My name is Kim Dorkin. I have 23+ years of experience in retail management , customer service and training & developing. My core passion can be found in customer and brand excellence, ensuring that every touch point the customer encounters through their journey with the brand is nothing short of exceptional. My vast experience includes but is not limited to Store level management and service as I have worked across all touch points within the business to ensure that my influence and knowledge of all aspects affecting both the business and customer are identified and improved where necessary. Over the last 5 years , I have been fortunate enough to be exposed to UAT testing of the newly launched and branded online store which gave me an upper hand in my role as CX Manager as I fully understood the functional and dysfunctional aspects of the website. I have worked with buyers , site developers and the IT department when creating a PIM – PRODUCT INFORMATION MANAGEMENT system for the website and controlled the onboarding , training and technical support for suppliers and new buyers alike. In my last role as a CX Manager , my team was responsible for responding to customer queries and complaints from stores,the online website , 10 social media accounts and email and voice calls from a cloud based system as well as working with third party companies including but not limited to finance houses and logistics companies. I would love the opportunity to discuss in further detail with you my experience and expertise within the retail industry