Nicola Jane Campbell
Eastleigh,United Kingdom
Summary
Offering strong interpersonal and communication skills, with a background in customer-facing roles, providing valuable insights into customer needs and satisfaction. Knowledgeable about conflict resolution, team collaboration, and maintaining positive customer experience. Ready to use and develop problem-solving, leadership, and customer service skills.
Overview
36
36
years of professional experience
5
5
years of post-secondary education
Work history
Customer care manager
Logistical Building Services
Shedfield, Hampshire
04.2021 - Current
- Streamlined customer service procedures, enhancing efficiency.
- Coordinated with other departments to enhance customer experience.
- Maintained open lines of communication between staff and upper management.
- Led the documentation process of all customer interactions, aiding in future reference.
- Designed and implemented training to further develop staff based on business goals.
- Created a digital file classification system for company-wide use.
Owner
The Jam Jar
Mgarr, MALTA
06.2018 - 11.2020
- Created promotional strategies that helped attract a diverse clientele base.
- Ensured cleanliness and hygiene with regular inspections and maintenance.
- Managed staff rota, ensured smooth operations during peak hours.
- Applied health and safety regulations, provided a safe environment for both staff and customers.
- Maintained inventory for uninterrupted supply of ingredients and food items.
- Collaborated with local artists for live music events, increasing footfall on weekends.
- Trained new employees in cafe operations, resulting in improved service quality.
- Developed cafe menu for increased variety and customer engagement.
- Handled cash transactions to maintain accurate financial records.
- Enhanced new product awareness by posting engaging images to company websites and social media accounts.
- Trained and equipped new staff with restaurant values and standards to keep guests happy.
- Adjusted restaurant team sizes and shifts with changes in traffic volume.
- Enhanced customer satisfaction by creating bespoke cakes and sweets to suit individual preferences.
- Crafted specialty birthday and wedding cakes for memorable celebrations.
- Developed new cake designs to cater to festive occasions.
- Operated cash register and handled cash, credit card and check transactions.
- Inspected and cleaned food preparation areas to maintain sanitary practices.
- Designed displays to showcase baked produce.
- Expanded menu with gluten-free and vegan-friendly desserts.
Service & Sales Representative
HSBC UK
Swatar, MALTA
11.2004 - 03.2010
- Working as a service and sales representative for a newly opened Call Centre based in Malta, which took calls from UK HSBC customers.
- Promoted to Team Leader - leading a team of 12 SSRs, duties included doing monthly 1-to-1s with self-development plans. Holding Monthly Team meetings, taking over complaint calls. Picking calls at random, listening to them, and grading and providing feedback.
- Promoted to Team Manager - leading a team of 5 Team Leaders with their respective teams - monitoring team performance, having monthly self-development meetings with my 5 Team Leaders, and holding monthly team leaders meetings.
- Promoted to Sales and Service Manager - responsibility for the sales floor with some 200 employees, SSRs, Team Leaders, and Team Managers.
- Enhanced team performance for better productivity through regular training sessions.
- Conducted regular staff appraisals and feedback sessions, promoting a culture of continuous improvement.
- Handled difficult customer complaints professionally, maintaining company's reputation whilst resolving issues swiftly and efficiently.
- Led a successful sales campaign, resulting in improved brand recognition.
Owner
The Crown Stirrup Public House
Lyndhurst, Hampshire
10.2002 - 03.2004
- Delegated tasks effectively amongst staff members, promoting teamwork.
- Coordinated special events, enhancing brand awareness in the local community.
- Delivered high standards of service by training all staff members thoroughly.
- Managed daily operations, ensuring smooth running of the business.
- Negotiated contracts with suppliers, reducing overall costs.
- Oversaw inventory management, preventing stock shortages or overages.
- Reduced food waste to improve profitability.
- Led successful catering events provided excellent dining experiences for guests.
- Adhered to strict hygiene standards, ensured a clean working environment.
- Improved customer satisfaction by creating innovative and appetising menu items.
- Followed health and safety guidelines to keep food storage safe, prevent spoilage, and minimise cross-contamination risks.
Manager
The Forest Inn
Ashurst, Southampton, Hampshire
12.2001 - 10.2002
- Collaborated with kitchen staff to ensure efficient food service timings.
- Dealt with vendor relationships, securing optimal supply deals.
- Boosted customer retention with excellent communication skills and friendly demeanour.
- Oversaw daily cash handling procedures to ensure financial integrity.
- Monitored bar inventory regularly, preventing shortages during peak hours.
- Handled staff rosters for efficient workforce management.
