PERSONAL STATEMENT
Accomplished, performance-driven Customer Service Advisor with 6+ years of experience in account management, technical support, and customer relations. Adept at handling customer complaints, troubleshooting issues, and juggling multiple projects simultaneously. Seeking a position at [Company Name] to effectively balance customer needs and company demands.
WORK EXPERIENCE
Customer Service Advisor
NEXT, Kilmarnock
Jun 2020–present
- Communicate with 60+ customers daily through the phone and responded promptly to inbound calls to troubleshoot connections, keeping a record of each customer interaction and complaint
- Trained and mentored team members to promote productivity, and led the staff to achieve a 99%+ customer service satisfaction rate
- Led a high-performance team of up to 20 customer representatives and coordinated their activities to ensure top-notch service
- Awarded with a monthly staff bonus for 5 consecutive months in recognition of outstanding service
Customer Service Associate
EVERLANE, Kilmarnock
Jul 2018–Jun 2020
- Managed a team of 10 customer service advisors, and increased retention rate by 25% by resolving all networking issues for home and small businesses efficiently
- Recognised as one of the top 3 advisors in the company by consistently surpassing the company’s customer satisfaction quotas
- Detected new growth opportunities which drove the company’s renewal revenue growth rate to 15%
Customer Service Representative
THE SPRINGS, Kilmarnock
Oct 2016–Jun 2018
- Dedicated to helping customers resolve their problems quickly while improving the company’s image
- Answered 60+ inbound calls daily to address customer inquiries, resolve issues, and provide information on new products and services
- Provided support to 150,000+ customer accounts across the UK and achieved a complaint resolution quality score of 99.9%
EDUCATION
Northumbria University, Newcastle-upon-Tyne
BA (HONS) BUSINESS MANAGEMENT — upper second-class honours (2:1)
Sep 2012–May 2016
Gosforth High School, Newcastle-upon-Tyne
A-Levels: Business Studies (B), Maths (B), History (C)
GCSEs: 10 A*–C, including English, Maths, and ICT
Sep 2005–July 2012
ADDITIONAL SKILLS
- Skilled at handling multiple phone lines, call centre operations, conflict resolution, business development, and problem solving
- Trilingual, fluent in English, French, and Spanish
- Solid expertise in relationship management, customer engagement, and customer satisfaction
- Excellent interpersonal, communication, analytical, and organisational skills
HOBBIES & INTERESTS
- Video games
- Skiing
- Cooking and barbequing for friends and family