Summary
Overview
Work history
Education
Skills
Languages
Timeline
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Serena Marriott

Serena Marriott

Hardingstone,Northamptonshire

Summary

I am hardworking, incredibly driven, self motivated and knowledgeable about the products which I sell. Committed to providing excellent customer service with background in providing professional and helpful support to new and existing clients. I am reliable, friendly and a quick learner, confident at working in fast-paced environments.Proven success at improving customer retention through exceptional service whilst improving satisfaction levels .


Overview

40
40
years of professional experience

Work history

Customer Service Executive

Steffans Jewellers
Northampton, Northamptonshire
12.2021 - Current
  • Warmly greet customers when they walk through the shop and offer them excellent customer service and customer satisfaction.
  • Maintain a high level of knowledge about the products that we sell and offer advice based on the customer's needs.
  • Exceed sales targets by delivering comprehensive and consistent service.
  • To try to upsell additional products to customers where possible.
  • Advise management of customer service trends, creating proactive strategies to maintain best practices.
  • Responded to customer queries and provided excellent customer service.
  • Register customer information to maintain accurate records.
  • Provide professional and helpful support to new and existing clients.
  • Keep records of customers to develop fruitful relationships with them to ensure customer retention and continued loyalty with Steffans.

Retail Director

SN Leisure (UK) Ltd
Northampton, Northamptonshire
09.1989 - Current
  • At least 33 years exceptional customer service and sales experience via my 2 shops, events ad pop up shops.
  • Excellent verbal and written communication skills.
  • Approximately 30 years experience in event management and marketing.
  • Updated online outlets with current stock prices and availability .
  • Employed exceptional visual merchandising skills to create eye-catching, inviting storefronts and interiors.
  • Marketed shop activity and online website using social media platforms.
  • Developed team's product knowledge, resulting in increased store sales.
  • Advised customers on current offers and promotions to heighten store sales.
  • Managed store inventory by directing routine stock control procedures to maximise sales opportunities.
  • Monitored market trends, taking action to guarantee store remained competitive.
  • Planned budgets accurately to meet profit margin targets.
  • Conducted staff appraisals and promoted ongoing professional development.
  • Resolved customer complaints and handled product returns with professionalism, offering practical solutions to maintain customer satisfaction .
  • Booked stock deliveries from cost-efficient wholesalers and manufacturers.
  • Kept staff records regarding holidays, absences and discipline.
  • Audited store accounts to present accurate financial reports.
  • Managed banking and accounts with expert finance knowledge.
  • Performed cashier duties including balancing and end of day banking.

Estate Agent

Scott Pinkham Estate Agents
Northampton, Northamptonshire
02.1985 - 02.1989
  • Coordinated appointments with prospective buyers to showcase houses and plots.
  • Showed residential properties and explained features, value and benefits of available homes.
  • Maintained accurate, up-to-date customer documents and records on the database.
  • Carefully managed communication between buyers, sellers and colleagues to optimise completion speed.
  • Handled day-to-day customer queries, swiftly providing answers and resolving problems for continued satisfaction.
  • Answered phone calls and emails from potential and existing customers.
  • I worked part time in the evenings and some weekends



Customer Service Advisor

Abbey National
Milton Keynes, Milton Keynes
10.1983 - 01.1989
  • Managed high-volume customer queries simultaneously through effective multitasking.
  • Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
  • Adhered strictly to policies and procedures for continued company compliance.
  • Offered prompt solutions to maintain customer satisfaction.
  • Offered detailed advice on product and service benefits.
  • Registered and updated accurate customer information on database.
  • Liaised with team to develop strategies in improving customer service.
  • Transferred customer calls to respective department or personnel to address specific issues.

Education

BTEC Business Studies -

Northampton College Of Further Education
Northampton, Northamptonshire
09/1980 - 09/1983

GCSEs -

Northampton High School For Girls
Northampton
09/1967 - 06/1980

Skills

  • I have at least 30 years customer service experience
  • I am a friendly people's person and have a passion for delivering exceptional customer service
  • I have 32 years sales experience and have the ability to upsell additional products or services to customers
  • I have the ability to adapt, grow and learn quickly
  • I have excellent verbal, written communication and interpersonal skills
  • I have the ability to multitask and prioritise tasks in a fast-paced environment
  • I have the ability to work independently as well as collaboratively in a team environment and support fellow team members
  • I maintain a high level of product knowledge and services offered in fashion and jewellery However, I would be selling and recommending your spa well -being products and services if I was offered the position of a Spa Host at David Lloyd
  • I have strong organisational and time management skills




Languages

English
Native

Timeline

Customer Service Executive

Steffans Jewellers
12.2021 - Current

Retail Director

SN Leisure (UK) Ltd
09.1989 - Current

Estate Agent

Scott Pinkham Estate Agents
02.1985 - 02.1989

Customer Service Advisor

Abbey National
10.1983 - 01.1989

BTEC Business Studies -

Northampton College Of Further Education
09/1980 - 09/1983

GCSEs -

Northampton High School For Girls
09/1967 - 06/1980

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Serena Marriott