lauren lucy
Gillingham ,Kent
Summary
Experienced call agent and customer service professional with a proven track record in managing high volumes of customer interactions across retail and financial sectors. Demonstrates expertise in customer relationship management, call handling techniques, and active listening to deliver tailored solutions while adhering to regulatory standards. Skilled in problem solving, performance tracking, and team coordination, consistently exceeding performance targets and KPIs. Adept at building rapport with customers through clear communication, patience, and empathy, fostering loyalty and satisfaction. Committed to professional development with a career goal of advancing within customer-focused roles to drive exceptional service delivery.
Overview
3
3
years of professional experience
Work History
Call Agent
Cabot Financial
Kings Hill
2026.03 - Current
- Managed high volumes of inbound and outbound calls in a fast-paced contact centre environment.
- Negotiated affordable repayment plans with customers, following FCA regulations and company policies.
- Used active listening and questioning techniques to understand customer circumstances, in order to provide customer-tailored solutions.
- Handled sensitive financial information confidently and compliantly.
- Met and exceeded individual and team performance targets and KPIs.
- Demonstrated resilience and professionalism when dealing with challenging or vulnerable customers.
- Participated in training sessions to enhance product knowledge and customer service skills, demonstrating commitment to professional development.
- Utilised strong communication skills to build rapport with customers, enhancing their experience and fostering loyalty.
Customer Experience Assistant
Sainsbury's
Gillingham
2023.11 - 2026.02
- Main duties include serving customers on the shop floor, assisting with finding items, and then assisting them throughout the checkout process. I provide a positive, friendly, and efficient service to customers at the checkout, ensuring a smooth checkout experience.
- Main duties also include handling transactions and refunds accurately, resolving queries, and maintaining a clean and organised workspace.
- I also have responsibilities to support the team and deputise when the manager wasn't in, ensuring the department runs smoothly.
- Addressed customer service enquires quickly and accurately.
- Assisted customers with product-related questions, feedback and complaints.
- Maximised customer satisfaction by resolving service issues promptly.
- Remained calm under pressure to handle customer complaints and solve problems.
- Built rapport with customers through courteous and professional communications.
Retail Assistant
Choice ltd
Gillingham
2023.06 - 2023.10
- Assisted customers with queries on shop floor and at tills.
Processed online orders accurately and efficiently.
Supported stock management and replenishment tasks. - Kept shelves neat, clean and organised through visual merchandising.
- Maintained a tidy and safe shopping environment, following health and safety guidelines.
- Handled customer inquiries and complaints with professionalism, offering solutions to meet their needs.
- Greeted customers upon entry, offering assistance and guidance to enhance shopping experience.
Skills
- Customer relationship management
- Call handling techniques
- Active listening
- Clear communication
- High levels of accuracy and attention to detail
- Work under pressure
- Excellent verbal and written skills
- Performance tracking
- Team coordination
- Problem solving
- Rapport building
- Customer Service
- Time management
- Friendly telephone manner
- Patience and empathy
Timeline
Call Agent
Cabot Financial
2026.03 - Current
Customer Experience Assistant
Sainsbury's
2023.11 - 2026.02
Retail Assistant
Choice ltd
2023.06 - 2023.10