Sarina Thomas
Bishop Auckland,Durham
Summary
Proficient in customer service with a strong emphasis on satisfaction and relationship building. Demonstrates exceptional problem-solving abilities and effective communication skills to address inquiries and resolve challenges. Focused on delivering tailored support and maintaining high service standards to enhance overall customer experiences.
Overview
5
5
years of professional experience
Work history
Senior Bookseller
Waterstones
Darlington, Durham
2024.05 - Current
- Achieved revenue growth through strategic upselling and tailored product suggestions.
- Managed daily operations to ensure optimal productivity outcomes.
Initiated a book club aimed at engaging younger demographics in reading. - Utilised critical thinking for comprehensive problem analysis and solution evaluation.
- Optimised operational workflows by acquiring new skills for complex tasks.
- Mentored junior staff members to enhance product knowledge and customer service skills.
- Promoted teamwork through respect and a proactive approach to assistance.
- Performed day-to-day responsibilities with accuracy and efficiency.
- Increased customer satisfaction by resolving issues.
- Using Canva to help create designs for the shops social media accounts.
Bookseller
Waterstones
Darlington, Durham
2021.07 - 2024.05
- Compiled feedback and product sales performance reports to support strategic decision-making.
- Ensured effective shelving and cleanliness to maintain a welcoming sales floor environment.
- Maximised sales opportunities through exceptional genre knowledge and targeted recommendations.
- Engaged customers by providing tailored guidance on product selection to drive sales.
- Organised promotional events for new book launches, boosting inventory visibility.
- Trained temp staff on performance strategies that led to permanent employment opportunities.
- Managed telephone enquiries from customers and booksellers, ensuring prompt resolution.
- Promoted new releases via social media posts, enhancing customer awareness and engagement.
Skills
- High-street retail operations
- POS software knowledge
- Customer engagement techniques
- Bookselling industry knowledge
- Customer service
- Merchandising
- Returns
- Social media knowledge
- Content Marketing
- Social media marketing
- Answering incoming calls
- Responding to customer and staff emails
- Author events
- Communication skills
- Public speaking
Willing to relocate
Hybrid roles:
- Newcastle
- Leeds
Fully relocate:
- York
Timeline
Senior Bookseller
Waterstones
2024.05 - Current
Bookseller
Waterstones
2021.07 - 2024.05