Shiela Maclean
Dundee
Summary
A professional with a strong understanding of consumer behaviour and customer empathy, adept at remaining calm under pressure while solving complex problems. Demonstrates exceptional communication skills and resourcefulness, with proven expertise in public relations and inventory management. Committed to quality assurance and skilled in troubleshooting across various types, aiming to leverage these competencies towards impactful career growth.
Overview
20
20
years of professional experience
Work history
Personal Online Shopper
Tesco
2024.09 - 2026.05
- I pick and pack a customers online shopping order with care and accuracy. Working as part of a wider team on the shop floor to meet key targets, ensure the customer needs are met and they receive their order on time and in pristine condition. I use Tesco's own internal systems to assist me with my daily tasks.
- Good time keeping, identify key areas to meet specific targets.
Customer Service Agent
British Telecom
2006.01 - 2019.01
- I handled after sales support for BT customers ensuring their needs were met effectively and efficiently. I worked with all areas of BT as part of wider team, using BT specific systems, keeping my skills and knowledge up to date. I made sure their order journey was easy and informed. I provided direction and assurance with an emphatic nature keeping the customer informed at all stages of the order.
- Demonstrated adaptability to new systems and training methods.
- Conflict resolution.
- Provided setup support.
- Achieved Level 1 in BSL with an after-work programme. Provided by BT in partnership with Dundee and Angus College
- Strong work ethic.
- Good communication skills.
- Adaptive and flexible.
Skills
- Understanding of consumer behaviour
- Customer empathy
- Calm under pressure
- Problem-solving
- Communication skills
- Resourcefulness
- Public Relations
- Inventory management
- Quality Assurance
Volunteer Support Worker
Food Train, Volunteer Support Worker, 2023-02, 2025-07, I provided a personal shopping experience for Food Train customers 65 and over. I worked as part of a team of volunteers collecting shopping lists in person, shopping to their specific requirements, delivering on their specified day and in some instances packing the shopping away. I built relationships with the customers to greater understand their needs and provide a more personal experience., Good time keeping and money handling.
Affiliations
Dress making, crafting, reading, baking, travel
Timeline
Personal Online Shopper
Tesco
2024.09 - 2026.05
Customer Service Agent
British Telecom
2006.01 - 2019.01