Aimee Butler
Peterborough
Summary
A highly motivated and experienced Customer Service Supervisor with a strong background in contact centre operations, performance management and customer service. I have experience leading and developing teams, analysing data to improve performance, and finding ways to improve processes and more effective.
I am passionate about delivering a great customer experience and making sure customers feel listened to and supported. I have strong skills in coaching, motivating and developing people, while creating a positive culture of ownership and accountability.
I am reliable, organised and adaptable, with excellent communication skills and a strong work ethic. I work well in fast-paced environments, both independently and as part of a team, and I am always looking for opportunities to improve, make a difference and deliver the best possible outcome
Overview
18
18
years of professional experience
Work History
Omni Resolutions Team
Beko Europe
Peterborough
03.2022 - Current
- Led and managed a team of Customer Service Advisors, driving performance through coaching, motivation, and ongoing support.
- Maximised team effectiveness by monitoring KPIs, analysing performance data, and delivering regular feedback against targets.
- Conducted call monitoring, coaching, and performance reviews to ensure the delivery of defined customer experience, and sales compliance on every interaction.
- Resolved complex customer issues and escalated complaints, implementing corrective actions to enhance customer satisfaction and retention.
- Supported advisors in effective use of IT and telecommunications systems, promptly reporting and resolving technical issues.
- Provided people management support, including absence management, return-to-work meetings, disciplinary processes, and staff development.
- Set targets, incentives, and development plans, aligned with company values and objectives.
- Queue monitoring and manage workloads.
- Designed and implemented an internal recruitment process, covering applications, right-to-work compliance, and onboarding.
- Contributed to revenue growth and customer satisfaction through continuous improvement initiatives.
Advisor
Beko Europe, Omni Channel
06.2015 - 03.2020
- Managed service partners by liaising with engineers to facilitate operational support and prompt issue resolution.
- Collaborated with regional managers nationwide to maintain service quality and standards.
- Trained and supported new team members to ensure compliance with processes.
- Resolved customer complaints through active listening and tailored solutions, enhancing customer satisfaction.
- Proactively contacted customers to ensure satisfactory resolution of issues.
- Coordinated inspections with third-party service providers to ensure timely resolution of warranty issues.
- Responded to general enquiries regarding store hours, stock status, and location.
Frontline / Web-chat Co-Worker
Ikea Contact Centre
02.2014 - 06.2015
- Delivered high-quality customer support via phone and web-chat channels, enhancing customer satisfaction.
- Addressed customer inquiries about store information, stock availability, deliveries, and fault reporting, ensuring effective resolution.
- Maintained accurate customer records to facilitate seamless service delivery.
- Coordinated inspections with third-party service providers and engineers to ensure timely service delivery.
Community Care Worker
Hales Health and Social Care
09.2012 - 01.2014
- Assisted with personal care, including washing, bathing, and toileting.
- Prepared medications and assisted with mobility needs.
- Facilitated shopping and meal preparation alongside light domestic tasks to enhance service user comfort.
- Supported service users in homes, promoting independence through tailored assistance.
- Provided companionship during outings and activities to enhance independence.
- Completed and updated care plans and documentation, ensuring accuracy to meet service user needs.
- Ensured service user privacy by adhering to confidentiality protocols.
- Maintained confidentiality while prioritizing health and safety standards.
Team Member
The Hampton
07.2011 - 09.2012
- Addressed customer inquiries and complaints to ensure satisfaction and foster positive relationships.
- Provided attentive beverage service to enhance guest experience in restaurant and bar areas.
- Collaborated with team members to support colleagues under time constraints.
- Maintained cleanliness and ensured health compliance to safeguard customer and colleague well-being.
- Maintained high standards of store cleanliness and hygiene.
- Managed calls and coordinated advance group bookings effectively.
Sales Assistant - Supervisor
Card Factory
07.2009 - 07.2011
- Achieve financial targets and assist and guide staff to sell add-on, to increase profit.
- Managed staff, including cashiers and shop floor team, ensuring efficient daily operations.
- Coached, recruited, and trained employees, fostering a skilled and disciplined team.
- Evaluated daily employee performance to identify areas for improvement.
- Handled escalated customer complaints and issues, ensuring professional and efficient resolution.
- Ensure standards for quality, customer service and health and safety are met.
- Maintain inventory and ensure items are in stock.
- Monitored supply and demand fluctuations to ensure optimal stock levels.
Sales Assistant
Card Factory
06.2008 - 07.2009
- Assisted customers in locating desired products efficiently.
- Provided product selection guidance to enhance customer experience.
- Greeted customers upon entry to foster positive shopping experience.
- Resolved customer complaints with professionalism, enhancing customer satisfaction.
- Processed cash and card payments, ensuring accurate and efficient transactions.
- Merchandised and replenished stock to maintain store appearance.
- Organised and accepted large stock shipments upon arrival.
Education
Peterborough Regional College
2011
Walton Community School
01-2008
Skills
- Contact centre operations
- Performance management
- Data analysis
- Process improvement
- Training development
- Team leadership and coaching
- Team motivation
- Customer resolution
- Conflict resolution
- Task prioritisation
- Attention to detail
- Written and verbal communication
- Communication skills
Timeline
Omni Resolutions Team
Beko Europe
03.2022 - Current
Advisor
Beko Europe, Omni Channel
06.2015 - 03.2020
Frontline / Web-chat Co-Worker
Ikea Contact Centre
02.2014 - 06.2015
Community Care Worker
Hales Health and Social Care
09.2012 - 01.2014
Team Member
The Hampton
07.2011 - 09.2012
Sales Assistant - Supervisor
Card Factory
07.2009 - 07.2011
Sales Assistant
Card Factory
06.2008 - 07.2009
Peterborough Regional College
Walton Community School