Zoë Harney Email & Phone Number

Remote

Assisting Clients with all aspects of Payment Gateway Integration

United Kingdom

Providing PMS consultancy, systems training, SOP development, Configuration advice and entry, systems project management and general support

Gloucestershire, England, United Kingdom

Shrewsbury, United Kingdom

United Kingdom

Systems - Orderwise, Magento, Zen Cart, Microsoft, Metapack. • Providing help and advice to customers using your organisation's products or services; keeping staff up to date and filling all training opportunities, Investigating and solving escalated customers' problems that have been passed on by customer service assistants, update SOP’s where necessary.• Reviewing all refunds and compensation to customers• Keeping accurate records of discussions or correspondence with customers;… Show more Systems - Orderwise, Magento, Zen Cart, Microsoft, Metapack. • Providing help and advice to customers using your organisation's products or services; keeping staff up to date and filling all training opportunities, Investigating and solving escalated customers' problems that have been passed on by customer service assistants, update SOP’s where necessary.• Reviewing all refunds and compensation to customers• Keeping accurate records of discussions or correspondence with customers; oversee staff records and re-train where required.• Analysing statistics and data to determine the level of customer service being provided;• Management and use of Magento, Orderwise, Metapack and other general Tracking & Returns Softwares• Developing customer service SOP’s• Meetings with management team to determine strategy for sales and Customer Service impacts• Leading a team of customer service staff Show less

London, United Kingdom

Operations at London Business School.Looking after Onsite Hotel (60 bedrooms) Gift Shop, Porters, Post Room, Security & Reception services, Fitness Centre, Campus Cleaning, 150 employees, 3 contractor and 3 in house managers reporting to myself. Taking ownership and responsibility for the development and implementation of standards and services, which enhance and support the customer experience. Full accountability for the delivery of all front line services within Operations… Show more Operations at London Business School.Looking after Onsite Hotel (60 bedrooms) Gift Shop, Porters, Post Room, Security & Reception services, Fitness Centre, Campus Cleaning, 150 employees, 3 contractor and 3 in house managers reporting to myself. Taking ownership and responsibility for the development and implementation of standards and services, which enhance and support the customer experience. Full accountability for the delivery of all front line services within Operations Delivery, both School and contributor teams. In addition, collaborating with the contracts manager, Operations Delivery, to ensure contracted suppliers meet targets and deliver on KPI’s as part of their service level agreements. Also supporting the schools space strategy and leading and participating in the development of space standards and all projects relating to enhancing the customer experience. Maintaining control of all departmental budgets, making cost savings and re-forecasting monthly and quarterly, keeping all expenditure in line with revenue. Show less

Goodenough College

Responsible for Soft Services in three buildings, two permanent resident buildings 300 & 350 person each, and one 65 room 4 star accredited Guest House. Main duties - recruitment, managing employees, client meetings, obtaining member feedback and actioning, accounting via Nexus/Excel, Suppliers, ordering, new product placement, working on building refurbishment and rolling out new staff/procedure.I also oversee the running of Events over 5 Meeting spaces including the Great… Show more Responsible for Soft Services in three buildings, two permanent resident buildings 300 & 350 person each, and one 65 room 4 star accredited Guest House. Main duties - recruitment, managing employees, client meetings, obtaining member feedback and actioning, accounting via Nexus/Excel, Suppliers, ordering, new product placement, working on building refurbishment and rolling out new staff/procedure.I also oversee the running of Events over 5 Meeting spaces including the Great Hall, (200 seated)New procedures, Staff training, development, overseeing events and financial procedure. Implementing new procedures, training and Oversee the Service desk department Show less

Bmw Park Lane

Looking after complete Front of House, Hosts & Lifestyle staff, Back of House, Office, Driver Services and Aftersales booking team. Controlling day to day running, looking after VIP events, stock, Training - people managment, employing new members and providing service up to standard of excellence within the Brand.

The Grand By Thistle Bristol

10 meeting rooms with the largest capacity in the south west of England. 130 seat restaurant, 30 seat bistro. Banqueting for 800 and a leisure club with 380

London, United Kingdom

star, 189 bedrooms, 90 seat restaurant, 9 meeting rooms (largest x 350), onsite car hire facilities.

Cheltenham

star, 122 bedrooms, 110 seat rosette restaurant, 15 meeting rooms (largest x 400), and leisure club.

Bristol

190 bedrooms, 3 restaurants, one with Rosette, 14 meeting rooms with banquet capacity of 560 and a leisure club with membership of 700.

Nvq Level 3, Hospitality Management, 2 A*

Activities and Societies:

Gcse'S, 13 Achieved