Summary
Overview
Work history
Education
Skills
Certification
Timeline
AdministrativeAssistant
Sophie Anna Palermo

Sophie Anna Palermo

Farnborough,Hampshire

Summary

I am a responsible professional with experience in retail operations, personnel management, and customer service. Proven success in leading high-performance teams and developing customer-centric strategies to push sales and increase customer loyalty. Skilled at driving process and policy optimization, streamlining operations, and utilizing data-driven insights to increase efficiency.

Overview

11
11
years of professional experience
1
1
Certification

Work history

Customer service executive

everyLIFE Technologies
Farnborough
03.2024 - Current
  • Collaborated with other departments to ensure customer satisfaction.
  • Tracked customer information and concerns and entered data into database using Sales force
  • Provided continuous feedback on how to improve processes and customer satisfaction.
  • Answered questions and educated customers regarding products and services.
  • Followed up promptly on all unresolved cases from previous shifts.
  • Using systems such as Kibana, Jira, Json, Bugfender, helpdesk intercom
  • Focused on learning new skills and staying updated with industry changes.
  • Troubleshot minor problems and reported larger technical issues.
  • Worked with coworkers to complete tasks.
  • Responded quickly to meet customer needs and resolve problems.
  • Care certificate
  • Cyber safe
  • PASS for care app
  • Diagnsotics and data
  • Finance and Schedule
  • Reporting
  • Phones - Xelion
  • Demonstrated ability to manage multiple tasks while remaining adaptable and flexible.
  • Experienced with social media and communications platforms.
  • Committed to delivering excellent customer service while working in a fast-paced environment.

Store manager

Consol Tanning Limited
Farnborough
03.2020 - 02.2024
  • Addressed employee issues, performed corrective actions, and terminated employment when necessary.
  • Oversaw day-to-day store operations to foster efficient and profitable operations.
  • Set sales targets and budgets for team leads and employees to follow.
  • Leveraged new sales strategies to increase store revenue.
  • Stocked and organized products in storage spaces and retailshelves.
  • Created and distributed training materials to staff members.
  • Coordinated employee schedules according to availability andmade staffing adjustments to cover shifts.
  • Monitored customer service levels and implemented necessarychanges to improve customer satisfaction.
  • Interviewed and hired prospective employees according to teamneeds.
  • Tracked store inventory and ordered new products to preventshortages.
  • Arranged store cleanings and renovations during periods of lowcustomer traffic.
  • Monitored suppliers to efficiently provide needed goods andservices within budgetary limits.
  • Organized and guided activities such as sales promotionsrequiring coordination with other department managers.
  • Ensured compliance with all applicable laws, regulations, andpolicies across the organization.
  • Reviewed financial statements, sales reports, and otherperformance data to measure productivity.

Customer Service Representative

Danetti Furniture
Frimley
11.2018 - 03.2020
  • Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
  • Responded to telephone inquiries and complaints following standard operating procedures.
  • Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts.
  • Processed orders, returns, and exchanges in an accurate and efficient manner.
  • Developed strong customer relationships and loyalty through effective communication.
  • Followed up with customers regarding product functionality and overall satisfaction.
  • Handled customer complaints and inquiries in a courteous and efficient manner.
  • Investigated and researched issues to determine root causes and appropriate resolution methods.
  • Remained open to feedback from supervisor and peers to build and improve skills set.
  • Maintained logs and documentation to detail key information regarding incoming and outgoing calls.
  • Logged details of customer service calls in computer system following correct protocols.
  • Developed and maintained working knowledge of internal policies, procedures, and services to appropriately address customer issues.
  • Processed orders and detailed transaction information to customers.
  • Addressed customers courteously using suitable methods and problem-solving skills.
  • Claims - Actioning claims for damage, either during transportation or in the third-party warehouse during storage or handling
  • Liaising with Delivery company ensuring deliveries are booked or rebooked as necessary and documented accordingly
  • Having the knowledge of miss used and manufacturing defective furniture to resolve any issues as quickly and effectively as possible.

Crew Member/ Crew Trainer/ Shift Manager

Mcdonalds
Farnborough
10.2013 - 11.2018
  • Followed all safety and security procedures to reduce risks.
  • Placed orders into POS systems and handled cash and credittransactions.
  • Maintained knowledge of store menus to advertise promotionsand limited-time offers.
  • Trained new employees regarding company policies and foodpreparation procedures.
  • Processed customer refunds and exchanges.
  • Organized and stored ingredients according to schematics andexpiration dates.
  • Oversight and management of all activities within the store, acrossall shifts including overnight.
  • Maintenance of hourly checklists to ensure continuous monitoringof stock levels/cleanliness.
  • Co-ordination of further training for crew members to encouragedevelopment and increase confidence.
  • Monitoring of all store equipment and escalation of maintenance issuesScheduling.
  • Cashing up and reconciliation of tills, responsibility for safe.
  • Coordination of new starter orientations – online set-up, induction,training schedules
  • Stock maintenance, including delivery/collection of stock to/fromother stores where required and update of electronic records.
  • Handover responsibility ensuring the store was set up for the nextmanager and communicating any issues/resolution status.
  • Keeping on top of Sales and KRPS
  • Worked fast and accurately to meet customer needs and service goals.
  • Trained in food safety and hygiene practices.

Education

Diploma of Higher Education -

Mcdonalds Apprenticeship Programme
Farnborough, Hampshire

Diploma of Higher Education -

VTCT Level 1 Diploma In Hairdressing
Farnborough, Hampshire

GCSEs -

Cove Secondary School

Skills

  • Customer Service
  • Team Leadership
  • Time Management
  • Goals and Performance
  • Staff Training
  • Order Management
  • Staff Management
  • Sales Professional
  • Recruiting and Hiring
  • Security System Monitoring
  • Verbal and WrittenCommunication
  • Performance Review
  • Microsoft Excel
  • Microsoft Powerpoint
  • Microsoft Word
  • Jira
  • JSON
  • Kibana
  • Bug Fender
  • Xelion
  • Cyber Safe
  • Care Certificate

Certification

Award Of Excellence - Employee Of The Quarter (2017) Mcdonalds


Chris Pennington - Director Of Operations Award Of Excellence Employee Of The Quarter (2017)Mcdonalds


Best Studio Support for Staffing And Maintenance Certificate (2023)Consol Tanning Limited


Treating Customers Fairly Certificate (2019)

Clear Financial Consultants LTD


Achieving my personal best - Recognition Of Excellent Effort and Hard work In Design Technology (2012)
Cove Secondary School


Successfully Completing Work Experience placement at Boots The Chemist (2012)


Rebounding Leadership Award Level 1 Certificate Cove Secondary School


Edexcel BTEC Level 2 Extended Certificate In Applied Science (QCF) With Grade Pass (2013)
Cove Secondary School


Care Certificate

Elearning at work (2024)


CybSafe certification in security awareness (CCSA)

Cybsafe (2024)


Mental Health First Aid and Advocacy in the work place

Leicester College (2024)



Timeline

Customer service executive

everyLIFE Technologies
03.2024 - Current

Store manager

Consol Tanning Limited
03.2020 - 02.2024

Customer Service Representative

Danetti Furniture
11.2018 - 03.2020

Crew Member/ Crew Trainer/ Shift Manager

Mcdonalds
10.2013 - 11.2018

Diploma of Higher Education -

Mcdonalds Apprenticeship Programme

Diploma of Higher Education -

VTCT Level 1 Diploma In Hairdressing

GCSEs -

Cove Secondary School

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Sophie Anna Palermo