Highlights:Managing the customer service department for the busiest shopping centre in Europe.

Skills:customer service, guest service, management, shopping centre, shopping mall

Goal:Currently looking for a new and challenging position, one which will make best use of existing skills and experience whilst enabling further personal and professional development. I have made the decision to move from the United Kingdom to the United States, where I feel the opportunities for progression are greater. I have been employed since the age of 16, now 30, with no gaps of employment, having been in my current post for over 11 years, so a serious individual, looking to make a life changing decision. As a result of this in order to obtain employment from yourselves I would require sponsorship for a visa. I understand the cost, time and commitment involved in such an investment and would like to assure you of my sincerity.

Membership:N\A

Certification:9 GCSEs, 3 A Levels and a varied selection of work based competency training.

Honor:World Host Award (Multiple) ACE Award (Customer Service) SCEPTRE Award (Customer Service)

Customer Service Manager 02/2005 - current
Bullring Birmingham (Compass), Birmingham, West Midlands United Kingdom
Industry: Shopping Centre \ Shopping Mall \ Retail \ Property Management
A highly experienced and insightful retail and customer service management professional, with in depth knowledge and experience of managing shopping centre services. Combining strong business and commercial acumen with confident leadership and astute management. A service and results driven individual who enjoys being part of, as well as leading, a productive team. Quick to grasp new ideas and concepts, and to develop innovative and creative solutions to problems. Possesses excellent interpersonal skills and can communicate concisely at all levels.
• Working within management to run retail tenant operations within the Bullring Shopping Centre, with line management responsibility for up to 20 personnel • Driving high standards of service to all stakeholders including retailers, customers and contractors • Providing efficient and well organised information desk services, acting as focal point for all communications and complaints handling • Working with the retail development team to manage employee relations and HR issues, successfully maximising productivity through regular one to ones and support • Identifying areas for improvement and leading a number of customer service initiatives in conjunction with the retail development team • Proactive in handling customer complaints or problems with professionalism, following through to ensure complete satisfaction for the customer • Raising the profile of Centre achievements by conducting tours to visitors and through direct involvement in promotional events • Key contributor to effective incident management, as well as solid supervision of health, safety and security practice, ensuring full adherence to legislation • Educating retailers on the Centre’s Safe Child Scheme, actively involved in incidents of lost children or parents • Cultivating productive relationships with all maintenance and service contractors working onsite to ensure consistency of quality across all customer service operations--

Queen Elizabeth Mercian (Grammar) 06/1997 - 06/2002
Tamworth, Staffordshire, United Kingdom
Degree: High School Or Below
Major:English \ Science \ Math \ ICT \ Business \ History
Minor:French
General Certificates of Secondary Education (High School Diploma) in English Language, English Literature, Science (Double Award), Math, Business, ICT, History and French.

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