Clare Gillis

I work at The Modern Nursery, an ecommerce store in the UK showcasing the best children's interior brands from around the world. During my time as Customer Focused Operations Manager I have developed my role to encompass many tasks within the company and became the point of contact for majority of the team. I ensured the store ran smoothly by developing an in-depth understanding of Shopify and managing and sourcing apps to improve the store and service given. I also implimented ALL shipping rates, liaising with the 3pl and carriers to ensure that rates were as accurate as possible. I ensured that the highest levels of customer service were provided to all customers, that stress levels were kept to a minimum for my team and ensuring KPIs were met to ensure high Trust Pilot and shopify review scores, by training and managing a team of up to four to a high level, offering varying and challenging tasks and implementing apps and processes that improved efficiency. I improved the efficiency of our Customer Service team, increasing customer satisfaction levels to 93% and setting up Zendesk (CRM) for the company allowing for multi-channel Customer Service Management. To improve resolution time and customer satisfaction further, I created a Customer Help Centre, which enabled the use of AI, allowing customers to find the answer to the most commonly asked questions themselves. I increased Customer Retention and engagement by implementing in-package personalised inserts with Penny Black, working with their team to develop inserts that reflected the brand; and producing bi-weekly newsletters using Seguno and Canva, increasing the open rate by 11% and increased the conversion rate from 0.9% to 2.8%. Additionally, I implemented branded pop ups, with average conversion rates of 17.8%. Researched and implemented the move from one 3pl to another in late 2021, being the main point of contact for the warehouse team and managing freight shipments for our own brand products.

I worked for Screwfix Trade Plus, exclusively for Plumbers and Electricians, with additional discounts, membership and higher levels of service. Given full ownership of the Trade Plus counter after covering the counter for two weeks. Sales for my counter within the store rose from £2K to £21K within the first year, after I implemented changes on the shop floor. For example, separating the electrical and plumbing displays and promotions so each field had a dedicated side; adding commonly purchased items in dump bins to increase potential add-ons. Maintained a personal level of service with customer, getting to know them and their routines so their order was waiting for them when they arrived. Discussing upcoming jobs with customers and to ensure that sufficient stock was available for them when they started the job. Developed marketing campaigns to bring in new customers, for example, getting a burger van outside once a week, providing tea and coffee (plus biscuits) to all Trade Plus customers for free while they placed their order and waited for it to be picked. General running of the store, managed team rotas, managed up to 20 member of staff, daily opening and closing of the whole store in addition to my counter. Managing the banking within the store, both daily and weekly cashing up. Implementing incentives to customers to increase sales and customer loyalty. Given authorisation by the area manager to offer discounts where I saw fit without requesting authorisation. Training staff in various areas and managing disciplinaries, reviews and dismissals.