Sinèad Withall

As a Resolutions Specialist, I am presented with opportunities daily to support and guide co-workers to ensure that we are providing a satisfactory resolution to our customers all whilst aligning with our IKEA Values. Day to day support, one-on-one trainings and group training and upskilling allow me to continue to develop my coaching skills and communication skills. Working in a hybrid environment, I take pride in my ability to be present, communicate effectively with meaning and support and motivate my team. These are skills that i strive to prioritise and improve regardless of my role.

During my time within this role, I have demonstrated my problem solving abilities by identify areas of opportunity and developing solutions to improve the business. This can be most recently seen with the creation of the Daily Offline Tracker App. I identified the need for the business to have a reliable and automated way of tracking co-worker performance whilst working Offline Tasks and in doing so, developed a tool which allows users to:

• Track and Manage Co-worker Productivity (Compare co-worker KPI’s to the AOB KPI, highlight data trends, identify pain-points in performance)
• Provide Team Leaders with the resources to have meaningful and impactful conversations with their team
• Provide a streamlined way of working for Offline Tracker for RCMP Resolutions co-workers country wide

During my time as a Resolution Generalist, I was given the opportunity to further adapt and improve my customer service skills ensuring that I reflected our IKEA Tone of Voice and Values regardless if my interactions were in person or virtual.

Due to my experience with customer interactions, I have developed a clear understanding of our customers needs, paired with a clear understanding of IKEA’s procedures and Ways of Working, I have confidence in my ability to provide a fast and knowledgeable resolution.

Being presented with opportunities to grow within the business, such as Offline Trainings, only further backs up my ability and desire to grow with the company and adapt to ever-changing procedures.

After 1.5 years of working as a general Customer Services Member, I was promoted to the role of 'Crew Trainer'. Under this role I was responsible for:

• Ensuring that crew were knowledgeable of all procedures and delivering them to the standards of the company
• Taught new team members correct procedures for all areas of operation, by tailoring our training content to support all learning types
• Providing ongoing support via Trainings and on-floor coaching for all staff

For the last 6 months of my employment with the company, I was supporting with Shift Management, during this time my responsibilities included:

• Day to day operational handling, delegating work whilst ensuring that KPI's and expectations are being met
• On the go, team support and coaching
• Ensuring that my Teams needs are being met, that everyone is encouraged to do their best and that achievements and hard work is constantly recognised

During my time with I was supported to push myself out of my comfort zone and do my best. This ongoing support resulted in me being award 'Crew Member of the Month' and 'Crew Member of the Quarter'

• Delivered exceptional customer service by ensuring a positive and welcoming experience for every customer
• Worked collaboratively with my team to ensure shift KPI's and targets were exceeded
• Ability to provide on the spot resolutions allowing me to meet customer expectations whilst aligning with store policies