Customer Service Manager
About Candidate
Education/Qualification
- 2005 Belfast Institute of Further and Higher Education – BTEC National Diploma
- 2000 St Michael’s Grammar School – GCSEs Achieved
Systems used
- Microsoft Word and Excel
- SAP
- Remedy
- Resource Link Aurora
- ITSM systems
- Other In-house Systems
Career Summary
Current Employer – Manufacturing Company
Position – Customer Solutions Co-ordinator
Dates – August 2024 – Present
- Identify customer/stakeholder needs, clarify information, project manage issue resolutions and provide solutions
- Build and maintain sustainable relationships with customers for continuous improvement and positive feedback
- Oversee customer conflict resolutions as well as deal with customer complaints daily
- Scheduling management and meetings
- Co-ordinating engineer appointment along with related reporting
- Provide tailored advice and recommendations to stakeholders and customers
- Collate customer feedback reporting
- Database management, including maintenance of accurate records according to GDPR legislation and company directives, providing a clear and concise audit trail
Previous Employer – Transportation Service
Position – Customer Management Associate
Dates – February 2023 – May 2024
- Acted as ambassador for incoming enquiries, delivering an excellent standard of customer service
- Cross selling of various products, providing guidance and information as required
- Used a proactive approach to make last minute travel arrangements for our customers in the event of delays or service disruption and providing comprehensive service updates to customers, actioning alternative services when needed
- Managed coach movements within the station to required Health & Safety scheduling standards
Previous Employer – Online Beauty Store
Position – Customer Service Team Manager
Dates – September 2017 – January 2023
- Acted as Zendesk superuser
- Delt with escalated queries and complaints by resolving any queries/complaints in a professional and timely manner
- Logged and managed customer queries or complaints by using the inhouse systems
- Day to day staff management of a team of 15. Assist and organise in-house team meetings
- Provided support and guidance for the Senior Advisors. Acting as a Deputy for the senior management team
- Use of NAV payment systems and re-claiming funds via the Braintree payments system
- Call handler queue management
- Responded and monitor social media and online chats
- Oversaw training programmes and provide group / 1-2-1 training to new hires
- Maintained and update training manuals
- Assisted the team with difficult queries and processes
- Ran daily stat reports on team performance for management reporting
- Performed 1 to 1 catch ups with CSAs, monitoring performance and in-house progression
- Plan daily task timetables for the wider team
- Worked alongside HR with the new hire interview process
- Provided support on ad hoc departmental projects
Previous Employer – Multichannel fashion retailer
Position – Customer Services Executive
Dates – April 2016 – August 2017
- Online fashion branding
- Order tracking
- Complaint management
- Dealt with incoming queries
- Social Media functions, assisting with website issues
- Refunds and exchange process management for reconciliation and record keeping
Previous Employer – Public Service Broadcaster
Position – Payroll Co-ordinator
Dates – January 2013 – April 2016
- Liaised closely between the internal / external back-office teams
- My duties involved the efficient and appropriate resolution of invoicing, payment, purchasing and employee payment queries in line with the HR function
- Assessed and actioned resolutions for high level issues. Case management of complaints raised
- Responsible for the collation of daily statistics for management reporting to ensure that key contractual SLAs are met, and to identify areas of improvement
- Provided tailored training to helpdesk operative sand provide on-going feedback to HR Management
- Extensive usage of SAP, Remedy, Resource Link Aurora and ITSM systems
Previous Employer – Supplier for Healthcare
Position – Customer Care and Sales Support
Dates – April 2011 – January 2013
- Oversaw sales and administration for the largest care homes and worked closely with the Area Manager
- Diary management and the co-ordination of on-site visits
- Processed of faxed and email orders; telephone sales, queries and returns
- Provided spend analysis and price comparison for Business Development reporting
Previous Employer – Government Owned Company
Position – Operations Team Manager
Dates – January 2007 – March 2011
Previous Employer – Bank
Position – Accounts Assistant
Dates – July 2005 – January 2007
