Summary
Overview
Work History
Education
Skills
Timeline
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Abigail Woolford

LinkedIn: Abigail-woolford-b93024104
Milton Keynes

Summary

I am a personable, enthusiastic and determined individual, I am currently seeking a full-time position and I feel that my skills, experience and drive in customer success would enable me to succeed within this type of roll. My superpower is connecting with customers and clients, the below will give you a further insight as to why and I have reviews aswell as development or quality feedback to show this. I have worked in various industries, using different in house and software CRM systems, implementing training and coaching to every company and been involved with innovative changes or ideas. I am adaptable and I learn quickly but efficiently and above all I am resilient.

Overview

10
10
years of professional experience
7
7
years of post-secondary education

Work History

Customer Care Advisor

Kia Motors
03.2024 - Current
  • High call volumes inbound and outbound, live chat, emails as well as web forms.
  • Working closely with consumers of a Kia vehicle and the dealerships which are clients, who are independently owned. Building rapport and seamlessly delivering feedback and resolutions to support both our consumers and the dealerships.
  • Maintained detailed and accurate notes on our in-house system, one of the highest quality team members.
  • Complaints and CEO complaints.
  • Adhering to the warranty terms and exclusions, following procedures and processes.
  • Exceeding targets and SLA's as well as my overall quality.
  • Driving best practice and coaching the team on Kia products and processes.

Customer Care Advisor

Bp Pulse
11.2023 - 03.2024
  • High inbound call volumes for electrical vehicle customer care on public chargers.
  • Maintained detailed and accurate data through CRM systems.
  • Outstanding customer service feedback through Trustpilot reviews.
  • Served as a mentor for new hires, sharing expertise on best practices for successful customer interactions.
  • Implemented feedback-driven improvements, resulting in increased customer satisfaction scores.
  • Assisted customers with product knowledge, facilitating informed purchasing decisions.
  • Worked closely with other departments to resolve complex issues quickly and effectively.

Business Development Partner

BSI
08.2023 - 08.2023
  • Leads and targets sales
  • High call volumes inbound and outbound
  • Accreditation and Trademark
  • FCA approvals
  • Inspector clients
  • I enjoyed the vibe within the sales department, but the product we were selling for accreditation and trademarks was not personally something I found passionate about but the passion around helping people with their businesses was rewarding.
  • I then took 4 months from Aug 2023 - Nov 2023 due to a relocation and personal development, which again, I am comfortable to be open about.

Work Management Coordinator for Projects

Imserv Europe Ltd
01.2023 - 05.2023
  • Took ownership of a project to work with our energy client Opus Energy Limited and Drax Energy Ltd that I ran and was first line support to, working alongside account managers to drive revenue.
  • Worked closely with suppliers and our technicians to ensure customers meters were installed/exchanged/repaired.
  • Scheduling/re-booking in jobs on behalf of the technicians, suppliers and customers.
  • Oversaw the escalations, emergency jobs and complaints.
  • Actively listened to all parties to implement these changes and got great feedback.
  • Implemented changes to the project to ensure a smoother journey for all parties.
  • Used in house systems as well as everyday system which required attention to detail for all parties.
  • I then took 4 months from May 2023 to August 2023 for my physical health and wellbeing, which I am comfortable being open about.

Customer Services

NHBC
05.2022 - 12.2022
  • Major Accounts DOLC (Date of Legal Completion) project which required attention to detail when processing and recording data on their in-house system.
  • Worked closely with our clients, builders, developers, homeowners and inspectors.
  • Registered plots, charged late registration fees which required percentage calculations and attention to detail.
  • Worked closely with other internal departments such as underwriting, major accounts, account managers to help assist our clients and customers and drive revenue.
  • Credit, refunds and rectifying fee errors using in-house systems.
  • General enquiries and quotes.
  • Onboarding and retention.

