Sherine Marks

• Provided outstanding customer service in fast-paced retail setting, assisting diverse clientele including general public and vulnerable customers with empathy, patience, and professionalism.
• Served as initial point of contact for escalated inquiries, resolving product and service challenges swiftly and effectively, boosting customer satisfaction levels..
• Processed payments and transactions accurately using point-of-sale systems, ensuring attention to detail and efficiency during peak trading periods.
• Engaged with management and logistics teams to tackle operational issues and uphold efficient customer experiencey.
• Supported team operations by stepping in where needed, maintaining high service standards, and contributing to overall team success.
• Recognised as Colleague of the District (August) for outstanding customer service and collaborative working.
• Developed key transferable skills including conflict resolution, multitasking under pressure, problem-solving, and effective communication.
• Responded to difficult situations calmly, gained trust of aggrieved customers.

• Planned and scheduled delivery routes, ensuring parcels were delivered on time and in line with company standards.
• Communicated with members of general public, offering transparent updates on delivery progress and addressing any issues with professionalism.
• Addressed and rectified common delivery challenges including routing errors, device (PDA) issues, and customer concerns, upholding high standard of service.
• Employed handheld devices and software to record deliveries, assess progress, and interact effectively with central team.
• Consistently met delivery targets, reduced complaints, and contributed to an efficient and reliable service.
• Developed strong organisational and time management skills, building resilience through managing high workloads and tight deadlines.
• Strengthened customer service skills by balancing efficiency with a positive and supportive customer experience.

Peer Mentor | London South Bank University
January 2023 – April 2023

• Provided one-to-one mentoring for students facing academic, wellbeing, and financial challenges, offering empathetic listening and tailored support.
• Helped mentees build confidence and resilience, leading to improved engagement, increased retention, and greater access to university services.
• Provided support via multiple channels, including Microsoft Teams, phone calls, and face-to-face sessions, ensuring adaptability to meet varied student needs.
• CEngaged with Project Coordinator, steering mentees towards internal services such as Student Support, Wellbeing, and Financial Advice for effective follow-up and resolution.
• Accurately documented mentoring sessions for reporting and case management purposes.
• Received mentoring and safeguarding training, applying best practice in confidentiality, boundaries, and student care.
• Enhanced strong transferable skills involving empathetic communication, active listening, and successful collaboration with both internal and external stakeholders.

• Organised and managed delivery schedules for mixed items including furniture, bedding, and electronics, completing up to 30 drops per shift in a fast-paced environment.
• Delivered to a wide range of customers, including the general public, businesses, and vulnerable customers, providing clear and empathetic communication throughout.
• Resolved common delivery challenges such as traffic delays, van issues, address errors, routing problems, and missing or damaged items, ensuring minimal disruption to service.
• Used handheld PDAs with route planning apps and customer messaging features to track deliveries, optimise routes, and provide real-time updates.
• Worked independently on delivery rounds while also contributing to a strong team culture by supporting colleagues in the warehouse with van loading and preparing items before shifts.
• Ensured all items were delivered safely, securely, and on time, contributing to strong store KPIs and high levels of customer satisfaction.
• Gained and strengthened transferable skills including organisation, navigation, customer service, time management, communication, problem-solving, attention to detail, and resilience under pressure.

• Explained service processes clearly to customers, ensuring satisfaction and understanding.
• Diagnosed and resolved technical issues, recording outcomes for reporting and service improvement.
• Installed new devices carefully, ensuring perfect functionality right from start.
• Delivered professional and courteous service to all customers, earning trust and loyalty.
• Assisted colleagues when needed, fostering a supportive work environment.
• Improved customer satisfaction by providing high-quality repair services.
• Used advanced troubleshooting techniques to identify problems with satellite systems.