Stephanie Marshall

(Secondary Role) Returns Administrator, 01/2026

• Managed faulty product returns for Grace & Co stores and the whole of the UK's authorised Nomination stockists, including Freepost Nomination, becoming first point of contact between Italy and customers.
• Maintained accurate records of large quantities of faulty product and replacements received, ensuring all adhered to warranty claims. Regularly updated database of retailer information and return processes.
• Coordinated with customer service teams for efficient handling of returned products to achieve timely resolution and credit recovery. Communicated directly with customers regarding return status.
• Monitored return trends and reported recurring product quality to suppliers, also noting on purchasing orders. Guaranteed customer satisfaction by checking quality of replacements before issuing.
• Streamlined returns process and brought 1 year backlog up to date within 2 months.

Purchasing Manager, 01/2025

• Successfully managed end-to-end procurement processes for numerous brands, including Pandora and Nomination, to ensure optimum stock availability for 13 outlets.
• Ensured adherence to budget constraints whilst managing purchasing orders, optimising financial resources utilisation.
• Streamlined purchasing processes by creating and updating store master bases of bestsellers for each brand for stock replenishment, reviewed seasonally and dependant on sales, and ordered accordingly.
• Analysed sales trends and historical data to develop demand forecasts to ensure product availability with strong consideration of seasonal demand whilst minimising shortages and excess inventory.
• Maintained a consistent supply chain by monitoring delivery timescale again forecast needs.
• Presented accurate monthly and annual categorised stockholding reports vs gross sales figures by brand to assess individual store performance and potential budget adjustments.
• Drastically reduced dormant company stock by closely monitoring inventory levels and implementing regular evaluations of slow-selling lines. Created sale lists and actioned stock moves across all outlets, dependant on individual store sales, to fully optimise stock and aid sell through of certain lines.
• Nurtured strong business relationships with domestic and international suppliers and liased closely with brand representatives in coordinating new product launches and selection based on forecasted bestsellers.
• Successfully identified opportunities for cost reduction through seasonal purchasing plans and negotiating payment terms.
• Developed a comprehensive understanding of market trends and customer demand, resulting in improved sourcing decisions.

Store Assistant Manager, 01/2022

• Experience of holding accountability for managing commercial performance of a store inclusive of managerial administration duties. Acted as Store Manager for extended periods, maintaining operational efficiency, staff management and customer satisfaction.
• Ability to accurately compile and interpret business data including monitoring and reporting gross sales and KPI figures. Coached and developed team to maximise potential and performance.
• Recognised for accurately completing stock takes ahead of deadlines. Managed deliveries, recorded invoices and ensured compliance with stock quality standards, promptly rectifying any issues.

Sales Assistant, 04/2021

• Commended for excellent time management and organisational skills, store presentation and flexibility. Worked across two stores during busiest sales period including visual merchandising and training staff.
• Regularly received positive customer feedback for outstanding service. Contributed to increased customer retention through relationship building and creating a knowledgable experience.
• Ability to effectively sell products and services including upselling and cross selling. Excellent track record of achieving KPIs and regularly within top 5 across all stores.

• Consistently maintained the highest standard of presentation to offer guests the best possible experience. Worked closely with accommodation owners to ensure expectations and personal preferences were met.

• Strong knowledge of operational needs and sense of awareness of where assistance is required. Adaptable and willing to offer support in different areas of the business.
• Ability to multi-task and work effectively under pressure whilst maintaining a positive, fast-thinking approach and performing duties efficiently and thoroughly.
• Demonstrated good customer knowledge by building rapport, personalising interactions and anticipating guest demands. Encouraged positive feedback for loyalty and business promotion.
• Assisted in crisis management and resolution of any issues or complaints with active listening, empathy and full engagement, ensuring high service standards.
• Goal focused and eager to exceed beyond expectation. Recognised for overachieving in regards to upselling, aided by willingness to learn and product research.

• Managed guest bookings and effectively worked to a tight schedule ensuring quick turnovers. Always desired to meet visitors needs with due attention and provide a memorable experience.

• Worked effectively as a team member to ensure the shop could meet customer demands during its busiest period (Snowdrop week accounted for about one quarter of the total visitor figure for the year).

• Established and nurtured personal pipeline of new customers as first point of contact as to win new business, expand customer base and develop customer loyalty through excellent customer service.
• Overachieved outbound call targets and prioritised leads to ensure global market reached daily, resulting in higher conversion rates.
• Efficiently documented daily work in lead development and successful sales on Salesforce platform.
• Proactively identified and solved customer objections by finding the right solution for each individual. Offered personal recommendations and met targets through effective membership up-selling techniques.
• Manually checked sales orders to ensure team accounted for all new paid customers.
• Participated in monthly group call listening and objection handling meetings. Worked collaboratively with team to achieve targets.

• Delivered world class customer service with dedication to working to the highest standard. Hosted at Chalet Grande Corniche which won prestigious award of 'Best Ski Chalet in France'.
• Managed the chalet in the manager's absence, becoming first point of contact between the company and guests. Ensured all queries answered and special requests met at the earliest opportunity.
• Researched guest preferences to devise individual guest portfolios. Delivered a 'wow' factor which provided a personal touch for each group of guests.
• Experience of working with external agencies and building relationships. Awareness that partnerships are essential in maintaining and improving local supplier relations.

• Initiated a high standard of presentation throughout the restaurant and ensured this was adhered to. Responsible for seasonal displays to keep environment visually engaging.
• Maintained service quality whilst managing the physical demands of ever increasing visitor numbers.
• Analysed customer feedback to improve satisfaction and increase revenue across catering outlets.
• Kept updated knowledge of product, seasonal promotions and events for customer engagement.
• Supported in planning and managing outside catering events.