Sophia Elliott
Southampton,Hampshire
Summary
I am a customer-focused professional with experience delivering high standards of service in fast-paced environments. I monitor KPIs, identify opportunities for improvement, and take a proactive approach to resolving issues to enhance the overall customer experience.
I have strong experience in team communication, compliance, health and safety, and operational management, alongside coordinating contractors and supporting continuous improvement. I am passionate about developing people, improving customer journeys, and creating a positive experience for both customers and colleagues.
Overview
9
9
years of professional experience
Work History
Delivery Supervisor
Booker
07.2026 - Current
- Coordinated delivery routes across multiple locations to hold clear operational responsibility.
- Owned customer delivery updates to improve transparency and service confidence.
- Delivered health and safety briefings to uphold required legal standards.
- Reviewed vehicle compliance against safety regulations to strengthen audit readiness.
- Managed invoice processing and refund decisions to maintain financial control accuracy.
- Resolved customer queries and complaints by directing clear communication and follow-up.
- Health and safety Representative
12-1900
12-1900
12-1900, 12-1900
01.2023 - Current
12-1900
PM Warehouse Manager
DPD Group
Southampton
09.2021 - 01.2023
- Improve depot outcomes by meeting health and safety targets and cost objectives.
- Strengthen compliance by completing driver checks on licences and tachograph infringements.
- Reduce disruption by completing linehaul and random security checks on routes.
- Maintain workforce continuity by managing holidays, sickness, and training schedules.
- Conducting random security checks
Sortation Shift Manager
DPD Group
Bournemouth
09.2020 - 09.2021
- Ensuring Confirmed At Depot percentage is achieved
- Completing team talks
- Monitoring "parcels per person" are being hit hourly
- Achieving all Depot Objectives relating to Health and safety, productivity are reached
- Managing staff holidays, sickness, resourcing agency workers when required.
Customer Service Advisor
DPD Group
09.2018 - 09.2020
- Answer any queries with relation to a delivery status, and supplying Proof of Delivery
- Carrying out thorough investigations for missing parcels and resolving delivery disputes
- Working with management to reduce customer complaints
- Providing feedback to drivers to ensure compliant deliveries were made
- Using Saleforce to update quiries
Compliant Handler
Reed Talent Solutions
01.2018 - 09.2018
- Managed customer complaints through effective communication and problem resolution, ensuring customer satisfaction.
- Engaged with customers to identify needs, improving service delivery based on insights gained.
- Supported service time and quality objectives, contributing to overall service excellence.
Education
Emergency First Aid
St John's Ambulance
01-2026
Fire Marshal
St John's Ambulance
01-2026
IOSH - Managing Safety at DPD
DPD
2024
NVQ Level 3 - Health and Social Care (Adults)
Cache
01-2015
NVQ Level 2 - Employment Rights and Responsibilities in Health, Social Care or Children and young People's setting
Cache
01-2015
NVQ Level 2 - Functional Skills in Mathematics
City & Guilds
01-2015
NVQ Level 2 - Functional Skills qualification in English
City & Guilds
01-2015
Certificate III in Tourism
TAFE Queensland
2011
Certificate III in Events
TAFE Queensland
2011
Skills
- Team leadership and oversight
- Performance assessment
- Risk mitigation strategies
- Audit compliance
- Investigation reporting
- Policy compliance
- Efficiency optimization
- Dependability and reliability
- Conflict resolution
- Logistics coordination
Timeline
Delivery Supervisor
Booker
07.2026 - Current
12-1900
12-1900
01.2023 - Current
PM Warehouse Manager
DPD Group
09.2021 - 01.2023
Sortation Shift Manager
DPD Group
09.2020 - 09.2021
Customer Service Advisor
DPD Group
09.2018 - 09.2020
Compliant Handler
Reed Talent Solutions
01.2018 - 09.2018
Emergency First Aid
St John's Ambulance
Fire Marshal
St John's Ambulance
IOSH - Managing Safety at DPD
DPD
NVQ Level 3 - Health and Social Care (Adults)
Cache
NVQ Level 2 - Employment Rights and Responsibilities in Health, Social Care or Children and young People's setting
Cache
NVQ Level 2 - Functional Skills in Mathematics
City & Guilds
NVQ Level 2 - Functional Skills qualification in English
City & Guilds
Certificate III in Tourism
TAFE Queensland
Certificate III in Events
TAFE Queensland