Customer Service / Transaction

Education/Qualification

• Ongoing Canterbury Christ Church University – BSc Accounting and Financial Management
• 2014 Ultima Skills Training – Level 1 Certificate in Employability and Personal Development
• 2012 Hopwood Hall College – First Diploma in Level 2 Health and Social Care, Level 2 Animal Care and Level 2 Uniformed Pre-Services
• 2009 Middleton Technology School – 8 GCSEs including Mathematics and English

Systems used

• Microsoft Word and Excel
• Power BI
• Oracle Learning
• Omnia

Career Summary

Current Employer – Gambling Company

Position – Customer Service Manager

Dates – April 2017 – Present

• Promoted from a customer service advisor to a customer service manager
• Manage a small team of customer service representatives, ensuring high-quality service delivery and promptly resolving customer inquiries and issues
• Oversee and supervise new staff members during their induction and training periods
• Implemented policies and procedures to promote responsible gambling practices among staff and customers
• Thorough understanding of laws and regulations related to gambling and betting and the ability always to ensure compliance with these regulations
• Manages financial aspects of the business, including handling cash transactions, balancing tills, and ensuring bets are correctly inputted into the system and settled and In-House Bookkeeping
• Provided training and education on identifying and addressing signs of problem gambling, offering support for self-exclusions via GamCare and providing awareness on Gamblers Anonymous
• Successfully resolved escalated customer complaints, focusing on problem resolution and retention
• Achieved and exceeded departmental and regional KPIs and targets consistently
• Key responsibilities include opening and closing the store and following all safety procedures
• Completes general administrative tasks, including data entry on the betting tech platform

Previous Employer – Hotel

Position – Kitchen Porter

Dates – April 2016 – April 2017

• Maintained cleanliness and hygiene standards in the kitchen, including washing dishes, utensils, and kitchen equipment to ensure compliance with health and safety regulations
• Assisted kitchen staff with food preparation tasks, such as peeling and chopping vegetables and portioning ingredients
• Managed inventory of cleaning supplies, liaising with HR regarding purchasing supplies and ensuring stock levels were maintained to support efficient kitchen operations
• Worked collaboratively with the kitchen team to ensure smooth workflow and timely completion of tasks during busy periods
• Proactively identify and report maintenance issues or safety hazards to management for prompt resolution
• Adapted to changing priorities and responsibilities as needed to support the overall functioning of the kitchen

Previous Employer – Supermarket

Position – Sales Assistant

Dates – December 2014 – April 2016

• Provided excellent customer service by greeting customers and assisting with inquiries
• Operated cash registers and processed transactions accurately
• Maintained a clean and organised store environment by replenishing shelves, arranging displays, and ensuring products were well-presented
• Participated in promotional activities and sales campaigns to drive revenue and achieve sales targets
• Collaborated with team members to achieve store objectives and ensure a positive shopping experience for customers
• Demonstrated product knowledge and familiarity with Tesco’s range of products to assist customers in making
• informed purchasing decisions