Description

Nine years’ experience in administrative and customer support. An analytical and creative

individual who is motivated by innovative organisation, stemming from experiences of

working from a young age in the family retail business where I was instrumental in

sustaining administrative processes. Skilled in greeting visitors, answering customer

questions, answering phone calls, providing information, waiting area maintenance,

booking appointments and registering deliveries.

Languages

English
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

FLOWERBX
Freelance Customer Experience Associate
October 2020 - Today (5 years and 8 months)
Advising customers on any possible products, pricing questions, special requests or newfeatures.
•Delivery routing and delivery issues over the weekend
•Placing bespoke order for PR
•Being the first line of contact to incoming leads.
•Completing transactions for customers and refunds using stripe and spreadsheets.
•Using Zendesk handling phone calls and emails.
•Data entry for return, replacements and special requests
•No perishable return labels and send out replacements
•Monitor website and backend issue to flag with Tech team
•Working remotely with otherdepartments and third parties.
AVADO Learning
Marketing Webchat Advisor
January 2018 - March 2018 (2 months)
Understanding how the website works and our range of products, offers and courses.
•Leveraging Salesforce as a CRM.
•Weekly targets for incoming conversations and weekly updates to senior management.
•Being the first line of contact to incoming leads.
•Working alongside sales team to push forward promising leads.
•Triage off customer as required; Sales, Customer Service or to other departments as required.
•Advising customers on any possible upsell, pricing questions, collateral requests or courseprogression opportunities.
•Using SnapEngage to facilitate all webchats
Telefonica
Sales Advisor, 02
May 2017 - January 2018 (8 months)
Welcoming customers and finding out what services they required from us, arranging for themto be served by the right colleague.
•Performing a credit check for loan devices.
•Completing personal and business contracts
•Going through contracts and terms and conditions, whilst applying FCA.
•Talking and guiding customers through the best options suitable for them and their monthlybudget.
•Analysing and making best recommendations suitable for the individual. Asking the rightquestions and making the right comparisons, to offer the best customer service.
•Taking phone calls and having webchats with other colleagues in different departments tosolves customerqueries.
•Accepting calls from external customers to solves queries such as delivery and devices in stock.