Zoe Holden
Bromborough,Wirral
Summary
Highly organised with a strong foundation in communication, strategic thinking, and leadership. Demonstrates exceptional attention to detail and problem-solving skills, whilst being skilled in team development and management. Committed to driving a sales team to reach their full potential in a fast paced environment.
Overview
25
25
years of professional experience
9
9
years of post-secondary education
Work history
Deputy Service Delivery Manager
Sensee LTD
Birkenhead, Wirral
09.2024 - Current
- Coordinated communication between departments to streamline operations and resolve issues.
- Facilitated workshops to promote best practices and share knowledge across teams.
- Streamlined service delivery processes for enhanced client satisfaction.
- Developed comprehensive operational strategies for improved efficiency.
- Instituted robust systems for tracking progress against key performance indicators.
- Managed client relationships to ensure satisfaction and address service-related concerns.
- Analysed service delivery metrics to identify areas for improvement and optimise workflows.
Sales Team Leader
The Contact Company (now Sensee LTD)
Birkenhead, Wirral
09.2016 - 09.2024
- Led daily operations of sales team to ensure effective performance and customer satisfaction.
- Consistently delivered KPI's in a proven sales team
- Developed training materials and conducted sessions to enhance team members' product knowledge and sales techniques.
- Communicated with client to implement promotional strategies that increased brand visibility and engagement.
- Monitored sales metrics and provided feedback to team members on a weekly/daily basis to improve individual and team performance.
- Facilitated regular team meetings to discuss goals, share best practices, and motivate team members towards achieving targets.
- Assisted in recruitment and onboarding processes to build a skilled and motivated sales team.
- Handled complex customer complaints gracefully, maintaining a positive company image.
Customer Service Advisor
The Contact Company (now Sensee LTD)
Birkenhead, Wirral
09.2015 - 09.2016
- Delivered exceptional customer service by addressing enquiries and resolving issues effectively.
- Assisted customers in navigating products and services to enhance overall satisfaction.
- Placed orders for sales and upsold/cross sold to customers based on their needs.
- Collaborated with team members to streamline processes and improve service efficiency.
- Maintained detailed records of customer interactions to support ongoing service improvements.
- Resolved escalated complaints with professionalism, fostering positive customer relationships.
- Self-motivated to achieve KPI's as well as working well within a team.
- Logged customer complaints accurately, expedited corrective actions effectively.
Deputy manager
Chris Pluck Bookmakers
Birkenhead, Wirral
08.2004 - 07.2011
- Dealt with customer facing challenges daily, ensuring customer satisfaction for repeat custom.
- Supported manager daily whilst completing their duties in their absence.
- Coordinated training sessions to upskill staff on new processes and compliance regulations.
- Addressed customer complaints promptly, improving customer satisfaction levels.
- Processed customer transactions efficiently whilst maintaining a friendly atmosphere.
- Balanced accounts accurately at end of each shift to ensure financial integrity.
- Trained new cashiers on operational procedures and customer service standards.
Customer sales assistant
Bonmarche
Birkenhead, Wirral
09.2000 - 08.2004
- Assisted customers in selecting products that best suited their needs and preferences.
- Processed customer transactions efficiently using point-of-sale systems.
- Maintained a well-organised sales floor by restocking merchandise and ensuring displays were appealing.
- Collaborated with team members to meet daily sales targets.
- Maintained shop floor cleanliness for an inviting shopping environment.
- Provided exceptional service, boosting repeat business rates.
- Provided exceptional customer service by addressing enquiries and resolving issues promptly.
Education
Diploma of Higher Education - Criminology
University of Chester
Chester, England 09.2003 - 08.2005
A-Levels - English Language, Psychology, Sociology and General Studies
Wirral Grammar School For Girls
Wirral 09.2001 - 08.2003
GCSEs - 10 GCSE passes ranging from A-C
Wirral Grammar School For Girls
Wirral 09.1996 - 08.2001
Skills
- Communication skills
- Strategic thinking
- Leadership skills
- Attention to detail
- Team development and management skills
- Active listening skills
- Problem-solving skills
Timeline
Deputy Service Delivery Manager
Sensee LTD
09.2024 - Current
Sales Team Leader
The Contact Company (now Sensee LTD)
09.2016 - 09.2024
Customer Service Advisor
The Contact Company (now Sensee LTD)
09.2015 - 09.2016
Deputy manager
Chris Pluck Bookmakers
08.2004 - 07.2011
Diploma of Higher Education - Criminology
University of Chester
09.2003 - 08.2005
A-Levels - English Language, Psychology, Sociology and General Studies
Wirral Grammar School For Girls
09.2001 - 08.2003
Customer sales assistant
Bonmarche
09.2000 - 08.2004
GCSEs - 10 GCSE passes ranging from A-C
Wirral Grammar School For Girls
09.1996 - 08.2001