Anne-Laure Vercollier

Experience

• 

  Enfield Council

  Feb 2012 - Mar 2013

  Outreach Assistant

  Researched the local area to develop a network of contacts for the library and museum service. Established a dialogue with over 50 associations and organisations. Created and maintained a database to enable the wider community engagement team to target new partners and customers. Devised and prepared the Six Book Challenge in partnership with The Reading Agency. Supervised and supported library staff to implement the challenge. Promoted the event to relevant audiences. Completed the Challenge with a good number of participants. Analysed engagement methods and feedback from participants to attract a wider number of participants the following year. Show less

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  London Borough of Richmond upon Thames

  Sept 2012 - May 2013

  Library Assistant

  Located, retrieved, and shelved library materials to support customers research needs.Prepared and delivered weekly one-to-one and monthly group IT training sessions for customers (topics ranging from how to use a computer to using Twitter and Facebook).Collected and organised information about the local area to enable customers and tourists to access events and organisations information about the borough.

• 

  Enfield Council

  May 2013 - Oct 2015

  Collected and analysed online resources statistics to monitor their cost-effectiveness. Investigated and tested new resources to add to the subscriptions. Increased access to free learning by adding two resources for public use.Developed and implemented a training programme for staff and customers about the online resources. Built staff confidence and reinforced support strategy to enable customers’ issues to be solved quicker. Troubleshooted for staff and customers via phone calls, e-mails, and face-to-face interaction. Contacted hundreds of associations and organisations via phone and e-mails to update the Local Information Sheets. Discussed with them changes and updated their records as needed. Completed three full sheets update within the time target.Created a social media strategy and calendar for Twitter, Facebook, and YouTube. Prepared content and managed it via online social media management tools. Increased the library social media reached and customers interactions on social media channels. Show less Provided a welcoming and effective reception service for customers.Issued, returned, renewed, and shelved library material.Collected debts from customers. Retrieved library materials and arranged payment plan to allow customers to pay their fines at their convenience.Collected and recorded the daily income. Entered the income into the Council computerised system on a weekly basis and ensured the money was safely collected by Council agents.Participated in the monthly health and safety checks to ensure the environment was safe and abiding by the legal standards. Made changes to minimise the risks of accidents and allow better space management in case of an emergency. Helped lead on the evacuation of the two floors building safely on multiple occasions.Monitored library assistants, directed them to their tasks, and provided support and training as needed.Implemented a small outreach team in the central library to increase visits and issues. Led on strategic planning and assisted staff in researching and contacting associations and organisations.Created a procedure to manage customers IT courses and circulated the new procedures to all staff. Booking process sped up, allowing less waiting time for customers. Show less

  • Digital Services Assistant

    Aug 2014 - Oct 2015

  • Senior Library Assistant

    May 2013 - Aug 2014
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  Pitchup.com

  Oct 2015 - Feb 2016

  Account Coordinator

  Monitored campsites online form and contacted campsite owners to encourage them to add their prices and availability for the 2016 season. Helped them navigate the system via phone conversations in French and English. Checked the information they entered matched with their website advertisement. Brought hundreds of online forms to completion which allowed them to receive online bookings.Translated French online forms to English to attract British customers to campsites in France. Monitored existing and new forms to ensure consistency across the website for a better customer experience. Show less

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  Pylones

  Dec 2016 - Jul 2017

  Key Holder

  Welcomed customers into the shop and helped them find an appropriate item for their needs by asking targeted questions and thorough knowledge of items on sale.Engaged with customers and up-sale purchases in a conversational manner.Prepared order list to support the store manager. Received and processed delivery two to three times per week.Ensured the shop floor is safe and tidy, and displays are full and attractive at all time.Designed window and in store display in order to attract customers and boost sales.Managed shop floor and sales unsupervised for up to three hours in the evening.Collected and recorded the daily income. Prepared the income for delivery to the bank. Delivered cash safely to the bank and prepared cards receipts for weekly postage to head office. Show less

