Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tayla Jade Pendleton

Southport

Summary

Dedicated customer service professional with over three years of experience at REFY, Luxe Collective, and Oh Polly. Proficient in platforms like Zendesk, Shopify, and Gorgias, I excel in fast-paced environments, ensuring customer satisfaction and achieving first-contact resolution. Proven track record in driving customer loyalty and generating sales whilst securing positive reviews from customers. I am eager to bring mDedicated customer service professional with over three years of experience at REFY, Luxe Collective, and Oh Polly. I am proficient in platforms such as Zendesk, Shopify, and Gorgias, and I excel in fast-paced environments by ensuring customer satisfaction and achieving first-contact resolution. I have a proven track record of driving customer loyalty and generating sales while securing positive reviews from customers. I am eager to apply my expertise to new challenges and grow within the retail and fashion industry.y expertise to new challenges and grow within the retail and fashion industry.

Overview

2
2
years of professional experience
9
9
years of post-secondary education

Work History

Customer Service Representative

REFY
Manchester
09.2024 - 01.2025
  • Served as the first point of contact for customer inquiries via email and live chat, delivering exceptional service in line with brand guidelines.
  • Consistently exceeded daily performance targets, and although the role was not sales-driven, my exceptional customer service contributed to a 15% increase in sales and improved customer retention.
  • Resolved delivery and payment issues with couriers and third-party warehouses.
  • Maintained high service standards, earning positive Trustpilot reviews and contributing to a 10% score increase.
  • Managed return approvals, refunds, and fraud prevention through Shopify.
  • Identified customer feedback trends and reported insights to the wider team.
  • Accountable for own target performance and reporting back all daily stats to the Customer Service Manager.
  • Reviewed and approved product reviews, ensuring brand reputation and customer satisfaction.

Customer Care and Sales Assistant

Luxe Collective
Burscough
02.2024 - 06.2024
  • Responded to customer inquiries across email and social media, maintaining high satisfaction.
  • Managed delivery investigations and payment resolution
  • Supported conversion rates by providing detailed product insights

E-commerce Customer Service Advisor

Oh Polly
Bromborough
10.2022 - 02.2024
  • Delivered exceptional service through Zendesk, ensuring a seamless customer experience
  • Achieved Trust pilot score improvement with 30+ 5-star reviews
  • Exceeded email response targets while managing live chat interactions

Education

BsC - Psychology

Liverpool John Moores University
09.2015 - 05.2018

A Levels - Applied Science - Grade A, Mathematics - Grade B, Psychology - Grade B

Christ the King Sixth Form
09.2013 - 03.2015

11 GCSEs - Grade A - C

Greenbank High School
09.2008 - 05.2013

Skills

  • Communication (written and verbal)
  • Problem-solving
  • Analytical and resourceful
  • Attention to detail
  • Time management
  • Customer satisfaction

Timeline

Customer Service Representative

REFY
09.2024 - 01.2025

Customer Care and Sales Assistant

Luxe Collective
02.2024 - 06.2024

E-commerce Customer Service Advisor

Oh Polly
10.2022 - 02.2024

BsC - Psychology

Liverpool John Moores University
09.2015 - 05.2018

A Levels - Applied Science - Grade A, Mathematics - Grade B, Psychology - Grade B

Christ the King Sixth Form
09.2013 - 03.2015

11 GCSEs - Grade A - C

Greenbank High School
09.2008 - 05.2013
Tayla Jade Pendleton