Experience

Franke Coffee Systems

• Switzerland
• Food and Beverage Services
• 200 - 300 Employee

• Customer Service Coordinator/Planner

  • Sep 2022 - Present

  Dealing with all incoming calls and emails on the service desk from the engineers, clients and customers and answering queries in a timely and professional manner. Using SAP to log both reactive call-outs and planned maintenance calls as well as co-ordinating a nationwide team of engineers in response to these customer requests for assistance by scheduling promptly and strategically to ensure SLA’s are met. Managing a number of engineer's diaries in a particular area of the country in depth, and ensuring all engineers have work for the following day to maintain productivity. Managing quotations, annual service agreements and invoicing. Building a rapport and developing excellent working relationships with colleagues, engineers, external customers and clients. Monitoring engineer stock levels and purchasing spare parts to meet demand. Show less



Sweaty Betty

• United Kingdom
• Retail
• 400 - 500 Employee

• Customer Care Advisor

  • Jan 2021 - Sep 2022

  Delivering exceptional levels of customer care via social media platforms, live chat and email, exceeding customers’ expectations and interacting with multiple systems to follow a tailored and personal resolution through to the end. Offering expertise on products to provide a personalised shopping experience. Reaching KPI's and replying to customers within the correct SLA while maintaining the highest quality responses. Achievements include receiving 100% quality scores consistently for 3 months running during peak Christmas period Show less



Majestic Wine

• United Kingdom
• Beverage Manufacturing
• 700 & Above Employee

• Customer Service Advisor

  • Sep 2020 - Jan 2021

  Answering customer emails and phone calls negotiating suitable resolutions for any issues customers encountered and using back end systems to process these accordingly. Involved calling stores and making arrangements under high pressure, working as a team to provide the best customer experiences, tailored solutions and following them through to the end. Answering customer emails and phone calls negotiating suitable resolutions for any issues customers encountered and using back end systems to process these accordingly. Involved calling stores and making arrangements under high pressure, working as a team to provide the best customer experiences, tailored solutions and following them through to the end.



ASOS.com

• United Kingdom
• Retail Apparel and Fashion
• 700 & Above Employee

• Senior Customer Care Advisor

  • Nov 2019 - Jun 2020

  In addition to my Core responsibilities as a Customer Care Advisor/Refund Replace Advisor, I am the first point of contact in the absence of my Team Leader for other advisors in my team as well as my Operations Manager, other Team Leaders and support teams. Managing my time effectively in order to coach and support advisors and complete ad hoc tasks as required by my Team Leader such as daily huddles, updates and reporting. Contributing to a high-performance culture in my team, supporting individuals to drive and improve their own KPI's by coaching the team to use the tools available to them to deliver exceptional customer service and driving a coaching culture that supports the advisor to deliver consistent 5 star CSAT scores and reviews.My responsibilities for this role also include supporting the team to identify potential escalations and work together to resolve queries, minimising the number of queries being escalated or transferred. Identifying key areas of development within the team and sharing insights with my Team Leader where necessary.Supporting the Team leader in up-skilling and developing the team and individuals within the team as appropriate. Supporting with the on-boarding of new starters in the team. Providing support to under performing advisors, identifying and addressing skills gaps and recognising where other barriers to performance may need to be escalated to the Team leader.As a role model for acting with integrity and emotional maturity, encouraging advisors to take ownership of the issues they face and identify possible solutions; my approach is to inspire and motivate others to deliver amazing customer experiences through living the ASOS behaviours, values and leadership capabilities. Show less

• Refund Replace Advisor

  • May 2018 - Jan 2020

  Due to high performance, attention to detail and extensive experience, I was selected to be a part of a smaller team authorising customer refund and replacement requests made by core advisors. This involves reviewing contacts, ensuring the correct processes have been followed and recording any incidents where this is incorrect for training and improvement purposes. This role also requires a high level of collaboration with other teams identifying trending issues and raising these to the relevant stakeholders whilst pro-actively thinking of solutions. Show less

• Customer Care Advisor

  • Jul 2014 - Nov 2019

  Answering customer queries across multiple topics and channels including live chat, emails and social media - creating amazing customer experiences through high quality, personalised responses. Phoning the customers where necessary to solve their issues. Driving strong performance against own KPI's such as first contact resolution, productivity, quality and customer satisfaction. Owning my own performance and continuously aiming to improve across all KPI's and completing performance reviews with my Team Leader to discuss my performance and development. Show less



Toolstation

• United Kingdom
• Building Materials
• 700 & Above Employee

• Customer Service Representative

  • Jun 2010 - Jun 2014