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Meet the Team – Kate Packheiser, Customer Experience Manager

Meet Kate, our fabulous Customer Experience Manager who is responsible for leading the team who look after our valued customers. Kate comes with a wealth of experience and we are so pleased she can share this with Lauren and Sean in the Customer Experience team and help our customers have a successful Páramo journey.

Kate Packheiser

How did you start out in customer service?
I started working in the hotel industry in London from the age of 18, which was an incredible place to learn about the importance of delivering great service. I then started working in retail at the age of 22, managing different sized shops & teams around the country delivering high levels of customer service. One of my shops won a mystery shop competition which meant I got to take my team to Paris which was very exciting.

What is your favourite thing about working for Páramo and why?
Definitely the people, such a happy and passionate bunch. It feels like you’re working with your family where everyone steps in to support one another. I am also excited about the future for Páramo, so many exciting opportunities on the horizon and I’m looking forward to being part of it.

What does an average day at Páramo look like for you?
My day normally starts with sifting through e-mails ensuring that everyone gets a quick response. I would then have a catch up with Lauren and Sean who also work in Customer Experience to plan the week and discuss any customers queries that anyone needs help with. I also spend a lot of my day helicoptering around head office visiting different departments. We work very closely with the warehouse ensuring that all customer returns & exchanges are processed efficiently. We also visit the workshop daily to see how we can support them, as this is such an important service that we offer here, and they are inundated with work. Lastly, we visit the lovely team in the laundry to ensure that final part of the customers repair journey is seamless and that we have all the information to go back to our customers to keep them updated.


What is your favourite Páramo garment?
It has to be my gilet! I have already travelled the world in my gilet and it’s a fantastic item for layering up or down dependant on the conditions as well as lightweight and so versatile, it goes with everything.

Do you have any funny stories/experiences from your time working in customer experience?
There was a lady who came into to my shop to complain about the quality of a dress she had bought. She was very upset and demanding a refund. What was funny was when she showed me the dress and I realised that actually it was from Fat Face and not White Stuff. So I happily gave her directions to the correct retailer up the road and also told her about our wonderful range of dresses with a cheeky little discount.

How do you like to spend your time outdoors when you are not at work?
I love walking in the beautiful countryside and often venture down to Devon and Cornwall to visit family. Where we enjoy plenty of coastal walks which normally end in a cosy pub, with a cider!

I also love running and have taken part in lots of charity events. I have completed a half marathon in Eastbourne, a mud run with 35 obstacles as well as take part in the 10km run in central London every July.

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