Summary
Overview
Work history
Education
Skills
Interests
Timeline
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Zoe Russell

Zoe Russell

Benfleet,Essex

Summary

I am an organised and dependable employee . Conscientious and hardworking, successful at managing multiple priorities with a positive attitude. Offering excellent communication and good judgment to effectively meet both customer and business needs. A diplomatic Complaints Handler versed in addressing issues with tact and professionalism. I believe I have high emotional intelligence and actively listen to develop swift remediation. Focused and motivated to deliver top-level performance in a customer-centred environment, working solo or as part of a team.

Well presented, confident and outgoing , demonstrating empathy and good work ethics. I would like to further develop existing skills as well as learn new ones.

Overview

35
35
years of professional experience

Work history

Complaints manager

TFS Loans
Rayleigh, Essex
01.2018 - 10.2024
  • Formulated response letters to customers' complaints, maintaining positive brand image even in challenging situations.
  • Reviewed old unresolved cases periodically which resulted in closure of many pending issues.
  • Filtered out recurring complaints and presented them during monthly meetings which led to problem solving at root level.
  • Handled high volume of phone calls from irate customers calmly achieving peaceful conflict resolutions..
  • Improved customer satisfaction by resolving escalated customer complaints promptly.
  • Streamlining complaint logging processes resulting in quicker resolution times.
  • Updated senior management on significant complaints and resolutions regularly, ensuring transparency in operations.
  • De-escalated aggressive behaviour using effective conflict resolution techniques.
  • Expressed care, patience and empathy when handling customer interactions for personalised experience.
  • Owned end-to-end complaint handling and resolution in line with established procedures.
  • Communicated with customers politely, promptly and professionally.
  • Managed high-volume customer queries simultaneously through effective multitasking.
  • Offered personable and helpful service to exceed customer expectations and reach positive conclusion.
  • Documented customer interactions, following company policy and procedure in all engagements.
  • Served as first line of contact for customers filing complaints.
  • Responded to customer feedback within target timescales.
  • Adhered strictly to policies and procedures for continued company compliance.
  • Facilitated communication and collaboration across departments.

Accounts administrator

TFS Loans
Rayleigh, Essex
05.2012 - 01.2018
  • Managed financial records to ensure accuracy and compliance.
  • Simplified internal processes by implementing innovative administrative strategies.
  • Maintained up-to-date knowledge of company policies for smooth operations.
  • Streamlined data entry tasks for improved workflow efficiency.
  • Solved complex accounting problems, ensuring optimal business performance.
  • Assisted in audit preparation to meet regulatory standards.
  • Conducted bank reconciliations regularly to keep accounts balanced.
  • Ensured accurate record keeping, resulting in seamless audits.
  • Verified vendor invoices against purchase orders to prevent discrepancies.
  • Liaised with clients to manage account enquiries and update relevant data.
  • Maintained meticulous financial records, utilising accounting software to manage income and expenses.
  • Registered customer information on database to maintain accurate records.
  • Handled customer concerns and complaints to resolve issues and build loyalty.
  • Resolved escalated issues and liaised with clients to restore satisfaction and promote retention.
  • Kept business in compliance with internal controls, industry regulations and health and safety requirements.
  • Enforced service standards to maintain establishment reputation for excellence.

Waitress Part time

Mitchells & Butlers
Rayleigh, Essex
08.2008 - 01.2012
  • Enhanced guest satisfaction through attentive and prompt service.
  • Served meals and drinks with professionalism and skill, maintaining high presentation and quality standards.
  • Maintained excellent level of service in busy and demanding restaurant environment.

Waitress Part time

Mitchells & Butler
Wickford, essex
01.2006 - 12.2006
  • Improved customer satisfaction by providing efficient and friendly service.
  • Maintained clean and organised dining area for customer comfort.
  • Maintained excellent guest satisfaction by providing attentive, proactive and helpful service.

