SIMONE HAREWOOD
Uxbridge,United Kingdom
Summary
Resourceful professional with over six years in customer service, operations, administration and e-commerce. Skilled in managing high workloads, resolving complex queries, and collaborating
across teams. Demonstrates strong organisational abilities, prioritising tasks while ensuring exceptional service and attention to detail. Proficient in diverse digital and Microsoft systems, with effective communication and problem-solving capabilities.
Overview
10
10
years of professional experience
Work history
Customer Operations & Accounts Administrator
TotalEnergies
Canary Wharf, Tower Hamlets
2026.03 - 2026.10
- Managed customer account administration, issuing membership cards and maintaining accurate records to ensure seamless access for members
- Monitored and followed up on outstanding invoices, ensuring timely payments and correct billing information
- Processed and resolved tickets in the Customer Relation Centre, consistently meeting Level 1 service standards
- Processed voucher applications and resolved post-migration customer claims, ensuring timely support and improved customer satisfaction
- Prepared credit notes and supported approval processes in line with financial controls
- Collaborated with customer service teams during system migration, facilitating feature testing and issue resolution to streamline operations
- Contributed to process improvements and developed internal procedures to enhance operational efficiency
- Generated receipts using Microsoft Business Central, ensuring accurate financial documentation
DEI Rep
ASOS
Watford
2024.03 - 2025.10
- Collaborated with cross-functional teams to embed DEI principles into organisational practices, fostering an inclusive culture.
- Cultivated relationships with stakeholders and community members, strengthening support for diversity and inclusion initiatives.
- Advocated for race and ethnicity initiatives within DEI Rep Network, increasing awareness of DEI initiatives through engaging Viva posts.
- Developed resource materials to inform staff about DEI topics, improving team knowledge and support.
Specialist Advisor
ASOS
Watford
2018.12 - 2025.10
- Facilitated process improvements by providing actionable feedback to enhance team efficiency and customer satisfaction.
- Resolved complex customer issues using various systems and spreadsheets, including processing gift vouchers, rectifying system errors, and addressing security and stock concerns.
- Coordinated team-wide training on new processes and strategies, enhancing team members' skills and knowledge.
- Utilised Back Office systems with a strong focus on data privacy and confidentiality for both customers and employees.
- Handled over 30 types of offline tasks, including invoices, DSAR requests, and warehouse investigations.
PX Hub & Talent Ambassador
ASOS
Watford, Hertfordshire
2022.09 - 2024.09
- Interviewed and assessed candidates, delivering insights that guided recruitment team in making informed hiring decisions.
- Interviewed and assessed candidates, delivering insights that guided recruitment team in making informed hiring decisions.
- Managed candidate communication, offering support and constructive feedback to enhance applicant experience and engagement.
- Implemented strategies to promote business and employees, strengthening brand awareness within the community.
- Created engaging LinkedIn content to increase business visibility, including campaigns for Black History Month and Customer Service Week.
Mentor
ASOS
Watford, Hertfordshire
2022.09 - 2023.09
- Mentored senior leader on diversity and inclusion strategies, resulting in enhanced workplace inclusivity.
- Delivered constructive feedback during monthly sessions, enabling professional development and growth.
- Facilitated monthly meetings to explore key topics and review materials, fostering open dialogue and engagement.
- Established clear expectations and collaborative behaviours to enhance teamwork.
- Coordinated pre- and post-meeting reflections to evaluate progress, improving future discussions.
Customer Care Assistant
ASOS
Watford, Hertfordshire
2018.12 - 2020.09
- Provided exceptional customer service across multiple channels, including live chat, email, and social media.
- Exceeded key performance indicators (KPIs) and consistently achieved First Contact Resolution (FCR) targets.
- Managed large workload while maintaining high standard of customer service.
- Promoted additional offers to customers, contributing to daily profit targets.
- Sought and applied feedback for personal and professional development.
Retail Assistant
Primark
Uxbridge
2017.03 - 2018.12
- Delivered personalised, face-to-face customer advice on product selections, resulting in improved customer satisfaction.
- Directed customers to suitable products based on preferences, contributing to increased satisfaction.
- Managed customer service desk operations, processing refunds and exchanges with high accuracy.
- Executed till operations, ensuring balanced cash register and accurate financial transactions.
- Managed cash handling processes, ensuring accuracy and compliance with financial protocols.
- Collaborated with team members to improve customer engagement and service delivery.
Education
Personal and Career Development Programme -
Spear
Harrow 3 2016 - 4 2016
Health and Social Care -
Swakeleys Sixth Form
Hillingdon 9 2013 - 6 2015
BTEC Level 3 Diploma - Health and Social Care
Swakeleys School for Girls
Hillingdon 9 2008 - 7 2013
Skills
- Customer communication
- Adaptability to changing regulations
- Data confidentiality adherence
- Data analysis
- Ticketing system usage
- Microsoft office suite proficiency
- Knowledge of crm software
- Social media platforms use
- Multi-Channel support
- E-Commerce platform experience
- Canva design
- Photography & Video Editing
- Team collaboration
- Conflict resolution
Timeline
Customer Operations & Accounts Administrator
TotalEnergies
2026.03 - 2026.10
DEI Rep
ASOS
2024.03 - 2025.10
PX Hub & Talent Ambassador
ASOS
2022.09 - 2024.09
Mentor
ASOS
2022.09 - 2023.09
Customer Care Assistant
ASOS
2018.12 - 2020.09
Specialist Advisor
ASOS
2018.12 - 2025.10
Retail Assistant
Primark
2017.03 - 2018.12
BTEC Level 3 Diploma - Health and Social Care
Swakeleys School for Girls
9 2008 - 7 2013
Health and Social Care -
Swakeleys Sixth Form
9 2013 - 6 2015
Personal and Career Development Programme -
Spear
3 2016 - 4 2016