Shaylene Kitchener

• Created customer engagement strategies leading to improved brand image.
• Resolved conflicts, ensuring high retention rates.
• Boosted company reputation with excellent customer handling skills.
• Implemented CRM systems to streamline operations.
• Fostered strong relationships for improved business prospects.
• Coordinated with cross-functional teams to ensure customer satisfaction.
• Organised training sessions to enhance team performance.
• Developed comprehensive reports, providing insights into customer behaviour patterns.
• Trained new employees in aligning their roles to company's objectives and goals.
• Liaised between customers and internal departments, facilitating smooth operations.
• Participated actively in business strategy meetings, contributing valuable insights from a customer perspective.
• Reviewed feedback with the aim of improving services offered.
• Monitored competitor activities and aligned strategies accordingly for a competitive edge.
• Ensured compliance to regulations whilst maintaining quality standards in service delivery.
• Managed complaints, resulting in increased customer loyalty.
• Responded to telephone and in-person requests for information.
• Resolved customer concerns promptly to maintain satisfaction.
• Contacted satisfied customers to offer additional services.
• Reached out to prospective customers and warm leads to establish friendly, professional relationships.
• Adapted sales techniques to specific clients and promoted products based on individualised client needs.
• Generate reports on sales, providing relevant information to track sales progress and inform future strategies.
• Set up appointments with potential and current customers to discuss new products and services.
• Accounted for all inventory and ordered new stock.
• Collected and processed payments.
• Handled negotiations with outside vendors and service agencies to meet group needs.
• Translated senior management directives into actionable front-line policies and implemented changes with staff.
• Designed and implemented training to further develop staff based on business goals.
• Maintained smooth-running business operations by delegating priorities to staff abilities.

Transformed a struggling business with low turnover into a community hub, increasing profitability.

Implemented innovative marketing strategies to enhance brand image and customer engagement.

Ordered, received, and rotated stock while negotiating terms with sales representatives.

Conducted stock analysis to identify slow-moving items for effective inventory management.

Structured weekly shift patterns, managed contracts, holidays, payroll, and training records for staff.

• Oversaw all financial transactions, ensuring timely payments to staff and suppliers.
• Executed daily cash-ups, maintaining accurate cash records on premises.
• Prepared and submitted quarterly VAT returns, ensuring compliance with regulations.