My main accomplishments and/or duties while in this role included: Providing support to clients in three fast-paced optical retail locations in a busy holiday destination Highly trained in various aspects of optical field to effectively assist clients with their medical needs Curating optical frames and sunglasses collections, from luxury brands such as Cartier and Tom Ford Delivering customer-focussed experience, from assisting medical needs to sales of luxury items Working as part of a small team in-store and as part of a wider optical distribution network in Malta Regular, effective communication with team and clients from wide range of cultural backgrounds

My main accomplishments and/or duties while in this role included: Providing seasoned expertise to 100+ agents in the customer care department Awarded ‘3 Hero 2020’, an annual recognition of excellence in embodying Three’s company values Receiving numerous ‘3Appreciates’ from colleagues as part of internal recognition program Compiling useful guides to train employees on various internal best practice processes during WFH Monitoring department KPI performance to ensure market-leading service level is maintained Working with other departments to launch the RPA bot, an automated credit application system Liaising with S2+ level engineering, logistics and finance sections to resolve escalated queries Offering innovative solutions to agents to help reduce churn and attract new customers

My main accomplishments and/or duties while in this role included: Participating in organisational restructuring, following Three Ireland’s 2015 acquisition of O2 Ireland Selected as part of the pilot group to provide customer service to Three customers from Ireland Ad-hoc point of contact, responsible for integrating new starts in the coaching bay Assisting with queries via telephone/webchat, adhering to desired handling time of 300 seconds Proficient use of MS Office programs (PowerPoint, Excel, Word, Outlook) and intranet systems Delivering high-quality customer care in a timely manner while complying with DPA procedures

My main accomplishments and/or duties while in this role included: Working in a large, fast-paced environment requiring confidence and assertiveness Various responsibilities, from packing in warehouse and shop floor to serving customers at tills Developing strong customer service skills interacting with public in consistently busy environment Worked long, flexible hours, often voluntarily covering shifts due to sickness and working overtime