Utilising specialised resources to support the development of the English language in a Japanese clientele. This includes monitoring and providing support with reading comprehension, confidence in public speaking and speaking confidently in English and appreciating and understanding cultural differences and influences within writing styles.

Initially I joined Delitalia as a sales office executive within the head office, my role consisting of inbound/outbound order taking via telephone and email channels. Orders are taken utilising a specialised bilingual system. As an Italian company, product descriptions are mixed between Italian and English, and a large percentage of the customer base are Italian speaking as a first language. This makes active listening, tailored customer service, product and system knowledge and adaptability to be essential to the role. During busy periods, the role can be fast paced and switching between incoming and outgoing call dialogues, handling multiple calls and emails and managing customer complaints can be demanding. Accuracy, remaining calm and focused in pressurised situations and effective time-management are all required skills.After proving myself capable and willing to take on more responsibilities and dedicating quiet periods and breaks to self-training, my role has adapted to include the creation of, distribution and delivery of training materials to other sales office members. This includes training new members to the sales team on system use, product knowledge and customer care. My role has also been adapted to include the management of enquiries and potential customers, from first contact, through the process of quotation, negotiation, follow-up and setting up an account for first sale. I have also recently been more involved with the purchasing team, supporting them with stock management and liaising with sales, purchasing and the warehouse team to improve service to customers by combining the use of the company system with Microsoft packages such as Excel for the management of stock reports.

Providing administration, business development and marketing support to TAG Site Services, a Sub-Contractor providing temporary electrics and water to the construction industry. Within a few months of employment, my position was adapted to estimator. Despite no prior training or experience, I adapted quickly to the role, managing multiple contracts simultaneously whilst continuing my administrator tasks. I worked with many high-profile contractors on many nationwide projects.

Combining my previous experience in both sales and customer service, my position as a Retentions and Upgrades specialist for Vodafone's Web-Chat team was an ideal opportunity for me to gain knowledge of thriving in a high-pressure, fast-paced sales environment. I consistently held the highest conversion and NPS across the campaign and over-performed on targets, regularly achieving the highest number of KPI's hit within my team. This contributed to being awarded the Rising Star Award after nominations by my Manager and Operations Manager, only 4 months into my employment. Training material that I created during quiet periods and breaks, was used by our team to train new employees on the web-chat department, and was also adapted slightly for use on other campaigns within the centre.

Taking inbound orders via telephone, email and website channels. Ongoing management of stock within the warehouse. This role honed my skills in taking the initiative and fact-finding based on the customer’s needs, as often, customers were only able to describe the bearing sizing or purpose and it was my responsibility to source and offer appropriate products.

Conducting quality assurance audits on tutor/assessor files, ensuring that established standards were adhered to and that each service user accessed the service equally and fairly. This position relied heavily on attention to detail, following up on inconsistencies and accurate record-keeping. All associated administration tasks including file management and managing inbound calls and emails. Whilst working with Future-Wize, I completed certificates in Telephone Training, Training in Equality & Diversity Issues and a Safe Learner Award.

Working as part of a team and adapting to different team members, establishments and allocated areas to ensure that the bar runs efficiently and effectively during service. Developing customer awareness to ensure that all customers were served in a timely manner, as close to the order in which they approached the bar as possible and with the correct items. In an environment that is regularly loud and chaotic, active listening skills are a necessity to ensure that the products and services provided are as requested. Working well under pressure in difficult and challenging environments or whilst managing potentially difficult customers, learning how to appropriately diffuse or manage risk situations. Interacting with a diverse range of people. encouraging them to enter the establishment, upsell or try a promotion item.

As a crew member, my role consisted of alternating between the front of house and kitchen areas, developing resilience and adaptability to cater to business needs and customer demand. Operating and maintaining restaurant equipment whilst adhering to company policies, safety expectations and standards. Communicating effectively with a diverse range of people within a team to provide excellent customer service and to effectively prioritise workload during busy periods.