Abigail Elizabeth RamsayHome Address: 11 First Avenue, Bardsey, LS17 9BE

Home Tel: 01937 573 04Mobile: 07532292146

Email:abz_e_ramsay@hotmail.comDOB: 14/07/1988Nationality:British

   Relevant Experience and Transferable Skills  

Extensive and varied customer service skills.  Computer literate with various PC and Mac applications.  Fast learner and able to produce results under pressure  Self motivated and equally adaptable to working as part of a team, or taking a leadership role.   Developed Managerial skills including liaising with regional managers.  

 Education and Employment History 

StepChange Debt Charity – Correspondence Advisor (February 2016- Present)

I am currently working within the correspondence department at StepChange. My duties include;

Dealing with high volumes of correspondence and emails from client’s and creditors daily.

Dealing with high call volumes answering customer queries professionally and with empathy.

Maintain and exceed daily work targets to a high standard, I always achieve 100% in my quality and productivity

Liaising with both client’s and creditor’s in a professional and friendly manner by email, phone and letter.

Dealing with incoming post and quickly reconciling the related files.

Keeping up to date with the latest financial regulations and recommendations.

Dealing with complex queries and resolving any outstanding issues in a timely manner.

Dealing with complaints in line with Financial Conduct Authority (FCA) guidelines, which is to attempt a resolution within 48 hours.

Ensure data is inputted correctly to ensure the client’s information is correct.

Arcadia (April 2015 – February 2016) 

My role was within the refunds team at Arcadia Customer Care, I first started my role as a Customer Care Advisor and have since progressed within the company to my current role. In my first role I was dealing with inbound and outbound calls, ensuring all calls were of a high quality and fully resolved by the end of the call,  I was quickly trained on emails and then on Social Media.  My current role on refunds involves, refunding customers who have not received the correct refund amount, lost parcels, missing items, also any errors with the system which has meant the refund could not be processed back to the customer. Another part of the role is supporting the customer care advisor, giving advice on refunds and processing any actions which they are unable to process themselves. when needed I also support the floor on calls and emails.  

M&Co – Assistant Manager Oct 2013 – April 2015)  Assistant Manager at M&co, focusing on customer service, driving sales, recruiting and training sales assistants. Skills also include merchandising the stores shop floor and windows, accepting in deliveries and processing new stock, implementing sales and promotions including weekly, monthly and summer/winter sales, maintaining standards at all times and motivating staff to ensure this. Managing rotas when the manager is out of store. Cash handling & understanding weekly and daily sales reports and acting upon any negative figures by either re merchandising stock or re training staff on other ways to get add on sales therefore increasing KPI’s. Maintaining and increasing Loyalty Card openings, tracking all staff members on their openings weekly, should any drop below their targets extra training will be given and support for them to gain the confidence to achieve their goal. Personal Stylist trained and also an in store Personal Stylist trainer. Insuring all customers receive 5* customer service with confident staff who know the latest trends and styles, excellent product knowledge and can dress any customer to their body shape, insuring the customer feels good about themselves and the product they are buying.  Organising charity fashions shows, from deciding on the date, to organising the models and their outfits, to selling tickets, requesting raffle prizes from staff and local companies, hiring chairs, implementing goodie bags for the fashion show guests and making sure the night runs without a hitch.  Being fully flexible and being able to cover for stores within the area with less than 24 hours notice.  Running the store when the manager isn’t present and giving support when the manager is in store.   Talons & toes   Since April I have been running my own mobile beauty business in my local village on a part time basis. This has involved advertising my business, getting my name out there to encourage new clients, keeping track of my expenses with products and ensuring my timings are perfect when having a full day of treatments.  I use Thai products for manicures and pedicures. OPI polishes, ASP Gels, Gelish and ASP Acrylic.   O’Neill – Supervisor (Dec 2009 – June 2013) 

 My duties included opening and closing of store, floating and cashing up tills, running the store as duty manager without store manager or assistant manager present, merchandising, window layout, liaising with regional manager, processing

official paperwork, processing deliveries and delegating work. In addition, I also train sales consultants on service, standards and product training.  I am the first port of call when dealing with questions from staff and addressing customer complaints. Product training is key to supporting our customers find the right product for them, particularly with such an extensive product range, from ski coats and pants to our high performance wetsuits through to fashion wear.  Gap – Key Holder (Mar 2008 – Dec 2009) 

 I started as a sales assistant and was quickly promoted to “key holder”. Duties included responsibility for opening and closing the store and the financial accounting of the takings. On a daily basis I was running the floor on my own in the absence of a manager, being the first point of contact for all sales associates and assigning tasks and offering them both positive and constructive feedback. I was also entrusted to help all employees stay motivated in order to maintain high conversion, excellent customer service and a happy work environment. I had full responsibility for merchandising the 4-13 year old section of the store. I was also responsible for training new employees and welcoming them to the store. 

 Maradadi – Sales Assistant (Aug 2007 – Jan 2008)  Maradadi was a designer clothing store in Wetherby which I worked at whilst studying at Leeds University. My duties included looking after customers, fitting rooms, ensuring the customers were fully satisfied with the clothing they selected. I regularly cashed up the takings and secured the premises at the end of the day. Working for a smaller clothes retailer gave me another insight into the shopping and customer service experience. I often ran the store completely on my own and would have to deal with any situation which occurred. This helped to build confidence in my abilities.   Caines Jewellers – Sales Assistant (June 2006 – Aug 2007)  A jewellery store offers an environment which is one-on-one with your customer. Having a complete knowledge about what you’re selling is critical and being articulate and confident is paramount. I found this highly enjoyable and rewarding. My responsibilities included meeting and greeting the customers, helping them with their choices and giving them advice, stocking and cleaning jewellery and dealing with repairs. 

  Next – Sales Assistant (July 2004 – June 2006)  When I first started I was a sales assistant on the ladies wear department where I was fully trained to operate the tills, handle refunds and exchanges and carry out customer orders for garments no longer available in store. The responsibilities on ladies wear included customer service, security on the front door as well as meeting and greeting, running the fitting rooms, which provided further customer interactions and security. Experience in the fitting rooms increased my awareness of security issues such as shoplifters and meant improvements were made to reduce this problem. I obtained further experience when I was placed on the children’s wear department after transferring from the Harrogate to the Knaresborough branch. I also ran the children’s floor when the floor manager was unable to work.   

  Formal Education, Wetherby High School (1999 – 2006)                A – level:    Biology (C) Psychology (D), Sociology (D) AS level Business Studies (C) 

GCSE:English Language (C), English Literature (C), Science Double award (C,C), Mathematics (C), French (C), Drama (C), Music (C), Computing and IT (C), Food Technology (C), Religious Studies (B) 

 Training Courses April 2012 – June 2012   The Beauty Academy; Beauty Therapist, passed 25/07/2013  Next Step Beauty; Full Nail Technicians Diploma, Passed 8/06/2012  The Carlton Institute; Manicure and Pedicure Diploma, Passed 24/04/2012     Other information  I hold a full, clean driving licence.  I have studied the Korean martial art of Taekwondo in which I have achieved black belt.  Also a keen dancer since the age of three, covering ballet, tap and modern and have competed in solo and group competitions from the age of five until eighteen.I have studied Latin dance since 2015 and now run my own classes on a Wednesday and Thursday in Leeds City Centre and organise my own Latin day events. I am currently performing and teaching professionally at congresses around the UK and have recently taught in Abu Dhabi.Snowboarding and Surfing for over 4 Years. I am also a keen musician and play various instruments including guitar, piano, bass guitar, and clarinet.        References available on request.