As a Service desk analyst I had to provide technical support to customers and employees. In my role I handled technology duties such as software installation, troubleshooting and maintaining computer health. Additionally I responded to phone calls, emails, live chats and other communications.

• Delivering consistently exceptional customer service and ensuring a great customer journey, resolvingcomplaints and issues when necessary.• Ensuring compliance with the following;• Health and Safety procedures• Responsible Gambling and Self-Exclusion Guidelines• Security procedures• Maintaining high shop standards, taking pride in the shop and ensuring all colleagues adhere to thecompany uniform policy.• Ensuring the shop is clean and a shop tidy is completed at regular interviews when on duty.• Ensuring the Customer Service Assistants understand the company’s product offering, both in shopand online to enable them to have confident conversations with customers.• Supporting the Shop Manager with the training and development of the Customer Service Assistants.• Having commercial awareness and understanding how they can personally impact the shop’sprofitability.

• Work independently• Contact prospects and prioritise diary to achieve appointments and meet targets• Work productively and effectively• Keep self-motivated and build effective relationships internally and externally• Use and understand our bespoke booking system and be IT literate.• Attend training on a regular basis to maintain product knowledge• Experience of working in a target driven sales environment• Customer focused with excellent communication skills and telephone manner• Ability to persuade and negotiate• Ability to work well under pressure and by yourself• Ability to organise and prioritise own workload• Excellent administration skills• Flexible on travel to multiple different sites

• Leading, developing and training the team so they are able to deliver consistently exceptional customerservice. Ensuring a great customer journey and resolving complaints and issues when necessary.• Ensuring compliance with the following;• Health and Safety Procedures• Responsible Gambling and Self-Exclusion Guidelines Security Procedures• Think 21• Cost Control• Maintaining high shop standards, taking pride in the shop and ensuring all colleagues adhere to thecompany uniform policy and focus on shop cleanliness.• Responsible for ensuring the shop is cleaned on a regular basis and tidy at all times.• Building a strong shop team through effective recruitment, induction and ongoing training anddevelopment.• Managing the shop team, to ensure strong performance, high attendance levels and appropriateconduct.• Developing the shop team in their current role, and supporting development for those with potentialfor future roles within the business.• Encouraging the shop team to understand the company’s product offering, including in shop and online,to enable them to have confident conversations with customers.• Managing all shop controllable costs within the agreed budget. Ensuring the team has commercialawareness and understanding how they can personally impact the shop’s profitability.• Managing the shop’s profit and loss account. Effectively managing the shop’s rota to ensure the shopis resourced correctly, operates within the optimum hours allocated and is in line with the WorkingTime Directive.• Managing any absence calls efficiently, utilising the most cost effective resource to resolve.• Ensuring annual leave is proportioned fairly across all colleagues

Coral - WoolwichSeptember 2017 to December 2018•Delivering consistently exceptional customer service and ensuring a great customer journey, resolvingcomplaints and issues when necessary.•Ensuring compliance with the following;•Health and Safety procedures•Responsible Gambling and Self-Exclusion Guidelines•Security procedures•Maintaining high shop standards, taking pride in the shop and ensuring all colleagues adhere to thecompany uniform policy.•Ensuring the shop is clean and a shop tidy is completed at regular interviews when on duty.•Ensuring the Customer Service Assistants understand the company’s product offering, both in shop andonline to enable them to have confident conversations with customers.•Supporting the Shop Manager with the training and development of the Customer Service Assistants.•Having commercial awareness and understanding how they can personally impact the shop’sprofitability.

* Route planning using Hand held device, scheduled in the most efficient manner in order to meet dailytargets. * dealing with customers in a polite & professional manner at all times. * walking & driving in all type of weather conditions. * self driven employment, so ensuring the sufficient amount of hours per day was put in to process.* use of HHU (Hand held units) entry/edit/delete current days to update any changes within the residencemeter. *risk assessed in every property visited before making an approach *ability to identify any fault or signs of damage on meters. * bonding with customers to ensure they are providers the best available service, also alternative actionsto comfort their needs. E.g. may only be 1 meter in property where records show 2, how to inform supplier to change data.Record data on hhu. Another may be height of meter may be too high for customer, how to requestmeter movement from supplier. * greeting & ensuring customer felt their very best at all times entering property & leaving their premises. * Constant phone communication ensuring work has been safely completed, taking lunch, no risks weremet & safely signing off.

Merchandising shop* Attending deliveries (stock & assisted fuel deliveries)* Operating tills & Serving customers* Manually recording pump/jet wash/ air & vacuum meters* Maintaining a safe secure neat & tidy stock room* Stock control & Gap Checking* Maintain very high standards for the store* Continuously providing excellent customer services in order to help the store to achieve sales, profitand its targets* Cash handling* Adapting quickly and efficiently to different situations* Development, maintenance and retention of customer relationships.* Informing customers of all the latest products.* Promoting products and services* implementing agreed promotional activities

Merchandising shop* Stock taking* Operating tills & Serving customers* Maintaining a safe secure neat & tidy stock room* Stock control & Gap Checking* Maintain very high standards for the store* Continuously providing excellent customer services in order to help the store to achieve sales, profitand its targets* Cash handling* Adapting quickly and efficiently to different situations* Development, maintenance and retention of customer relationships.* Informing customers of all the latest products.* Promoting products and services* implementing agreed promotional activities

Responsibilities* Stock taking* Operating tills & Serving customers* Maintaining a safe secure neat & tidy stock room* Stock control & Gap Checking* Maintain very high standards for the store* Continuously providing excellent customer services in order to help the store to achieve sales, profitand its targets* Cash handling* Adapting quickly and efficiently to different situations* Development, maintenance and retention of customer relationships.* Informing customers of all the latest products.* Promoting products and services* implementing agreed promotional activities

* Administrative Duties, typing letters, photocopying and filing* Interacting directly with potential, new and existing clients* Answering Incoming Telephone calls & Making outgoing Telephone calls* Maintaining a balance Check and an accurate filing system* Providing general advice to clients* Handling appointments and memos* Posting and Banking* support the overall office* Accurately updating administrative records* Resolving face to face, telephone and email queries quickly and to completion.* Accurately and promptly processing documentation* Maintain a clean and tidy work environment, adhering to the secure waste procedures

School Work Experience related taking a step into Administrator sector I gained good skills in the following sectors: - Administrative Duties, typing letters, photocopying and filing documents- Answering Incoming Telephone Calls & Making Outgoing Telephone Calls- Handling appointments and memos- Provide Support around the overall office- Accurately updating administrative records- Resolving face to face, telephone and e-mail queries efficiently - Good use of the switchboard facilities - Enrolling Students- Accurately and promptly processing documentation - Compiling with health and safety regulations standards