Millie Fisher
Surrey
Summary
Confident and highly organised with a passion for delivering exceptional service in fast-paced, high-stakes environments. Known for strong problem-solving skills, the ability to anticipate needs and efficient approaches to multitasking. Skilled in maintaining confidentiality and fostering smooth communication between senior leadership and guests. Constantly striving to achieve positive outcomes to elevate guest experiences and create healthy working environments.
Overview
3
3
years of professional experience
Work history
Customer Services Team Leader (Contact Centre)
Chessington World of Adventures
Chessington, Surrey
04.2025 - Current
- Coordinate daily and monthly staff rotas, ensuring optimal coverage during peak times at the park, as well as working around different peoples skill set and strengths weaknesses.
- Lead daily team briefings to discuss any updates and important information, as well as providing the opportunity for hosts to share any concerns or queries regarding the day ahead .
- Managing escalated complaints with empathy and professionalism, not only sustaining but improving brand reputation. These escalations include via the phone, Live Chat and Email.
- Broaden my knowledge on protecting business integrity by adhering strictly to data protection laws when handling sensitive customer information, such as abiding by GDPR as well as the Equality Act 2010 and the Consumer Rights Act 2015.
- Conduct regular audits of team operations, monitoring all communications with hosts to ensure correct policies and procedures are being adhered to whilst finding areas of individual improvement.
- Liaise with other departments for seamless coordination of guest inquiries and complaints, achieving faster response times, these communications vary from from third party company's within the park such as Aramark, HBL, PomVom to outside cooperative company's such as Tesco, Virgin Holidays, and other Merlin Theme Park Contact Centres.
- Hold regular One to One meetings with hosts as an opportunity to provide constructive feedback for continuous improvement, as well as discuss and praise for areas of positive work and plans for weeks ahead.
- Train new and current staff on operating procedures and company services. through PowerPoint presentations and live demonstration.
- Build long-term guest relationships through exceptional customer service skills by going above and beyond where possible.
- Managed high volume of inbound calls of several hundred per day during peak days, ensuring swift response times and remaining withing our SLA and NPS targets, being available to assist on the floor where needed.
- Took lead on the school booking process, involving processing all provisional bookings of approximately 1000 schools in a year, then liaising with the schools for any amendments and queries. Monitoring spreadsheet information to pass along to the relevant departments such as Education Workshops, Admissions and Car Parks. Chasing schools through a routine to confirm their booking which allows me to then process tickets and an invoice, this involves processing orders that make the company anywhere from £100 up to £10,000 per school.
M&S assistant
M&S
Ashtead, Surrey
01.2025 - 04.2025
- Ensuring prompt attendance every day, this role required substantial resilience as the shifts commenced at 5.30am, 4 days per week.
- Completed purchases with cash, credit and debit payment methods, providing customer receipts for reference.
- Managed stock levels effectively to ensure product availability at all times.
- Worked collaboratively with team members to maintain a clean, well-organised shop floor.
- Operated till efficiently during busy periods, reducing queues significantly.
- Kept shelves stocked and neat, enhancing store appearance.
Guest Help and Information Host
Chessington World Of Adventures
Chessington , Surrey
09.2023 - 01.2025
- Upheld high standards of customer service whilst dealing with challenging situations and individuals, including learning how to effectively communicate with guest with varying disabilities to discuss their access needs for their visit. Whilst often handling very distressed, difficult and sometimes verbally abusive guests when their day has not met expectations.
- Served as first line of contact for guests entering the park providing information of ride availability, directions or other general enquiries, as well as filing complaints.
- De-escalated aggressive behaviour using effective conflict resolution techniques.
- Offered recommendations to guests based on specific situations, priorities and accessible obstacles.
- Managed high-volume guest queries and complaints simultaneously through effective multitasking.
- Recorded information about inquiries and complaints within internal database.
- Managed high pressure situations effectively whilst dealing with complex cases.
- Maintained professionalism throughout difficult conversations with distressed or upset individuals.
- Handled large amounts of lost property, including wallets, cash and other personal items.
- Ensured accurate cash processing of lost property cash by diligently following company procedures.
- Devised strategies with my line management to improve smooth operations.
- Trained new hires for improved efficiency on the job floor.
Education
GCSEs - Education
Epsom and Ewell High School
Epsom, Surrey 09.2018 - 07/2023
Skills
Email and calendar management
Staff management
Employee relations
Conflict resolution
Organization and delegation
Performance reviews conducting
Microsoft applications
Excel
Avius
Zendesk
NICE CX
Point Of Sale (POS)
References
References available upon request.
Timeline
Customer Services Team Leader (Contact Centre)
Chessington World of Adventures
04.2025 - Current
M&S assistant
M&S
01.2025 - 04.2025
Guest Help and Information Host
Chessington World Of Adventures
09.2023 - 01.2025
GCSEs - Education
Epsom and Ewell High School
09.2018 - 07/2023