Freelance Writer

• Nov 2019 - Present

Customer Service

• May 2009 - Mar 2022

Tesco PLC (2009 – Present) I joined Tesco as a customer service calls agent, after gaining three years’ experience via a variety of customer service roles, I migrated to a written role replying to customers queries via Email and written response. Tesco Business Support Two Secondments for Tesco Direct I was trusted and promoted to a secondment role for our BST where I supported the operation for Tesco Direct as part of a specialist team ensuring that Exchanges for Electrical purchases were resolved to the customers satisfaction where they had previously been let down. At the time of the secondment there was a significant backlog, and despite not being trained for that specific role before, I helped that part of the business with my positive hands-on approach and that department’s team leader complimented me on my professional attitude and helped get them uptodate. Tesco Clubcard Email Response Team Customer Service Manager (Jan 2012 – Feb 2015) I migrated to a customer facing written response role; resolving customer complaints and queries regarding a range of issues with our popular loyalty scheme. These tasks often would range from administrative tasks to more complicated ones such as resolving fraud issues and general account queries. I positively engaged with customers, making sure I could provide first time resolution. This allowed a smoother customer journey and preventing unnecessary repeat contact. Through my upbeat attitude and ability to listen and actively respond to customers’ needs, I often turned their unhappy experiences into a positive interaction, helping to retain customer loyalty. Show less

Customer Service Manager

• May 2009 - Nov 2021