Toni James
Newcastle Upon Tyne,County Durham
Summary
Highly accomplished Customer Service Representative with a proven track record in building strong customer relationships and driving sales. Dedicated to providing exceptional support to demanding clientele, with a passion for exceeding expectations and consistently improving performance metrics. Additionally, a compassionate professional with a keen understanding of animal behaviour, adept at addressing their needs and organizing exercises to ensure their well-being. Demonstrates calmness and composure in managing emergency situations.
Overview
17
17
years of professional experience
Work history
Enrolment Advisor
The National Learning Group
11.2023 - Current
- Handle customer enquiries promptly and professionally, consistently exceeding satisfaction KPIs.
- Build rapport with new and existing customers to boost client retention.
- Interacted and engaged with customers, providing guidance and expert advice to influence purchase decisions.
- Communicate courteously with customers by telephone and email.
- Explain services available to customers and offered advice on selections.
Senior Sales Representative
City Sight Seeing
Gozo, Malta
01.2015 - 10.2023
- Interacted and engaged with customers, providing guidance and expert advice to influence purchase decisions.
- Listened to customer needs and preferences to provide targeted advice, increasing sales opportunities.
- Performed daily opening and closing functions and inventory management.
- Guaranteed high levels of customer satisfaction through product knowledge and attentive service.
- Completed customer orders with speed and accuracy.
- Displayed energy and enthusiasm in fast-paced environment.
- Trained and mentored junior representatives to meet and exceed individual sales targets.
Manager
Exotic Pet Refuge
01.2012 - 03.2014
- Responsible for National Fundraising, Sponsorship and Public Presentations
- Supervision of all volunteer staff and work experience students
- Sole point of contact for Customer Relations
- Narrator of all tours for general public
- Management of website and social media pages.
- Ensured enclosures and facilities were maintained to the highest possible standards.
- Upheld outstanding levels of animal care and welfare.
- Managed the hands-on day-to-day husbandry of over 400 exotic animals
Farm Park Manager
Blackberry Farm
01.2009 - 01.2012
- Solely responsible for overseeing day to day running of establishment
- Sale of farm animals, associated merchandise and Customer Care
- Educational presentations to the general public
- Accountable for staff supervision and timetables
- Responsible for marketing, management of website & social media.
- Socialised animals through supervised interactions with humans and other animals.
- Managed daily care routines for animals, including feeding and grooming.
Sales Assistant
Peacocks Ltd
04.2007 - 12.2008
- Retail sales and 'Customer Service'
- Processing of customer payments
- Shop floor & window display
- General stock control.
Education
Higher National Diploma - Animal Management
GCSEs - English, Mathematics, Science, ICT, Spanish, Music, Photography, Expressive Arts
Skills
- Consultative sales
- After-sales customer service
- Time management
- Communication skills
- Problem-solving
- Leadership
- Dispute resolution
- Payment collection
- Customer care
References
References available upon request.
Personal Interests
My passions are my family, my work and nature. I firmly believe the ordered integration between professional and personal life provides a sustainable and harmonious backdrop. Over recent years I find myself absorbing the psychology and retrospective understanding of motivational success. In my spare time, I enjoy spending time with my family out in the countryside, reading and watching documentaries.
Timeline
Enrolment Advisor - The National Learning Group
11.2023 - Current
Senior Sales Representative - City Sight Seeing
01.2015 - 10.2023
Manager - Exotic Pet Refuge
01.2012 - 03.2014
Farm Park Manager - Blackberry Farm
01.2009 - 01.2012
Sales Assistant - Peacocks Ltd
04.2007 - 12.2008
Hartpury College - Higher National Diploma, Animal Management
Wales High School - GCSEs, English, Mathematics, Science, ICT, Spanish, Music, Photography, Expressive Arts
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