Metropolitan College
09.2017 - 06.2019
GCSE -
King Edwards VI School