Customer Service
About Candidate
Education/Qualification
- NVQ L2 Business Administration
- Functional Skills ICT Level 2
- Functional Skills Maths Level 2
- Level 2 Food Safety in Catering
- Functional Skills English Level 2
- Level 2 Health & Safety
- 2011 Willowgarth High School – GCSEs including Mathematics and English
Systems used
- Microsoft Word and Excel
- SAP
- Salesforce
Career Summary
Most Recent Employer – Gas Company
Position – Customer Experience Advisor
Dates – November 2021 – July 2025
- Handling inbound and outbound calls along with emails providing professional support
- Accurately processing customers’ orders using SAP and maintaining correct account details
- Investigating and resolving customer complaints in line with company procedures
- Meeting individual and team preference targets and service level standards
- Collaborating with colleagues across departments to deliver seamless customer service
- Maintaining data accuracy, confidentiality, and compliance with service policies
Previous Employer – Care
Position – Residential Care Worker
Dates – June 2019 – October 2021
- Provided advice, support, and assistance to young vulnerable people to attend their practical, physical, and emotional needs
- Worked closely with the young people to enable them to address their difficulties and to achieve their optimum potential
- Worked from the guidelines under the 1989 Children Act, National Minimum Standards, Every Child Matters and other relevant legislations
- Established positive relationships with the young people and offering them unconditional and positive regard
- Helped young people gain self-control by challenging unacceptable behaviour and rewarding acceptable, pro social conduct
- Ensured that each young person’s care plan is followed and amended as appropriate to reflect their changing needs
Previous Employer – Restaurant
Position – Waitress / Bar Staff
Dates – September 2018 – January 2019
- Front of house greeting customers as they arrive at the venue
- Took orders and serving food and beverages to customers that are dining with us
- Communicated with customers to resolve complaints or ensuring satisfaction
- Assessed customers’ needs and preferences and making recommendations
Previous Employer – Corporate office
Position – Customer Service / Sales Advisor
Dates – December 2017 – February 2018
- Outbound calling customers and offering them advice on products to persuade them to buy
- Took and recorded orders through a SAP System
- Going the extra mile to meet targets
- Took card payments
- Sent customers welcome emails once they had agreed to a sale
- Passed every call answered 100% on quality and compliance
Previous Employer – Security service
Position – Information / Customer Service Executive Advisor
Dates – November 2015 – June 2016
- Answered inbound calls
- Provided guidance and assistance to parents concerning their child maintenance claims, ensuring they are well-informed throughout the process
- Directed customers to the appropriate resources or departments for further help, making sure their queries are resolved efficiently
- Demonstrated genuine empathy during challenging conversations, ensuring customers feel supported and understood
- Collaborated closely with team members to resolve queries on every call, fostering a supportive and productive working environment
- Followed up on customers cases to ensure that all complaints are addressed and resolved to the customer’s satisfaction
- Attracted potential clients by offering detailed product and service information, helping to build trust and encourage engagement
Previous Employer – Mobile Phone Shop
Position – Customer Service / Sales Advisor
Dates – February 2014 – April 2015
- Handled both inbound and outbound calls, efficiently managing a wide range of customer interactions
- Provided thorough assistance with customer enquiries and resolving issues surrounding billing and complaints
- Utilised advanced computer systems such as SAP and CRM to update records and track customer communications
- Received cross-training in various departments to increase business knowledge and flexibility in service
- Kept customers informed about new products and services to enhance satisfaction and drive interest
Previous Employer – Training provider
Position – Administrative Assistant / Receptionist Apprentice
Dates – March 2013 – March 2014
- Processed learner registers accurately onto databases, ensuring up-to-date records.
- Minute taking during meetings and preparing precise written summaries
- Managed a busy reception area, responding to customer queries both over the phone and face-to-face
- Assisted tutors in the classroom environment, supporting educational activities
- Made daily phone calls to learners and organising meetings to ensure effective communication and planning
