Lauren Bird Email and Phone Number

- Managed a team of Customer Service Assistants in the B2C e-commerce business for Creed Fragrances UK across multi-channel communications and social media platforms- Implemented training protocols, introduced Zendesk software and web chat to streamline processes and meet business objectives focusing on support to customers- Provided customer service support and training to over 180 store based staff across the UK at department stores including Harrods, Selfridges, Harvey Nichols, John Lewis and high end boutiques- Managed the relationship with the third party distribution warehouse and courier service providers ensuring service-level agreements were met

- Implemented scheduled allocation of point of sale material to stores based on sales forecasts- Created and implemented a new process for staff product orders. Scheduled a set quarterly ordering system, moving away from a time consuming and expensive weekly process- Monitored stock on hand, breakage and incoming orders in order to recommend action to the Merchandising Manager- Liaised with suppliers and customers on stock levels, orders and delivery schedules- Communicated with stores to ensure they had sufficient point of sale material and packaging- Analysed usage of branded packaging in line with marketing strategy and events- Involved in the creation and order of new packaging materials including an eco friendly option for online orders- Performed weekly, seasonal and ad-hoc stock analysis and forecasting

6 Month Contract in NOTHS Customer Service Department- Multi-channel customer service agent, dealt with order queries, complaints and enquiries- Liaised between partners (sellers) and end-users to achieve best possible resolutions- Worked across departments to identify and resolve order issues- Monitored the customer journey and identified any issues with web order process and provided feedback received via social channels- Regularly updated CMS and ran daily reports to confirm that customer satisfaction scoreswere in line with the department KPI’s and targets- Analysed partners’ performance in line with company terms & conditions and governmentregulations

- Provided customer service and food and beverage service to the highest standards in the First Class, Business Class, Premium Economy & Economy Cabins on both long & short haul international flights- Regularly updated and maintained knowledge of emergency procedures and standard operating procedures; including safety, first aid and service patterns- Adapted to schedule changes, delays and cancellations at short notice

- Acted as PA to Branch Manager undertaking ad-hoc administration duties and diary management, event and travel bookings, arranging internal and external meetings- Prepared marketing information for both sale & rental properties including photography and copywriting, along with producing magazine and online advertisements- Processed rental reference checks, prepared documentation complying with legal requirements- Liaised with owners and contractors to organise urgent and scheduled property maintenance

- Provided exceptional customer service to exceed guest expectations, received frequent written customer compliments for my customer service and work ethic- Worked as a co-operative and enthusiastic team member- Conducted food & beverage services in both Economy and Business class cabins- Communicated effectively with other Cabin Crew, Flight Crew and Ground Staff- Regularly maintained my knowledge of emergency procedures and normal operating procedures; including safety, first aid procedures and service flows- Adapted to schedule changes, delays and cancellations at short notice

- General office duties including covering reception and general office administrative tasks- Created excel spreadsheets to maintain efficient and accurate document registers- Completed data entry and processing, along with the preparation of budgets and revenue reports- Assisted in the preparation of accounts to both clients and subcontractors- Liaised with both clients and subcontractors to maintain effective working relationships

- Provided guests with the highest level of customer service- Assisted with guest registration and departure, including luggage and vehicles- Received and updated reservations via phone, email and in person- Maintained and settled guest accounts, ensuring accurate cashiering- Assisted guests with queries related to the Hotel facilities and the city of Melbourne- Attend to incoming calls via the switchboard in a professional and polite manner- Conducted food and beverage service and preparation in the Executive Club Lounge- Maintained strict security procedures to ensure guest confidentiality and safety