First Response Centre case handling and claims assessment for a busy frontline department creatively providing assistance to customers in emergency situations overseas. Multi-tasking, sharp-thinking, teamwork and communication are key in this role, as a senior coordinator would be dealing with an average of 10 cases at a time, whilst taking inbound calls. I have been instrumental in the mentoring of new staff and in times of need, I have transferred & supported the claims department taking FNOL calls & settling claims. I am also responsible for running the informal complaints department & this entails logging, investigating & delivering informal complaints within FOS guidelines.

I was responsible for the line management of 7 team members. I was in charge of personnel, staff rotas, stock management, goods-in processes, marketing (mainly social media), windows & visual merchandising and a thorough knowledge of cash-office procedures. I had an excellent understanding of the EPOS computer system, Health & Safety at work and also product buying, regularly attending trade shows. I had a flair for getting the best out of my team and I am known for my great customer service, creativity, organisation, close attention to detail and commercial acumen. Calliope was the winner of the prestigious 'Best Newcomer Award' at The Great Gift Shops Awards in 2014 and under my guidance the Alton branch continued to excel in its field.

After leaving Waterstone's on maternity leave I chose not to return, instead focusing my efforts on my rapidly expanding family, whilst working in various part time roles. These included:- Administrative Assistant for Pearson's Estate Agency- Sales Assistant at Susie Watson Designs- Office Administrator at DB Curtains

After graduating I started working as a bookseller and within 18 months was promoted to Floor Manager. In 1998 I was promoted again to Assistant Manager and in 1999 we moved to new premises, which I helped co-ordinate. We were a successful Branch both in terms of regularly beating budget and also in a more personal sense with strong relationships forged with our customers and between the staff themselves. During this time I developed a great knowledge of bookshop retail operating principles, practices and procedures. My job itself entailed being in charge of personnel, staff rotas, payroll, stock management, author events and marketing and a thorough knowledge of the Cash Office. I also had training in our EPOS computer system, Health and Safety, Business Acumen, People Management, Stock buying, Managing Performance, Coaching Skills, Setting Budgets and Managing Change. I very much enjoyed working for Waterstone's, in particular dealing with the general public and using my book knowledge to assist customers. We regularly exceeded our sales targets.