Hotel manager

Intercontinental Hotels Group (IHG)
Rayleigh, Essex
01.2001 - 06.2005
  • Ensured pristine room conditions to enhance guest comfort.
  • Collaborated with sales team to maximise room occupancy rates.
  • Conducted regular property inspections to maintain high standards of cleanliness and repair.
  • Coordinated front desk operations, ensured smooth guest experiences.
  • Prioritised guests' needs, elevated overall satisfaction levels.
  • Responded promptly to customer complaints ensuring swift resolution and customer retention.
  • Maintained compliance with health and safety regulations within the premises.
  • Directed staff schedules and rosters, optimising workforce efficiency.
  • Managed customer service interactions, addressing concerns and preserving positive experiences.
  • Recruited and onboarded new staff to meet performance standards.
  • Enforced health and safety procedures to prioritise staff and customer wellbeing.
  • Led by example, embodying positive work ethic and motivating staff for peak performance.
  • Adhered to company policies and brand standards to support outstanding guest experiences.
  • Conducted staff appraisals and evaluations, fostering continuous improvement and development.
  • Facilitated team meetings, promoting open communication and collaboration.
  • Executed emergency response protocols for safe, secure and compliant environment.
  • Oversaw front desk operations and trained team to handle high volume work with professionalism and accuracy.
  • Forecasted occupancy demand and monitored staff availability to create balanced, cost-effective shift schedules.
  • Recruited high-performing hospitality staff, onboarding with appropriate training.
  • Managed hotel budgets through careful planning and business strategy.
  • Maximised occupancy rates by optimising reservation and housekeeping processes.
  • Coached front of house teams in delivering smooth, professional reception services.
  • Used customer satisfaction survey findings to address improvement areas.
  • Assessed labour needs, driving strategic recruitment for adequate staffing levels during busy periods.
  • Led team to deliver exceptional customer service for enhanced reputation.

Deputy general manager

Mitchells & Butlers
Rayleigh, Essex
07.1999 - 01.2001
  • Reduced operational inefficiencies by streamlining workflow processes.
  • Implemented effective staff training programmes for improved performance.
  • Achieved higher productivity with rigorous time management strategies.
  • Boosted team morale through effective communication and feedback systems.
  • Managed daily operations for smooth restaurant functioning.
  • Streamlined staff rotas to optimise efficiency.
  • Enhanced customer satisfaction by addressing and resolving complaints promptly.
  • Trained new team members, enhanced service quality.
  • Ensured compliance to health and safety regulations for safe dining environment.

Restaurant manager

Mitchells & Butlers
Colchester, Essex
07.1996 - 07.1999
  • Managed daily operations for smooth restaurant functioning.
  • Streamlined staff rotas to optimise efficiency.
  • Enhanced customer satisfaction by addressing and resolving complaints promptly.
  • Increased table turnover rate with efficient floor management.
  • Trained new team members, enhanced service quality.
  • Cultivated a positive work environment by fostering team spirit amongst staff.
  • Conducted regular inspections for adherence to food hygiene norms and standards.

Store manager

Adams Childrenswear
Ilford, Redbridge
11.1994 - 03.1996
  • Ensured high levels of customer satisfaction with proactive interaction and prompt issue resolution.
  • Boosted store's reputation for excellence through meticulous upkeep, product presentation and customer service.
  • Managed staff rosters, ensuring adequate coverage during peak times.
  • Led training sessions for new employees, equipping them with necessary skills and knowledge.
  • Maintained an organised stock room for easy accessibility of goods.
  • Implemented promotional displays to increase product visibility and sales.
  • Upheld health and safety regulations within the premises to ensure a safe shopping environment.
  • Monitored inventory levels consistently to avoid stock shortages or overages.
  • Collaborated with upper management in strategic planning, contributing valuable insights from ground level operations.
  • Conducted performance appraisals for staff members, providing constructive feedback and identifying areas for improvement.
  • Oversaw business staffing and training, building successful, customer-focused team.

