Dedicated Customer Service Manager with Retail Expertise

JUNAE HOLDER-FERRON

London, United Kingdom 075**-****** ********@*******.***

PROFESSIONAL SUMMARY

Experienced Customer Service Manager with a strong background in retail operations and a thorough understanding of customer service processes. Effective at working both independently and as part of a team, I thrive in fast-paced environments. Recognised for strong listening skills, attention to detail, and maintaining a clean, organised, and professional workspace. WORK HISTORY

Telephone interviewer, 01/2021 - Present (Mission-based) IFF research - Remote

Conduct telephone interviews to gather data and insights for government, business, and non- profit clients.

Gather feedback and opinions from individuals on a variety of topics, ensuring accurate data capture.

Record and managed data using web-based platforms.

Resolve any interview-related queries or issues with professionalism and sensitivity. Customer Service Manager, 01/2020 – 06/2023

Ladbrokes - Hackney, London

Supervised the shop and team in the Shop Manager's absence, developing commercial awareness and understanding of how the team could impact profitability.

Consistently adhered to all confidentiality requirements.

Handled cash and card payments accurately, maintaining customer confidentiality and discretion.

Minimised register queues by completing sales transactions quickly and efficiently.

Maintained excellent customer satisfaction by providing professional and courteous service.

Maintained, organised, and cleaned customer areas, efficiently completing daily recovery checklists.

Educated customers on promotions, offers, and special events to enhance product sales.

Mentored new team members on customer service, POS operation, and delivery processing, improving store efficiency.

Collaborated effectively with customer service teams to address and resolve issues promptly.

Used cash registers and POS systems to take customer orders, record information, and compute transactions.

Seasonal Sales Assistant, 10/2019 – 12/2019

The Works Stores Ltd - London

Performed daily store opening and closing, readying sales floor for customers and ensuring stringent security measures.

Received and processed stock deliveries, accurately completing relevant paperwork and recording in in-store systems.

Provided service with a smile, offering courteous, helpful advice to best meet customer needs.

Assisted customers with signing up for store loyalty programmes and provided details about key benefits.

Politely interacted with customers whilst processing payments, taking opportunities to apply upselling and cross-selling techniques.

Crew Member, 11/2018 – 08/2019

McDonald's – London

Maintained a clean, organised, and welcoming customer dining area.

Proficiently operated cash registers, especially during peak hours, minimising customer wait times.

Ensured store cleanliness met company standards by regularly cleaning and organising work areas.

Verified cash payments using currency-checking pens.

Monitored and recorded fridge and freezer temperatures to maintain food safety standards.

Efficiently took customer orders, prepared meals, and processed payments.

Provided excellent customer service, greeting customers warmly and consistently meeting quality expectations.

SKILLS

Customer service expertise

Sales proficiency: proficient cash handling,

efficient payment processing

Inventory Management

Teamwork and Collaboration

Fashion knowledge

Exceptional Communication Skills

EDUCATION

Certificate of Higher Education: L3,

Waltham Forest College

BTEC Level 3 Fashion

GCSE,

Heathcote School and Science College

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