PAUL SWAIN

I am a customer service oriented individual with experience as both a customer assistant and as a team support manager, while having worked across different retail work environments enabling me to solve a wide range of customer queries.

Flexibility is at the core of my work ethic, as it ensures that I am always open to feedback that develops the skills for the task at hand. I also have a strong background with computers, which has given me a high level of proficiency utilising them.

I am looking to further my horizons in new customer service environments and make new acquaintances along the way. I would like to use my experience as a team support manager to progress in new areas once I have developed an understanding of the role and how the business operates.

Achievements

• Advancing to Team Support Manager within 3 years
• Successfully completing 2 10k races (so far!)
• Becoming a member of my university Staff Student Consultative Committee

Skills

• Fluent Welsh speaker
• Being a team leader
• Proficient with computers including Microsoft office software

A Levels

Maths - Physics - IT - Welsh Baccalaureate

GCSE

Maths - English - IT - Welsh

Team Support Manager - Marks and Spencer

November 2020 - Present

From November, I suddenly found myself being the point of contact for customer queries that needed to be escalated. These queries were resolved by accessing company standard operating procedures, which I now had full access to.

I was also given access to power BI, which is a useful tool to analyse store metrics on sales. This allowed me to devise commercial decisions to ensure the store was maximising profitability. This was highly relevant during the Christmas periods, as I directed the team to prepare the floor for a busy day of trade.

From January 2022, we began operating as a 24 hour store. I found myself now helping complete tasks that were generally reserved for Team Managers, such as completing staffing and timesheets on a weekly basis. The main task I had to complete was feedback and coaching for the team around our new processes.

Marks and Spencer Bureau de Change

June 2019 - October 2020

My main task in the bureau was ensuring the legal exchange of currency for customers travelling. This included a significant amount of training to minimise risk to the business. We were also given a significant amount of freedom to resolve customer complaints at the desk, which I made full use of to ensure customers left satisfied.

Marks and Spencer Foodhall

March 2018 - May 2019

The foundation of all my customer service skills were built during my time in the foodhall. I was able to assist customers with a range of queries, from finding products to assisting on the tills, and even as far as helping them to their vehicles.