Monika Zolkiewicz

• Managed daily retail operations, including rota management and stock monitoring.
• Led team of 9 cashiers across 3 department points of sale.
• Ensured compliance with Chanel's policies and sanctions checks, overseeing GDPR data protection protocols.
• Facilitated remote sales for domestic and export clients, providing bespoke concierge service.
• Mentored SSA team through regular catch-ups and training on high-value transaction procedures.
• Enhanced customer satisfaction by efficiently processing transactions.
• Balanced cash registers, maintained accurate financial records.
• Resolved complex customer complaints, contributing to high levels of customer retention and loyalty.
• Managed store opening and closing, taking key holder responsibilities seriously to uphold robust security.
• Performed financial transactions in fast-paced retail store environment.
• Conducted regular training sessions to enhance team skills and improve overall productivity.

• Managed handbag category through strategic buying and visual merchandising to enhance product appeal.
• Facilitated performance reviews and career development plans for team of 10 fashion advisors to support growth and engagement.
• Provided consistent leadership to maintain high levels of team performance and satisfaction.
• Assisted in managing department rota for 42 staff members.
• Coordinated hiring, recruitment, and training strategies to build a high-performing administrative team.
• Delivered sales feedback on department and category performance to aid action planning.
• Supported communication between shop floor and senior management.
• Fostered a culture of psychological safety to uphold luxury standards in the boutique.
• Maintained up-to-date knowledge of industry trends, enabling informed decision-making processes.
• Addressed customer complaints promptly, ensuring customer satisfaction and retention.

• Driven KPIs and sales results within a fast-paced, high-volume retail environment.
• Managed daily operations, enhancing overall team productivity.
• Supervised day-to-day activities for a team of 14 staff.
• Coordinated with other supervisors, ensuring consistency across all shifts.
• Facilitated monthly training sessions for enhanced staff performance.
• Managed seasonal sales preparations for up to 1k units.
• Organised team resources, improving project timelines.
• Assisted in recruitment, interviewing, and onboarding of new team members.

• Enhanced client satisfaction through specialised support and advice.
• Collaborated effectively with cross-functional teams for successful project completion.
• Led training sessions for staff skill improvement.
• Optimised resource allocation for maximised operational efficiency.
• · Address and queries and claims from clients by post, emails and over the phone or claims forwarded by points of sale.
• · Depending of the item and fault, sending repairs to specifics workshops.
• · Ensure that clients is informed about quotations and status of their repairs,
• Handled the treatment, follow-up, and resolution of cases, assessing claims for compensation eligibility while respecting procedures and policies.
• Placed orders for replacement products to maintain inventory levels and meet customer needs.
• · Liaise with other departments to obtain information and support to address enquirers.
• · Dealing with client's complaints and requests, directly. Administrator correspondence and contact with client.

Achievements: Harrods Club 100 (2012) and 100% Mystery Shopper score.

• Focused on clienteling, CRM database management (SAP/JDA), and specialized product knowledge in leather goods.