Alanna O Connor

• Manage escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
• Resolve customer complaints by distinguishing, prioritizing and reporting technical issues.
• Balance multiple priorities while maintaining a focus on excellent communication skills and attention to detail.
• Participate in ongoing training to learn new products and enhance skills to optimize customer support delivery.
• Enhance customer satisfaction by promptly addressing concerns and providing accurate information.
• Provide empathetic support for customers experiencing difficulties or dissatisfaction, resulting in improved loyalty.
• Liaise with internal teams to resolve customer concerns, escalate issues and serve as company ambassador.
• Train new hires on company policies, procedures, and best practices in customer support roles.
• Recommend solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
• Collaborate with team members to identify areas of improvement in customer service protocols.
• Resolve technical issues for customers with clear explanations and step-by-step guidance.
• Contribute ideas for process improvements at team meetings, leading to enhanced departmental performance overall.

• I was responsible for recording incoming stock on the computer database, auditing invoices with delivery dockets, reviewing monthly reports, carrying out stock taking
  and ordering stock.
  • I created social media content, carried out visual merchandising and pitched new ideas to my boss based on customer demand.
  • I ensured customers’ needs were met in person and remote, dealt with queries or complaints in a professional manner and advised customers on their purchases
  while maintaining a clean and safe shopping environment.
  • I was a key holder and I was required to check the daily cash takings against receipts and lodge cash in the safe.
  • I took the initiative to learn more about web design and update stock quantities, upload products to our website, create coupon codes, use Adobe Photoshop and
  WooCommerce, complete online orders, create delivery labels and run promotions.
• Maintained clean, organized store environment for an inviting shopping experience for customers.
• Built strong relationships with customers, resulting in repeat business and referrals.
• Handled incoming phone calls professionally, addressing customer inquiries or directing them appropriately within the store.
• Organized store merchandise racks and displays to promote and maintain visually appealing environments.
• Assisted customers with prompt and polite support in-person and via telephone.
• Opened and closed store independently and prepared nightly bank drop for manager.
• Contributed to a positive work atmosphere by consistently demonstrating a professional attitude towards colleagues and customers alike.

• Supervised day-to-day operations to meet performance, quality and service expectations.
• Maintained a clean, safe, and organized store environment to enhance the customer experience.
• Developed strong working relationships with staff, fostering a positive work environment.
• Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
• Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
• Improved customer satisfaction by addressing and resolving complaints promptly.
• Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
• Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
• Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
• Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
• Increased sales through effective merchandising strategies and targeted promotions.
• Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
• Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
• Maintained compliance with health and safety regulations, ensuring safe environment for both staff and customers.
• Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
• Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.

• Responsible for smooth execution & improvements on recurring tasks.

• I notified any unusual activity to management in Uber Eats.

• I helped to identify difficulties with key products using Uber internal software by raising escalations if needed. I provided support during outages and try to identify the reason for the issue.

• I helped supervise and recommended improvements to the automation team for processes around alerts and chat updates.

• I have also worked alongside our document fraud team in order to analyse fraudulent documents in great detail

• Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.

• Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
• Implemented predictive analytics techniques that enabled proactive adjustments to business strategies based on emerging trends.