Description

I have nearly 7 years of customer journey and service experience in one of the biggest retailers in the UK. I have led and implemented a number of customer improvement processes in both Boots and Teleperformance improving their average quality scores by over 32%. I am commercial astute with a great balance of quality and customer journey so would be ideal to help your business.

Languages

Urdu
Native or bilingual
English
Native or bilingual

Workplace preferences

Can work on-site

Nottingham (up to 50km)

Boots UK
Ecommerce Trading Lead - Mens, Toiletries and Dental
October 2022 - Today (3 years and 8 months)
Nottingham, UK
Boots UK
Assistant Category Manager - Chilled Foods
August 2021 - October 2022 (1 year and 2 months)
Nottingham, UK

• Leading Monday morning reporting and presenting to senior stakeholders across the business on the overall category's performance each week.
• Working in collaboration with other ACM's to collate monthly category performance and present risks and opportunities for further months.
• Reviewing range rationalisation to ensure customer needs are met and the overall category in performing in line with business expectations.
• Working with the finance team to create revenue and margin budget targets which are then presented to senior stakeholders with weekly/yearly expectations.
• Dealing with over 20 suppliers discussing sales, waste, reduce to clear and overall performance.
• Negotiating with current and potential suppliers on new products ensuring they are commercial viable for the business.
Boots UK
Team Leader
August 2019 - August 2021 (2 years)
Nottingham, UK

• Leading a team of 20 - 30 agents to ensure business KPI's are met on a daily/weekly/monthly basis.
• Creating and delivering 1-1's assessing month by month performance and creating individual performance development plans to implement feedback.
• Managing absence, lateness and conduct issues in line with company policy.
• Working with business liaison managers on Digital, Loyalty and Customer Care to discuss ways of working and raising themes and insights from agents and customers.
• Leading a team of 4-5 Team Leader deputy's overseeing and delegating workflow for effective business running.
• Point of contact on weekends leading the CSC. Collating and reporting insights, working closely with the workforce management team to ensure service is met.
• Motivating and engaging the team through team meetings, weekly huddles, and local recognition to achieve high KPI targets.
• Involved in the recruitment and engagement days of new staff.