Francesca Piney

- Providing product information, instructions and tailored advice for individual needs. Working with price margins to give customers discounts and keeping track of gifts with purchases as an alternative. Finding resources online or instructing from my knowledge to guide the customer with their treatments. - Advising on returns policies and options, troubleshooting online using videos and testing devices in office; requiring strong product knowledge. Managing and processing returns online using Rhiem and EZI returns. - Using systems such as Brightpearl, ZenDesk, Linnworks, EZI Returns, Rhiem, Google Sheets, Shopify. - Communicating to customers on a busy chat function, answering emails and phone calls continuously throughout the day, handling multiple queries at once, ensuring a resolution is reached quickly. Building rapport with customers so they feel that they can speak freely with us and come back with any query. Resolving complaints with a positive attitude, offering discounts and replacements where necessary. - Liaising with couriers, understanding their systems, pressures and timeframes whilst encouraging them to prioritise our enquiries to improve the customer experience.

- Informing customers of new products by cross selling & upselling investments/pensions (previously packaged bank accounts and short-term loans). Also advising them what these products are and establishing that we are only looking into products that fit our criteria. Always asking for referrals for future customers at the end of a call. - Making sure the customer is aware of what they're buying and of the Terms and Conditions. - Receiving regular quality call checks to abide by the FCA and treating customers fairly in everything we do. Never misadvising a customer or misleading them through what is said. Achieving 100% in each quality check. - IT skills - excel spreadsheets to manage my hours when working freelance, regularly updating personal social media accounts on Instagram, Facebook, Etsy and a personal website - Keeping company CRM up to date - Speaking to customers directly, guiding them through the claims process by checking Letters of Authority are completed correctly, chasing them up on incomplete items, informing them of the next stages, completing questionnaires to include with the complaint letter, chasing agreements in various stages of the process, raising issues and communicating with the other departments. Offering full updates and ensuring the details are always up to date. - Managing complaints, trying to resolve issues in a call, otherwise referring them to the relevant department to the customers satisfaction.

- Teaching adults and children in a contrast of styles as appropriate, with a more energetic and informal approach when necessary. - Teaching in a more discussion-based class, highlighting grammar rules and techniques in use in conversation. - Adapting quickly to different students needs and abilities, requiring excellent interpersonal skills and understanding of character types, and providing regular in-depth feedback

- Teaching adults and children in a contrast of styles as appropriate, with a more energetic and informal approach when necessary. - Teaching in a more discussion-based class, highlighting grammar rules and techniques in use in conversation. - Adapting quickly to different students needs and abilities, requiring excellent interpersonal skills and understanding of character types, and providing regular in-depth feedback

- Dissertations, essays, theses, from proofreading to editing, and enhanced editing, raising the standard to a professional quality. - Providing high-quality service with quick turn around and flexibility.

Working online teaching students English (as a foreign language) from all around the world. Writing feedback and reports for each class and submitting invoices for my hours.

- Teaching students of all ages, preparing them for different levels of Cambridge and Trinity exams. - Independently creating engaging content for each class. - Providing regular feedback to students. - Attending regular teacher training.

- Teaching students of all ages, preparing them for different levels of Cambridge and Trinity exams. - Independently creating engaging content for each class. - Providing regular feedback to students. - Attending regular teacher training.

Self-directed studio work to explore my practice and develop and refine my talents to create a body of work I was proud of and represented me. I had to source my own materials and actively search for exhibitions around the country that related to my work. Lectures on the History of Art, and seminars to critique our individual and group work. We shared ideas and supported one another's studies. Volunteering at a local art gallery during my studies gave me the opportunity to meet practising artists and discuss their process and progress within the Art world. I gained valuable connections and insights into this world.