• 

  Prima Leisure

  Jul 2017 - Oct 2020

  Create and edit product catalogue records to ensure customer and staff can find requested parts easily. Ensure consistency in catalogue records by following strict processes and attention to details. Liaise with colleagues across multiple site to ensure information is accurate.Maintain and update product images for the website. Take photographs and ensure consistency across all images. Find creative solutions to products that do not fit the photographic booth. Make use of existing diagrams and technical drawings to help customers make informed decisions when purchasing a product. Upload images to the website via our internal e-commerce platform.Manage eBay and Amazon outlets to help increase business revenue and meet product clearance goals. Monitor products, fulfil orders, analyse competition and submit suggestions for improvement to senior management. Liaise with customers in English and French. Streamlined processes and reduced the numbers of complaints and cancelled orders.Support the marketing team and the customer services team as needed. Answer phone calls and e-mails from customers in English and French within three working days to ensure their queries are solved as fast as possible. Streamline cataloguing and photographing of products with customer behaviour analysis to lower number of common queries.With a colleague, manage physical shop stock and displays to ensure the right products are at the right place at the right time of the year. Listen to customers and staff members to make sure this is achieved.Assist the awning team with warranty claims. Answer awning related queries from customers over the phone, e-mails, and in person to help make sales. Train new customer services team member on the basics of awning to allow for faster response time for customers. Show less During the first three months (trial period) of my employment with Prima Leisure (Bailey Parts Ltd), my role was of Retail Shop Assistant Supervisor. When the trial period came to an end I was offered a permanent contract for the position of Retail Shop Supervisor.Liaised with recruitment agencies to ensure available staffing positions were advertised adequately and filled rapidly. Lead on interview of potential candidates to ensure the correct person was recruited for the vacant positions.Monitored and supported staff members. Provided sales and product knowledge support to new starter to build their confidence and enabled them to complete their tasks. Motivated staff by actively listening to them, distributing tasks that played to their strength, and engaged them in the retail strategy of the company. Provided support as required by arranging training and adequate tools.Managed shop stock and displays to ensure the right products were at the right place at the right time of the year. Developed a strategy for awning warranty claims. Devised a plan of action and arranged training of retail staff and customer services to streamline the process. Locked and unlocked the building on a daily basis. Ensured building security by following health and safety guidelines and recording near misses to create a safer work environment for staff and customers.Recorded daily and weekly sales in a specially created Excel spreadsheet to allow easy data collection and analysis for the finance team. Liaised with the finance team to ensure the data collected is relevant and sufficient for budget planning. Show less

  • Retail and eCommerce Executive

    Mar 2019 - Oct 2020

  • Retail Shop Supervisor

    Jul 2017 - Mar 2019
• 

  Queer Out Here

  Nov 2017 - now

  Co Editor (as Allysse Riordan)

  Find contributors for the audio zine. Maintain relationship with contributors and support them as needed. This can be brainstorming ideas, audio editing support, and anything else to enable them to create an audio piece about their outdoors experiences.Write, record, and edit links between contributors pieces with co-editor Jonathan.Transcribe audio pieces for the website, from interviews to pieces of music and field recordings.Edit each issue of the audio zine in Reaper in collaboration with co-editor Jonathan.Promote the audio zine on social media and in person at events. Show less

• 

  Bristol City Council

  Oct 2020 - Sept 2021

  Cycle Centre Assistant

  Provide high quality customer-focused reception service to Centre users including welcoming them, answering queries, and processing payments.Liaise with volunteers, cycle instructors, and managers on site and online to ensure communication lines are maintained in order to create a good working environment for all.Undertake general office duties including registering sessions attendance, organising meetings, cash handling and banking.Create and promote timetable of public sessions. Develop and expand private hire of site.Maintain website and social media channels up to date to create customer engagement, promote the use of the Cycling Centre, gather feedback, and liaise with management about suggestions. Show less

• 

  Saddleback Ltd

  Sept 2021 - now

  E-Commerce Data Product Administrator

  Manage the lifecycle of over 24,000 SKUs on various websites. From product creation to product deletion, I manage the lifecycle of product data to ensure our data is always accurate, up-to-date, and relevant to the various audiences in reaches on our multiple websites. To do so, I use programs such as SAP Business One, Microsoft SQL, PIM, and Shopify and various other automated processes.Liaise with internal teams on a daily basis to coordinate product creation and data optimisation to ensure all sectors of the business can offer our customers the best data possible. This includes managing the needs of businesses as well as end consumers, and understanding how different teams interact with the data internally as well as externally. Show less