Megan Ward

Ascensos – Selfridges Campaign
October 2024 – Present

Demonstrated rapid career progression within a high-performance, customer-focused environment, advancing across customer service, specialist support, leadership, and marketing functions. Recognised for adaptability, strong awareness, and the ability to deliver consistently high standards in line with a premium retail brand.

• Customer Service Advisor (Frontline Operations)
  Delivered exceptional customer experiences by managing high volumes of inbound calls and email enquiries in a fast-paced environment. Built a strong reputation for resolving complex issues including complaints, returns, and order management with professionalism, empathy, and efficiency. Maintained a high level of accuracy and attention to detail when handling sensitive cases, ensuring alignment with luxury brand expectations. Consistently exceeded key performance indicators, including customer satisfaction scores, response times, and first-contact resolution, demonstrating reliability and a results-driven approach.
• VIP Back Office Specialist
  Selected for promotion into a specialist team supporting high-value and loyal customers, reflecting strong performance and trust. Provided a personalised, premium service experience, handling complex and high-priority cases requiring sound judgement and brand alignment. Actively contributed to the development and refinement of a customer loyalty scheme by sharing frontline insights and identifying opportunities to enhance the customer journey. Collaborated cross-functionally with internal teams to streamline processes, improve service delivery, and ensure a seamless VIP experience.
• Team Captain
  Appointed to a leadership role during the festive peak period, overseeing and supporting a team of approximately 20 advisors. Delivered real-time coaching, guidance, and performance support to maintain high service standards under pressure. Played a key role in workload allocation, escalation management, and team motivation, ensuring operational efficiency during high-demand periods. Strengthened leadership, communication, and decision-making capabilities while continuing to meet personal performance targets, demonstrating the ability to balance individual and team responsibilities effectively.
• Marketing Assistant
  Invited to expand responsibilities beyond core operations into a broader organisational marketing role, recognising strong business communication skills. Supported the planning and execution of marketing campaigns, contributing to content coordination and both internal and external communications. Maintained direct insight to inform marketing strategies, helping to improve audience engagement and campaign effectiveness. Gained exposure to campaign development and strategic marketing processes, further enhancing internal awareness and cross-functional collaboration skills when promoting campaign engagement activity.

• On full time basis at The Citizen Bar & Restaurant located in Glasgow City centre, within the DRG company. My role in at Citizen requires I fulfilled variety of tasks each day. Working in a very busy environment, predominantly skilled in bartending, and provide training and supervision to new and inexperienced colleagues. Within my time at the Citizen I have expanded my skills in cocktail making, adding my own recipes to the menu, can confidently identify a variation of spirits, beers, ciders and wine, deliver excellent customer service. In addition, I provide assistance to floor staff with waitressing throughout the restaurant and the outside terrace area during busy periods. I am familiar with till and card payment as well as ensuring that the bar is constantly stocked. Was trusted with expanding my knowledge by completing a licensing course.

• I managed Sharps Bar in Largs. This is a very busy local Bar where I was responsible for a variety of tasks. Initially recruited as a Bar Tender, I was soon promoted to manager, where I was responsible for the day to day bar operation, organising staff rotas for other employees, and booking live entertainment. In addition, I ensured that stock levels were all up to date as well as taking care of all of the social media. I am skilled in promotional advertising. This was a fast paced environment where I was faced with multiple challenges. I am able to maintain patience while facing challenges.

• I previously worked for Ascensos on the B&Q campaign within the Tradepoint department, which is a fast-paced dynamic environment. Within my time at Ascensos, I consistently achieved my targets, and executed all duties in a professional and courteous manner. When dealing with complex queries I was able to use verbal and written skills via calls and email to address enquiries and resolve issues professionally. My ability to effectively and efficiently identify customers’ needs and requirements whilst building rapport, ensures I am able to provide an exceptional level of service.