Johanna Farrell

Hosted and moderated high-volume live chat rooms to create a fun, safe environment. Supported players with queries and technical issues, de-escalated conflicts, and reported user/system problems for timely resolution.

Provided multi-channel customer support (chat, phone, email) to resolve account and technical issues. Guided customers through website and marketing tools while maintaining quality assurance standards.

Delivered high performance in a fast-paced retail environment while maintaining stock levels and presentation across key sections. Completed specialist training in the Specials department and supported/trained new staff members.

Supported daily store operations including opening/closing, safety and compliance, and delivery management. Resolved customer and delivery issues and assisted management with team coordination and organization.

Led service standards as Lead Bartender, managing bookings and customer flow during busy periods. Delivered high-quality guest service, built strong rapport, and supported wider front-of-house and kitchen duties.

Priced and prepared donated items for sale and managed Gift Aid data entry. Created in-store displays to increase customer engagement and improve presentation.

Contacted customers regarding subscription offers and re-engaged lapsed customers to support retention. Managed outbound customer conversations with a focus on maintaining positive customer relationships.

Psychology Diploma from New Skills Academy, CPD certified. Completed training in psychology-related study.

Completed Food Hygiene & Safety training at Level 2. Covers required basics for safe food handling.

Key Skills qualification in IT and English at Level 3. Demonstrates proficiency in core IT and English competencies.

Key Skills qualification in Business Studies and Maths at Level 2. Focused on foundational business and mathematical skills.

Grade: B–C (English & Maths)

Achieved 10 GCSEs, including English and Maths. English and Maths grades were B–C.