Assistant store manager

The Sweater Shop
West Thurrock, Thurrock
09.1993 - 11.1994
  • Enhanced customer service by training store staff on product knowledge and sales techniques.
  • Facilitated smooth operation with effective scheduling and task delegation.
  • Aided in loss prevention efforts; ensured security measures were adhered to throughout the store.
  • Handled employee concerns discreetly; fostered healthy working environment.
  • Completed administrative tasks such as generating reports on sales trends, losses or thefts without delay or errors.
  • Provided assistance during peak trading hours, kept checkouts moving quickly whilst maintaining excellent customer service levels.
  • Assisted in recruitment process to build a high-performing retail team.
  • Attended to customer needs promptly, leading shop teams by example.
  • Mentored staff on handling and resolving customer concerns.
  • Monitored stock levels and ordered popular items to meet customer demand.

Management trainee - Retail business development

Debenhams plc
Southend-on-Sea, Essex
09.1989 - 09.1993
  • Developed leadership skills for improved project execution.
  • Utilised comprehensive training to enhance problem-solving abilities.
  • Implemented innovative ideas, fostering creativity within the team.
  • Led multiple projects successfully from conception to completion.
  • Ensured compliance with company policies and regulations, promoting a healthy working environment.
  • Gained skills, knowledge and experience working across various departments including production, marketing and operations.
  • Worked closely with mentors to enhance leadership and managerial skills.
  • Assisted with day-to-day operations and completed assigned management tasks.
  • Executed tasks across departments, gaining practical experience in diverse operational functions.
  • Engaged in cross-functional activities to gain exposure to various aspects of business.
  • Liaised with managers, supervisors and other senior staff, communicating clearly and concisely.
  • Learned about conflict resolution and shadowed management completing disciplinary hearings.

Education

NVQ Level 2 - Understanding Adverse childhood experiences

North Warwickshire & South Leicestershire College
Leicestershire

A-Levels - Retail Business management

City And Guilds
London

GCSEs - English Literature

Eastwood Secondary School
Essex

GCSEs - English Language

Eastwood Secondary School
Essex

GCSEs - Maths

Eastwood Secondary School
Essex

GCSEs - ART

Eastwood Secondary School
Essex

GCSEs - History

Eastwood Secondary School
Essex

GCSEs - Geography

Eastwood Secondary School
Essex

GCSEs - Science

Eastwood Secondary School
Essex

Skills

  • Interpersonal aptitude
  • Service-Oriented attitude
  • Complaint analysis
  • Constructive feedback giving
  • Complaint classification
  • Quality assurance procedures
  • Professionalism
  • Assertiveness
  • Record keeping and reporting
  • Call handling expertise
  • Empathy and compassion
  • Attention to Detail
  • Motivational
  • Financial administration
  • Compliance understanding

Interests

I love being outdoors and travelling especially near a beach and the sea I enjoy reading and gardening when I get the time Family time is very importantI

Timeline

Complaints manager

TFS Loans
01.2018 - 10.2024

Accounts administrator

TFS Loans
05.2012 - 01.2018

Waitress Part time

Mitchells & Butlers
08.2008 - 01.2012

Waitress Part time

Mitchells & Butler
01.2006 - 12.2006

Hotel manager

Intercontinental Hotels Group (IHG)
01.2001 - 06.2005

Deputy general manager

Mitchells & Butlers
07.1999 - 01.2001

Restaurant manager

Mitchells & Butlers
07.1996 - 07.1999

Store manager

Adams Childrenswear
11.1994 - 03.1996

Assistant store manager

The Sweater Shop
09.1993 - 11.1994

Management trainee - Retail business development

Debenhams plc
09.1989 - 09.1993

NVQ Level 2 - Understanding Adverse childhood experiences

North Warwickshire & South Leicestershire College

A-Levels - Retail Business management

City And Guilds

GCSEs - English Literature

Eastwood Secondary School

GCSEs - English Language

Eastwood Secondary School

GCSEs - Maths

Eastwood Secondary School

GCSEs - ART

Eastwood Secondary School

GCSEs - History

Eastwood Secondary School

GCSEs - Geography

Eastwood Secondary School

GCSEs - Science

Eastwood Secondary School

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Zoe Russell