Fraud Analyst

TSYS/TMS
11.2021 - 05.2022
  • Investigating credit card fraud cases to evaluate supporting data, and collecting/documenting evidence which required attention to detail when updating the CRM system and taking security measures.
  • Reviewing and making recommendations for action in pursuit of recovery.
  • Supporting own team and colleagues with escalations, offering advice and guidance.
  • Tracked fraud cases and monitored trends to develop strategies for prevention.
  • Evaluated customer data to identify and prevent fraudulent activities.
  • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
  • Maintained up-to-date knowledge of regulations related to fraud prevention, ensuring compliance with relevant laws and guidelines.

Billing Specialist

Xero
03.2019 - 11.2021
  • Effective resolution and prioritisation of customer support requests.
  • Strengthened client relationships through effective communication regarding billing issues and concerns.
  • Communicated with internal colleagues and external clients and customers.
  • Ensured all data was correct using their in-house system.
  • Investigated queries regarding subscription invoice and subscriber access. Which required attention to detail when updating information and processing credits, refunds, cancellations, applied promo codes and discounts.
  • Contributed to the continuous improvement of the customer journey.
  • Problem solving for technical issues using a variety of resources and team collaboration.
  • Attend and assist with training sessions on in-house software applications and selected areas of the Xero accounting application.
  • I took ownership of a project for one of our biggest clients to train each client on how to use our system, being the clients first line of support with their queries/complaints which helped drive our client base as well as their own client base. Turning over a high profit whilst still managing my own queue, helping the team and meeting my target.
  • Regularly demonstrating Xero's core values - Human, Team, Challenge, Ownership, and Beautiful.
  • Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
  • Identified, researched, and resolved billing variances to maintain system accuracy and currency.
  • Ensured compliance with industry regulations by staying up-to-date on changes in billing rules and guidelines.

Contracts Customer Service Executive

Rightmove
10.2015 - 01.2019
  • Reaching or exceeding our team targets whilst maintaining a 24-hr turn-around time.
  • Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
  • Described product and service details to customers to provide information on benefits and advantages.
  • Admin based that required attention to detail such as processing contracts, credits, refunds, cancellations, promo codes and discounts.
  • Reporting to team Leader and senior with escalations and prioritisations. Quickly became a senior member of the team reporting to the team leader.
  • Involved with a variety of different projects as and when required. I took ownership of a project that I called the 'underspend' project where I investigated lost revenue, corrected this so we profited back £11,000 and then I refined and coached processes so that these human errors would not occur again.
  • Due to this we was able to persuade the company to build us in-house software called Bonita to automate processes to stop manual errors and then helped build, trial/error and then train the entire team on how to use the in-house software.
  • Leveraged strong interpersonal skills to build lasting relationships with customers and account managers, fostering brand loyalty and repeat business.
  • Boosted customer retention rates by providing exceptional service and building rapport with clients.
  • Collaborated with cross-functional teams to improve overall customer experience within the company.
  • I then traveled from Jan 2019 to Mar 2019.

Education

Level 3 Subsidiary Animal Management and Welfare - Extended Diploma - BTEC

Moulton College
09.2013 - 06.2015

Level 3 Qualification in Numeracy - undefined

Denbigh School
Milton Keynes, Shenley Church End
09.2007 - 06.2012

Skills

  • Understanding differences when communicating and the style of communication, adapting to each person

  • Direct but fair, whilst I will always try to resolve a situation for a customer, sometimes it isn't possible, it's important to be empathetic and ensure the customer understands the reasons behind a decision and provide constructive feedback as well as support

Timeline

Customer Care Advisor

Kia Motors
03.2024 - Current

Customer Care Advisor

Bp Pulse
11.2023 - 03.2024

Business Development Partner

BSI
08.2023 - 08.2023

Work Management Coordinator for Projects

Imserv Europe Ltd
01.2023 - 05.2023

Customer Services

NHBC
05.2022 - 12.2022

Fraud Analyst

TSYS/TMS
11.2021 - 05.2022

Billing Specialist

Xero
03.2019 - 11.2021

Contracts Customer Service Executive

Rightmove
10.2015 - 01.2019

Level 3 Subsidiary Animal Management and Welfare - Extended Diploma - BTEC

Moulton College
09.2013 - 06.2015

Level 3 Qualification in Numeracy - undefined

Denbigh School
09.2007 - 06.2012

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Abigail WoolfordLinkedIn: Abigail-woolford-b93024104