Summary
Overview
Work history
Education
Skills
Affiliations
Timeline
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Roohi Blake

London,City of London

Summary


Friendly and motivated professional with strong communication and problem-solving skills, and proven ability to manage customer interactions with empathy and efficiency. Possesses excellent adaptability and quick learning abilities, making seamless transition into customer support. Aims to enhance customer satisfaction and drive positive outcomes for organisation.

Overview

22
22
years of professional experience

Work history

Customer support specialist

John Lewis & Partners
Croydon, London
08.2010 - 08.2023
  • Handled complaints effectively, resulting in increased loyalty from customers.
  • Delivered excellent service with timely problem resolution.
  • Maintained updated knowledge of product offerings to provide accurate information to customers.
  • Trained new team members, ensuring high-quality customer support.
  • Processed and issued refunds, exchanges and credit notes, providing tailored solutions to customer issues.
  • Advised customers on availability, pricing and location of products.
  • Completed transactions to replace or exchange defective items.
  • Listened actively to offer accurate information and best solution to their needs.

Spa manager

Morgan’s Hotel Group
London, London
08.2001 - 09.2008
  • Collaborated with hotel management to offer exclusive deals for guests staying at the property.
  • Fostered a soothing and welcoming atmosphere throughout the spa premises.
  • Enhanced team proficiency with regular training sessions.
  • Oversaw staff rotas to ensure adequate coverage during peak times.
  • Maintained detailed records of all transactions for financial transparency.
  • Oversaw selection, supervision and performance of centre staff to keep adequate staffing levels.
  • Set and managed budgets, controlling expenditure and keeping efficient use of resources.
  • Liaised with senior management and provided ongoing reports to share business performance.
  • Coordinated maintenance and cleaning work to keep facility in good condition.
  • Answered queries and handled complaints to provide outstanding customer service.
  • Kept up-to-date knowledge of and upheld compliance with health and safety regulations.
  • Handled guest complaints promptly and professionally, maintaining reputation for excellent service quality.
  • Managed daily operations for smooth running of the spa.
  • Conducted regular performance reviews to motivate staff members and encourage their professional growth.
  • Implemented health and safety procedures, ensuring a safe environment for both staff and clients.

Spa receptionist

Morgan’s Hotel Group
London, London
08.2001 - 08.2006
  • Processed payments quickly and accurately, ensuring smooth checkout procedures.
  • Coordinated with therapists to ensure seamless service flow to clients.
  • Maintained a clean, welcoming reception area for client comfort.
  • Enhanced relaxation environment through efficient handling of administrative tasks.

Education

GCSEs - English, French, Mathematics, Biology

Burlington Danes School
London
09/1974 - 07/1980

Skills

  • Customer complaint management
  • Cash and card processing
  • Active listening
  • Client empathy
  • Multitasking efficiency
  • Problem-solving

Affiliations

  • Food, Cooking and Gardening

Timeline

Customer support specialist

John Lewis & Partners
08.2010 - 08.2023

Spa manager

Morgan’s Hotel Group
08.2001 - 09.2008

Spa receptionist

Morgan’s Hotel Group
08.2001 - 08.2006

GCSEs - English, French, Mathematics, Biology

Burlington Danes School
09/1974 - 07/1980

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Roohi Blake