Customer Representative Service

ANGÉLA SAN-MARTIN

* **** *** ****, *******, SLIEMA M: 77124750 ******.*********@***.**.**

Skills

● Operations management

● Results-oriented

● Quick learner

● Computer proficient

● Microsoft Office

● File/records maintenance

Experience

Sales Agent 03/2022 to Current

Stone Market Malta

● Providing outstanding Customer service and advanced complaint handling

● Cash handling and management

● Ordering and Merchandising

HR Shared Service (Compliance, HR Admin, Pension & Payroll) Admin 07/2019 to 05/2021 Lifeways London

● Provide regional offices high quality service, building strong relationships with client satisfaction

● Handle statutory leave requests from employees (i.e maternity and paternity) and liaise with all relevant parties

● Enter and update data, issue contracts, maintain records and filing documents

● Prepare HR related reports, spreadsheets, databases and other documentation

● Arranging and compiling relevant documentation for internal and external meetings

● Process all payroll and pensions documentation to ensure that each payroll run is as complete as possible

● Provide training for new exec's and develop skills and discover knowledge gaps of existing ones

● Provide regional offices high quality service, building strong relationships that client satisfaction

● Act as point of HR Shared Services contact for Area, HR and Office Managers

● Communicate with Regional offices and candidates providing guidance on vetting and compliance requirements

● As a member of HRSS work flexibly across teams as required completing Ad hoc duties as and when required Office and Event Manager, HR Admin 01/2019 to 07/2019 Direct Ferries London

● Responsible for all aspects of office management supporting 4 office locations

● Managing all company events including staff related, offsites and external commercial events

● Ad hoc project management across multiple areas

● Day-to-day budget and financial management / admin

● HR administration: including staff on-boarding to exiting (including contract support, new joiner process, helping with inductions) and data inputs for payroll & HR database

● Occasional diary management and travel support for Exec team Real Time Data Analyst - Temporary Project 06/2018 to 12/2018 Direct Ferries London

● Managing Customer Service interactions flow and agent's workflow by ensuring there are appropriate resourcing levels across the contact centres

● Monitor in real time the multi channels interaction flows to make sure these are allocated and dealt with within the target time.

● Running daily, weekly reports to manage team performance, SLA and KPI

● Working closely with the commercial team to identify issues and improvements needed Customer Representative Executive 06/2017 to 05/2018 Direct Ferries London

● Meeting and exceeding Customer needs and discovering the best solution

● Identify and provide effective solutions for any issues

● Effectively use Contact Centre Technology

● Providing outstanding Customer service and advanced complaint handling

● Respond to all customer service queries to agreed SLAs / KPIs for inbound and outbound channels

● Communicating with various internal departments to resolve client queries

● Working closely with the commercial team and undertake courtesy calls to measure site satisfaction

● Provide training for new exec's and develop skills and discover knowledge gaps of existing ones

● Assisting the management with any relevant customer service and administrative related projects/tasks Brand Specialist 12/2016 to 05/2017

Wolford London

● Providing outstanding Customer service and advanced complaint handling

● Cash handling and management

● Merchandising

● Stock ordering and inventory

● Weekly reporting and figure analysis

Lingerie and Hosiery Expert 07/2015 to 12/2016

Selfridges & Co and Brand MRKT London

● Providing outstanding Customer service and advanced complaint handling

● Cash handling and management

● Merchandising

● Stock ordering and inventory with relevant suppliers

● Provide training for new team members and develop skills and discover knowledge gaps of existing ones

● Weekly reporting and figure analysis

General Manager - Internal Promotion 11/2009 to 11/2014 Pret A Manger London

● Driving the business needs: Leading the team to achieve the success expected by making sure that the company standards are followed & part of management team opening a new store

● Team Management: conducting appraisals, 121, return to work interviews, performance tracking

● HR: staff on-boarding to exiting (contract support, new joiner process, inductions), data inputs for payroll, HR database and training files, note taking during disciplinary

● Recruitment: interview new applicants, conduct experience day

● Workforce planning: rota planning, absences

● Financial management: Forecasting, P&L analysis, cash handling management, financial audits

● Stock management: ordering goods, stock take, inventory analysis, food production setting

● Health and safety management: Managing due diligence, risk assessment, Health and safety audits Education

Level 3: HR and Payroll Management Diploma and UK Employment Law 2020 Janets (Online Course) - Ongoing London

Level 3: Admin, PA & Secretary 2020

New Skills Academy (Online Course) - Ongoing London Level 3: Food Safety and Hygiene 2014

Pret A Manger London

Personal Development: Early Childhood Education 2015 University of East London London

IELTS: Band Score 7.5 2014

International English Language Testing System London French baccalaureate in Science: Biology Major 2007 Lycée Jean-Baptiste Dumas France

Systems

● Unit4 Business/Agresso

● Payescape

● Coldharbour

● Puzzel

● Cention

● Service Desk Plus/Manage Engine

● Microsoft Package

● Nitro

● Trello

● Genially

Languages

French - Native Speaker

English - Fluent

Spanish - Intermediate

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