Matilda Painter
Wallingford
Summary
A proactive, ambitious individual, passionate about exceptional customer service delivery in the luxury lifestyle industry, whilst maintaining a keen interest in consciously minded/sustainable delivery, developed through my degree in physical geography. Friendly, outgoing and hard-working and love meeting new people and cherish new challenges and experiences in a fast paced environment.
I have enjoyed developing my knowledge and skills so far which are forging my career in the luxury service/brand industry. With good organisational sills, working as part of a team but also leading and inspiring to problem solve and achieve the highest quality interaction and service for clients.
Determined and resourceful, I enjoy multi-tasking and am eager to go the extra mile to drive growth, deliver high standards stand out at what I do.
Overview
5
5
years of professional experience
Work history
Client Experience Manager
Oxford Ski Company
08.2023 - Current
- Working within the experience team to deliver additional bespoke services to clients, providing them with memorable experiences
- Collaborated closely with sales department to identify, support and maximise expansion opportunities, advising clients of products and services and sold additional offerings to increase sales numbers
- Researching and sourcing suppliers to provide exceptional and cost effective options
- Built positive customer rapport through friendly, professional communication and improved customer satisfaction ratings through responsive query resolution
- Documented customer contacts and communication in 'Snowforce' for use in further interactions
- Supported continuous improvement initiatives, collecting customer feedback and producing reports to inform future business processes
- Employed active listening and communication skills to handle escalated and complex calls, achieving 100% positive outcome
- Updating the website and materials including the partners and sustainability page and new brands/suppliers to support our offering
Front of house and bar
Beetle and Wedge Moulsford
06.2021 - 09.2021
- Working as a team at a high end restaurant serving gourmet food and delivering exceptional service
- Welcomed guests with warmth and professionalism to establish positive first impressions.
- Extensive training in service, hospitality and front of house
- Good understanding of the menu, where food is sourced and accompanying wines
- Working across departments and with suppliers to ensure high level of customer satisfaction
- Managed staff rota to ensure correct level of resource
Chalet Chef and Host
Flexiski
St Anton
01.2020 - 03.2020
- Managing a chalet for 8 guests as a chef with assistance from a chalet host
- Welcoming and hosting the guests, responding to changing requests to ensure they enjoyed a relaxing experience
- Liaison across teams in resort and with suppliers to ensure a seamless delivery of service
- Budgeting and ordering across multiple suppliers, considered seasonal product pricing and availability when developing new dishes.
Chalet Host
Lapland
10.2019 - 12.2019
- Responsibility for a Chalet for a family/group up to 6 guests
- Hosting the guests, answering any queries, booking and coordinating multiple experiences
- General management of the chalet to include catering, tidying and cleaning
- Received and processed stock using inventory management system
- Offered friendly, efficient customer service and handled challenging situations with ease
Partner - produce, cafe and partners restuarant
Waitrose and Partners
07.2019 - 10.2019
- Developed good knowledge of the produce available to inform and advise customers
- Working in the café, responsible for setting up at the start of shift and serving customers
- Managed catering in partners restaurant, solely planning and preparing the breakfast and lunches and managing team to deliver, for up to 40 members of staff
- Attended training days to upskill in specific deliver i.e. barista and food safety/hygiene
Education
Geography (BSC) - Physical Geography
University of Liverpool
2020 - 2023
A-levels -
Tudor Hall School
2017 - 2019
GCSEs -
Tudor Hall School
2015 - 2017
Skills
- Relationship building, able to establish and maintain robust relationships with clients and team members
- Customer engagement, working with (high net worth) busy individuals to provide memorable experiences in a stress free environment
- Teamwork, experience working alongside different teams to deliver the optimum outcome
- Leadership, guiding cross functions and teams and mentoring new team members
- Outstanding communication and interpersonal skills, able to convey information in a concise and clear way to extended team
- Good analytical skills, reviewing performance and activities to ensure maximum ROI within budget
- Versatile writing skills, able to construct emails, letters, presentations with the audience in mind
- W
Affiliations
- Skiing
- Tennis
- Theatre
- Cooking
Volunteering/work experience
Volunteering - Ebenezer Matriculation Higher Secondary School, Chennai, India - working with children to teach English
Accomplishments
Assertiveness training course
Wellbeing training course
Food Hygiene - level 2
LAMDA - grade 6
Achieved highest grade in university module - coding of weather patterns
References
References available upon request.
Timeline
Client Experience Manager
Oxford Ski Company
08.2023 - Current
Front of house and bar
Beetle and Wedge Moulsford
06.2021 - 09.2021
Chalet Chef and Host
Flexiski
01.2020 - 03.2020
Chalet Host
Lapland
10.2019 - 12.2019
Partner - produce, cafe and partners restuarant
Waitrose and Partners
07.2019 - 10.2019
Geography (BSC) - Physical Geography
University of Liverpool
2020 - 2023
A-levels -
Tudor Hall School
2017 - 2019
GCSEs -
Tudor Hall School
2015 - 2017
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