Pavla N. Email & Phone Number

Greater London, England, United Kingdom

Managing a small team in a very fast paced building. Dealing with student enquiries as well as complaints.

London Area, United Kingdom

• Initially recruited as a Customer Service Agent, then trained as an Optical Consultant, progressing to Team Leader in July 2020• Originally a hybrid role, now fully remote• Overseeing the Spanish, Italian and French and UK teams in London, managing 20 agents per shift• Weekly staff scheduling and ensuring all staff are on the correct platforms and accounted for• Managing 12 direct reports with input on their recruitment, training and career development• Dealing with HR… Show more • Initially recruited as a Customer Service Agent, then trained as an Optical Consultant, progressing to Team Leader in July 2020• Originally a hybrid role, now fully remote• Overseeing the Spanish, Italian and French and UK teams in London, managing 20 agents per shift• Weekly staff scheduling and ensuring all staff are on the correct platforms and accounted for• Managing 12 direct reports with input on their recruitment, training and career development• Dealing with HR issues such as attendance, absence and disciplinary issues• Interviewing, selection and training of the team and other team members• Attending meetings with team leaders daily to avoid task duplications• Attending weekly meetings with the professional services team who monitor the quality of Optical Consultants• Conducting fraud checks for any blocked orders, checking customer history and approving dispatch, to avoid disputes arising• Dealing with any escalated issues that arise• Holding weekly one-to-ones with team members to discuss their progress and areas of support as well as carrying out regular monthly check-ins with team members• Conducting daily quality checks, collating individual scores and allocating bonuses• Dealing with any account deletions, checking security data for GDPR reasons• Logging tickets for any technical issues arising with systems using Jira Show less

London Area, United Kingdom

• First job in London, working for this retail chain supplying luxury womenswear and accessories• Supporting the Store Manager, taking overall responsibility for the store in the manager’s absence• Managing a team of 8 staff with responsibility for recruiting and training new employees• Moving between different London stores to boost sales• Identifying issues in each store and monitoring KPIs• Actively analysing team KPIs• Liaising with the brand's Visual Marketing… Show more • First job in London, working for this retail chain supplying luxury womenswear and accessories• Supporting the Store Manager, taking overall responsibility for the store in the manager’s absence• Managing a team of 8 staff with responsibility for recruiting and training new employees• Moving between different London stores to boost sales• Identifying issues in each store and monitoring KPIs• Actively analysing team KPIs• Liaising with the brand's Visual Marketing specialists• Increasing sales through creative product presentations• Overseeing payroll & stock levels and reporting to senior management• Ensuring a consistently high standard of customer service• Dealing with queries and resolving any customer problems or complaints Show less

Master'S Degree, Tourism Management

Bachelor'S Degree, Business Law