Billing Data Analyst

• May 2022 - Present

Customer Service Representative

• Sep 2021 - May 2022

• Customer Communication: Professionally and courteously handled telephone calls from customers who held accounts with us, facilitating the booking of same-day logistics services such as parcel pickups and deliveries.• Email Management: Efficiently managed customer emails, addressing inquiries, resolving issues, and providing updates on deliveries and service-related matters.• Live Chat Support: Engaged with customers using the live chat feature on the company's website, offering real-time assistance, responding to queries, and assisting with booking requests.• Order Processing: Accurately processed and recorded customer requests, ensuring that all necessary information for job bookings was correctly documented.• Service Coordination: Coordinated with the operations team to ensure punctual pickups and deliveries.• Issue Resolution: Addressed and resolved customer concerns, complaints, or issues promptly and effectively, aiming to provide satisfactory resolutions.• Documentation and Record-Keeping: Maintained detailed records of customer interactions, bookings, and correspondence to ensure accurate and organised documentation.• Compliance with Company Policies: Adhered to company policies, procedures, and service standards to ensure consistent and high-quality customer experiences.• Problem-Solving: Demonstrated strong problem-solving skills when addressing customer inquiries, ensuring efficient and effective solutions.• Team Collaboration: Collaborated with colleagues and departments to streamline operations and enhance overall customer service efficiency. Show less

Rail Replacement Bus Driver

• Apr 2017 - Present

Operations Supervisor

• Aug 2018 - Aug 2021

• Employee Engagement Leadership: Took the lead in initiatives to enhance employee engagement and fostered a collaborative work environment. • Accurate Trailer Loading: Ensured precise loading of trailers to optimise shipment accuracy and efficiency. • Driver Compliance Management: Managed the download of driver tacho cards at shift ends, meticulously recording any driving hour violations in accordance with DVLA guidelines. • Palletisation Quality Control: Oversaw the correct palletisation of items, guaranteeing safe and efficient handling of shipments. • Warehouse Health and Safety Oversight: Took responsibility for maintaining a safe warehouse environment, ensuring adherence to safety protocols. • Daily KPI Achievement: Achieved and consistently exceeded daily Key Performance Indicators (KPIs) to drive operational success. • Continuous Improvement Initiatives: Initiated and led continuous improvement projects within my area, optimising processes and workflows. • Team-Centric Culture Promotion: Actively cultivated a team-based culture, encouraging collaboration and teamwork among staff. • Waste Reduction Advocacy: Actively worked to reduce waste across daily processes, minimising resource inefficiencies. • Daily Performance Monitoring and Enhancement: Monitored and improved daily performance metrics to drive productivity and quality. • Crew Management with Night Shift Manager Collaboration: Collaborated with the Night Shift Manager to effectively manage a crew of X40 employees, ensuring seamless operations round the clock. • Process Adherence Assurance: Maintained strict adherence to all operational processes, ensuring consistency and reliability. Show less

Customer Fulfilment Supervisor

• Jun 2016 - Jul 2018

• Customer-Focused Expertise: Demonstrated strong customer service skills, consistently ensuring that customers received a high level of service and satisfaction.• Team Supervision: Assumed the role of supervising and leading a team of employees, providing guidance and support to ensure smooth operations.• Employee Performance Evaluation: Carried out thorough assessments of employee performance, identifying strengths and areas for improvement, and implementing strategies for individual and team development.• Effective Departmental Administration: Efficiently managed departmental administrative tasks, including inventory control, scheduling, and resource allocation, to maintain a well-organised and productive environment.• Advanced Customer Support: Provided advanced-level customer support, handling complex inquiries and resolving challenging customer issues with professionalism and effectiveness. Show less

Delivery Driver

• Jan 2016 - Jun 2016

Shop Assistant

• May 2014 - Dec 2015

• Cash Handling and POS Till Transactions: Proficiently handled cash transactions and processed payments using the Point of Sale (POS) system. • Till Reconciliation at Closing: Conducted cashing up procedures at the end of each shift or closing time, ensuring accurate and accountable till balances. • Delivering Outstanding Customer Service: Provided exemplary customer service, ensuring that customers received a high standard of assistance and support. • Stock Level Monitoring and Management: Actively monitored and maintained stock levels within the shop, ensuring shelves were well-stocked and products were readily available for customers. Show less

Crew Trainer

• Feb 2012 - Apr 2014

• Food Preparation Proficiency: Demonstrated competence in food preparation, ensuring that products were consistently prepared to high standards. • Comprehensive Customer Service Duties: Engaged in a diverse range of customer service activities, consistently delivering excellent service to meet customer needs. • Cash Handling and Till Balancing: Effectively managed cash handling responsibilities, including the accurate balancing of tills to maintain financial accuracy. • Training and Mentoring of New Crew Members: Played a pivotal role in training and mentoring new crew members, facilitating their onboarding and development within the team. • Assisting Colleagues During Peak Periods: Provided valuable support to colleagues during busy periods, contributing to the efficient functioning of the restaurant. • Maintenance of Clean and Safe Areas: Maintained a clean, tidy, and hazard-free environment in all areas, ensuring the safety and satisfaction of both customers and staff. • Security and Key Holding Responsibilities: Assumed responsibility for security and key holding duties, enhancing overall safety and security measures. Show less