- Coordinated special events to boost patron engagement.
- Improved pub ambiance with regular maintenance and cleaning tasks.
Corporate account manager
Rittal (UK) Limited
Rotherham, North Yorkshire
05.2001 - 11.2001
- Account/Project Manager for key accounts such as Alcatel, Nortel, Orange, NTL and Lucent Technologies.
- Worked on projects which delivered additional £1 million in new business.
- Made regular visits to various Rittal facilities in the UK as well as central Europe where much of Rittal product was manufactured. Spent time with Engineering and design personnel to ensure response time to the customer enquiry/prototyping availability is speedy and efficent, ensuring competitve time to market opportunities.
- Developed comprehensive reports on account performance for senior management review.
- Cultivated strong relationships with corporate clients to improve customer satisfaction.
- Handled customer concerns and complaints to resolve issues and build loyalty.
- Represented company at industry events, networking to increase client engagement and identify new opportunities.
Senior Account Leader
APW New Forest Limited
Totton, Hampshire
04.2000 - 05.2001
- Account Leader for several key accounts such as Orange PCS, Lucent, BT Cellnet, Fujitsu, Vodafone. Have won business wotth in access of £2.5 million for APW New Forest.
- Travel extensivively in the UK, visiting APW facilities and meeting with Sub-contractors, suppliers and customers.
- Heavily involved in logistics and freight element of the business, for both customers and suppliers.
- Make regular visits to all account customers, discuss and review their requirements as per monthly forecasts.
- Implement and manage complex customer partnership agreements, including management of tenders/bids on new business as well as facilitate/manage contractual and commercail issues between APW and its customers.
- Work with production and materials functions witin APW to ensure on-time delivery of customer product.
Sales Office Manager
Malcoe Enclosures Limited
Totton, Hampshire
04.1995 - 04.2000
- Reviewed sales data regularly, identifying trends and areas for improvement.
- Streamlined office procedures, reducing administrative workload for the team.
- Management responsibility for processing all sales enquiries and quotations in accordance with agreed ISO procedures.
- Developed excellent rapport with key account holders securing long-term business partnerships. - These included Orange, BT Cellnet.
- Chaired bi-weekly sales/production reviews to ensure communication between all departments, ensuring that Malcoe functions were cohesive and efficient, thus achieving and exceeding all customer demands.
Sales order Co-Ordinator
Buck & Hickman Limited
Southampton, Hampshire
11.1994 - 04.1995
- Ensure sales targets were met monthly, along with my peers.
- Deal with sales in a busy office environment, including raising quotations, inputting sales orders.
- Supported sales team in achieving targets with efficient order handling.
- Sustained positive customer relations with proactive communication.
- Account Manager for P & O, make regular visits to their premises, discuss and review their requirements as per monthly forecasts.
Sales administrator
Monks & Crane Limited
Eastleigh, Hampshire
06.1989 - 10.1994
- Maintained sales documentation and customer records in the company database.
- Responded to inbound customer email, telephone, fax, telex, promptly.
- Ensured prompt delivery of orders, leading to increased customer loyalty.
- Improved customer satisfaction by handling all sales queries swiftly and efficiently.
Education
GCSEs -
Alderman Quilley Secondary School
Eastleigh, Hampshire 09.1989 - 06.1994
Skills
- Target achievement
- Customer relationship management
- Visual merchandising creativity
- Communication proficiency
- Resilience under pressure
- Customer Service
- Team Leadership
- Health and safety consciousness
- Allergen awareness
- Planning and organising
- Time efficiency
Affiliations
- Cake Baking - I am a keen Cake baker/decorator, decorated cookies for family and friends.
- Walking - I enjoy long walks with my dog 'Barney' a St Bernard.
References
References available upon request.
Timeline
Customer care manager
Logistical Building Services
04.2021 - Current
Owner
The Jam Jar
06.2018 - 11.2020
Service & Sales Representative
HSBC UK
11.2004 - 03.2010
Owner
The Crown Stirrup Public House
10.2002 - 03.2004
Manager
The Forest Inn
12.2001 - 10.2002
Corporate account manager
Rittal (UK) Limited
05.2001 - 11.2001
Senior Account Leader
APW New Forest Limited
04.2000 - 05.2001
Sales Office Manager
Malcoe Enclosures Limited
04.1995 - 04.2000
Sales order Co-Ordinator
Buck & Hickman Limited
11.1994 - 04.1995
GCSEs -
Alderman Quilley Secondary School
09.1989 - 06.1994
Sales administrator
Monks & Crane Limited
06.1989 - 10.1994
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