Natalie Harman
Farnborough,SRY
Summary
Highly organized administrator and customer support agent, with over 6 years of experience, and an additional 2 years of managerial experience within the retail industry. A dedicated problem solver who works well under pressure. I’m devoted to further developing my skills and abilities within a professional environment.
Overview
14
14
years of professional experience
Work History
Junior Packaging, Graphic Designer & Illustrator
Goliath Games
Guildford, Surrey
10.2024 - Current
- Presented fresh design ideas to management, driving forward creative vision within the company.
- Created attention-grabbing graphics and illustrations for packaging and branding.
- Adapted quickly to changing trends in the industry maintaining relevance in designs.
- Led brainstorming sessions amongst the creative team sparking innovation in design approach.
- Modified and revised artwork as needed to meet team feedback.
- Worked closely with other designers, developers and brand managers to ensure deadlines are met.
- Created and developed branding for every aspect of a new toy brand, such as logos, brand guides, typography, illustration style and more.
Freelance Graphic Designer & Illustrator
Graphic Designer
Remote
01.2021 - Current
- Coordinated effectively with printers and suppliers ensuring top quality print outputs.
- Produced high-quality graphics for print and digital media platforms, enhancing company reputation.
- Adapted quickly to changing trends in the industry maintaining relevance in designs.
- Designed logos, brand guides and basic marketing strategies for a range of clients.
- Developed questionaries and scheduled meetings to best assess and understand a client’s needs and wants for a project.
- Communicated effectively and clearly, such as discussing any potential issues or concerns ahead of time and guided clients in navigating these issues.
Senior Customer service Advisor
Chilly's
Remote
09.2020 - Current
- Demonstrated excellent product knowledge whilst assisting customers on various platforms such as call and email support channels.
- Handled escalations, resulted in a decrease in unresolved issues.
- Mentored junior staff to improved their performance metrics.
- Analysed data from customer interactions to identify potential improvements in processes.
- Created daily plans to best optimise work flow for the team.
- Managed and updated the Chilly’s automated help Bot via Solvemate software - Reducing customer queries by 64%.
- Creating Macros and FAQs to support the team and maintain responses within SLA.
Customer Service & Office Administrator
Prodigi Group ltd
Farnham, Surrey
01.2019 - 09.2020
- Managed daily scheduling to facilitate organised operations.
- Daily processing of between 120 - 400 orders, setting up payments and creating invoices through Netsuite.
- Signing up clients and building up long term and trusting relationships.
- Used specialist knowledge and research to guide customers on the software options available and provided advice on best choices to suit the customer’s needs.
- Writing up training documents and processes for business use.
- Handled correspondence, providing timely responses to all enquiries.
Store manager
Grapetree (JG Foods Ltd)
Guildford
02.2017 - 01.2019
- Streamlined operations to maximise efficiency and minimise waste.
- Managed staff rosters, ensuring adequate coverage during peak times.
- Developed a team-oriented environment by implementing effective leadership strategies.
- Boosted store's reputation for excellence through meticulous upkeep, product presentation and customer service.
Supervisor & Phone Technician
Sanbei
Guildford, Surrey
09.2015 - 02.2017
Private Investigator
Answers Investigation
Dunsfold
06.2015 - 09.2015
Bar & Restaurant Staff
The Three Pigeons
Guildford, Surrey
06.2011 - 05.2015
Education
BA (Hons) Graphic Design - Awarded by University of Surrey
University of Farnborough
Farnborough, Hampshire 09/2021 - 05/2023
NVQ Level 2 - Food and Beverage service
Babcock International Group
Skills
- Proficient in Microsoft Office
- Experienced in Adobe Suite
- Creative problem solver
- Excellent Organisational skills
- Confident in high pressure situations
- Superb eye for detail
- Quick learner
- Friendly and professional manner
Affiliations
- Martial Arts (Jiu Jitsu, Judo, BJJ)
- Ice Hockey
Timeline
Junior Packaging, Graphic Designer & Illustrator
Goliath Games
10.2024 - Current
Freelance Graphic Designer & Illustrator
Graphic Designer
01.2021 - Current
Senior Customer service Advisor
Chilly's
09.2020 - Current
Customer Service & Office Administrator
Prodigi Group ltd
01.2019 - 09.2020
Store manager
Grapetree (JG Foods Ltd)
02.2017 - 01.2019
Supervisor & Phone Technician
Sanbei
09.2015 - 02.2017
Private Investigator
Answers Investigation
06.2015 - 09.2015
Bar & Restaurant Staff
The Three Pigeons
06.2011 - 05.2015
BA (Hons) Graphic Design - Awarded by University of Surrey
University of Farnborough
09/2021 - 05/2023
NVQ Level 2 - Food and Beverage service
Babcock International Group
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