Bracknell, England, United Kingdom
DEVINA PAUPIAH-DAVIES 📞 07731 309099 | 📧 [email protected] | 📍 Bracknell | LinkedIn PROFESSIONAL PROFILE An accomplished and people-driven leader with over 12 years’ experience managing teams, improving engagement, and delivering operational excellence within fast-paced and customer-focused environments. CIPD Level 5 qualified, with a strong understanding of people development, policy frameworks, and inclusive workplace practices. Recognised for building strong relationships across all levels of business, resolving challenges with fairness and empathy, and driving collaboration between teams. Passionate about developing talent, fostering a positive culture, and supporting organisational goals through effective communication, structure, and leadership. CORE STRENGTHS • People Leadership & Development • Recruitment, Onboarding & Retention • Communication & Stakeholder Engagement • Coaching & Performance Management • Employee Wellbeing & Inclusion Awareness • Conflict Resolution & Complaints Handling • Organisational Planning & Process Improvement • Change & Adaptability in Evolving Environments
Case management: Guide customers through the complaints process from acknowledgement to a fair and satisfactory resolution. Investigation: Investigate customer complaints by working with the relevant departments and trades teams. Communication: Maintain regular contact with customers to keep them informed of the investigation's progress and the expected timeline. Use clear and effective communication, including writing outcome letters that follow the Housing Ombudsman's code. Recording information: Accurately update Abri's CRM system with details related to each complaint, including all communications and investigation findings. Problem-solving: Handle complex customer complaints and find creative solutions to reach a resolution. Feedback and reporting: Provide feedback to operational teams and managers to identify trends and learning opportunities. Support the company's continuous improvement by using insights from complaints. Peer support: Provide customer resolution assistance to other team members as required.
Ensuring that a bespoke and personal service is provided to every customer to meet their needs Responding to customer queries Internationally and in an efficient time Handling customer queries across different platforms, including live chat, phone calls, email and social media Building relationships with customers and using initiative when dealing with queries Confident working in a fast-paced environment Brilliant organisation and multi-tasking skills, whilst retaining a high attention to detail Working closely with the Warehouse Team to ensure customers needs are met Working closely with stores and other head office departments resolving queries and thinking ahead, working collaborativley
-Managing a team of 12 on the womenswear and accessories store. -Previously Managed Mintie Kidswear Pop Up store in Marlow team of 5. -Performing management tasks –manage projects, lead meetings,HR decisions and any situations that arise -Training Manager-Personal development within the team and consistant guidance for growth, helping them achieve their potential and creating opportunity - Disciplinaries and Investigation manager -Have Core management skills – such as understanding how to organise and delegate to achieve results. - Managing payroll monthly -Leading all recruitment and talent programme in store and ensuring right person-right place. -Recruiting throughout Covid-19 virtually -Team Leadership – It is important for me to motivate people to improve Performance for them to better themselves in the work environment. -To plan and manage change, create a culture of innovation -A full range of communications skills. Also to help them develop and grow. Managing people and relationships – negotiation, networking, building relationships. -Merchandising- Involved with the structure, look and layout of the floors, working closely with Visual team and sales advisors to ensure maximum visual impact. -Vm setups and training in VM
Maternity Leave
-Managing a team of 30 including cosmetics houses - Ability to use data software applications to track sales -To motivate and inspire sales team to drive sales, kpi's and customer service - Ensuring product is maximised whilst maintains visual standards - To work closely with visual manager to maximise the visual impact on customers journey through store. -Strong commercial and visual awareness - Ensuring profit targets are achieved, margins maintained and costs are controlled. - Contact with AM's to help ensure houses are driving their business efficiently. - Training with team to maximise skills in line with business expectations.
- in charge if product team in flagship store - product placement - working with commercial reports and visual merchandising to maximise sales on the shop floor - launching of sale and new season layout - updates through the floor - staffing deployments and admin alongside daily managment and development of team - Time Managment and reacting to sales - Commercial Manager (Watford) over Christmas period to launch sale and manage and support of training and developing team -customer styling in store