Advised customers on products, addressing needs and helping them make informed choicesProvided consultation for buyers with cricket stock, advising on product choices and market suitabilityLed day to day running of department, assigning tasks, helping train staff and ensuring work was completed

Winter• Drive recruitment for up to 200 Snow School instructors during the seasonal change-over. Responsible for ensuring that they are onboarded, submit availability and have their schedules built by the start of the winter season.• Conduct day to day HR and administrative duties for Snow School instructors during the winter season, such as processing payroll and pay increases, hiring and terminating staff, conducting disciplinary procedures and managing schedules.• Complete day-to-day supervisory tasks such as helping guests check in for their lessons and dealing with any queries they may have.• Developed and rolled out online lesson bookings for the Winter 21/22 season to streamline the guest experience with Snow School and substantially cut call waiting times in Guest ServicesSummer• Responsible for day-to-day running of the Mountain Adventures Department, ensuring smooth running of zipline tours, High Ropes tours and Eye of the Wind drop-ins.• Developed COVID-19 safe procedures for the department to help get guests geared up while maintain safe distances and minimizing the risk of transmission.• Responsible for training and developing staff on safe and proper techniques for zipline guiding. Further train a select number on how to perform zipline course repairs and maintenance to help sustain a safe zipline circuit.

• Absorbed a lot of factual information in order to provide clients with information to help them make informed and confident investment choices• Processed instructions and resolved issues and complaints for clients. Received direct compliments from guests for my service as well as consistently scoring well in customer, post-interaction reviews.• Created my own learning materials that the company subsequently adopted to help the future training of new staff.• Transferred clients to and corresponded with other departments daily

• Promoted to Team Lead (Summer and Winter) after one summer and one winter season. This came with supervisory responsibilities, such as closing down the department in the evenings.• Led zipline tours in the summer in a safe yet fun environment. Learnt to tour/project management by balancing the aspects of having fun and keeping to a time plan• Aided in the development and training of Zipline guides, Eye of the Wind Guides and Rental Technicians as a Team Lead/Lead Guide• Developed sales technique through upselling High-Performance skis and snowboards. Set departmental record for most up-sales in one month. Achieved an increase of over 1000% in the first month of the winter season 16/17. Reached projected seasonal sales for High Performance snowboards within 2-3 months.

• Specialist in Wall Art, Lighting, Kitchenware and Small Electrical products. Had to absorb vast quantities of knowledge regarding stock levels, services and practical advice.• Successfully use KPI’s and comparative sales figures for trading periods to improve departmental standings against other branches in the division.• Helped with the training of new staff from teaching product knowledge to cash handling procedures.• Successfully managed annual stock take for Home and Gifts department. Developed management skills through delegation of tasks and taking the lead role on the project.• Providing cover for managers when they were off the shop floor – ensuring all tills are manned, there are staff on the floor able to help customers and dealing with customer complaints/queries