Alexandra Roach
Newport,Isle of Wight
Summary
Skilled Customer service agent with extensive experience providing first-class service within office and call centre settings. Consistently exceeds expectations with dedicated work ethic and passion for helping people. Committed to professional development, achieving strong results and applying consistent best practices.
Overview
32
32
years of professional experience
12
12
years of post-secondary education
Work history
Customer service agent
Firstsource
Work from home
01.2025 - Current
- Updated information on customer database for EON NEXT for unoccupied accounts and for deceased customers
- Calling customers to arrange appointments to have smart meters fitted.
- Developed rapport with customers through empathetic listening skills.
Customer Service Agent
Ascensos
West Cowes, Isle of Wight
05.2018 - 01.2025
- Worked on telephone and email campaigns for client companies Pretty Little Thing, B&Q, ALDI, Wickes and NHS Scotland
- Developed rapport with customers through empathetic listening skills.
- Maintained high standards of professionalism whilst dealing with complex situations.
- Adhered strictly to regulatory guidelines during customer interactions, maintained brand reputation.
- Utilised product knowledge to provide accurate information to customers.
- Improved customer satisfaction by efficiently resolving complaints and issues.
- Handled difficult situations calmly, delivered positive outcomes under pressure.
Temporary Accounts and Administration roles
Robert Half, Office Angels, Sheridan Maine
Bournemouth, Poole & New Forest, England
04.2007 - 01.2015
- Roles including Finance Officer, Accounts assistant, Payroll, Purchase ledger and credit control in a variety of small and medium businesses, professional practices and charities
- Worked flexible hours.
- Carried out day-to-day duties accurately and efficiently.
- Supported team by demonstrating respect and willingness to help.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Increased customer satisfaction by resolving issues.
Accounts trainee
Ward Goodman
Ringwood, Hampshire
02.1999 - 04.2001
- Accounts preparation for small traders, partnerships and limited companies
- Company Secretarial work
Accounts trainee
Forbes Laessing & Co
Southampton
11.1998 - 01.1999
- Prepared Accounts to trial balance
- Maintained statutory books and completed Company Secretarial work
- Audit testing
- General office administration
Place Mill Assistant
Christchurch Borough Council
Christchurch, Dorset
01.1998 - 10.1998
- Providing Tourist Information
- Responsible for souvenir and book sales, maintaining stock and reordering
- Cash handling and related administration
Teacher of French
Holy Cross School
Broadstairs, Kent
01.1997 - 08.1997
- Teaching French to Years 7 - 11
- Department Administration
- Year 8 Form tutor
Language Assistant
University of Cergy-Pontoise
Cergy-Pontoise, France
10.1993 - 09.1994
- Taught spoken English and comprehension to undergraduates from a range of courses
Education
PGCE - French and German
Westminster College
Oxford, Oxfordshire 09.1995 - 06.1996
Bachelor of Arts - Literary Studies (English and French)
University of Portsmouth
Portsmouth 10.1989 - 06.1993
Licence es LEA (BA equivalent) - Applied Languages
University Jean Monnet
Saint Etienne 09.1991 - 06.1992
A-Levels - English, French and History
Brockenhurst College
Brockenhurst 09.1986 - 06.1988
O-levels - 9 subjects including English and Maths
Arnewood School
New Milton 09.1981 - 06.1986
Skills
- Eight years customer service experience by phone and email often under great pressure
- Good at building rapport with customers
- Good written and verbal communications skills
- Strong desire to provide good service to customer while respecting business needs
- More than a decade of experience in accounts and admin
- Keen awareness of legal requirements
Affiliations
- Genealogy, Knitting
Languages
French
Fluent
Italian
Beginner
Timeline
Customer service agent
Firstsource
01.2025 - Current
Customer Service Agent
Ascensos
05.2018 - 01.2025
Temporary Accounts and Administration roles
Robert Half, Office Angels, Sheridan Maine
04.2007 - 01.2015
Accounts trainee
Ward Goodman
02.1999 - 04.2001
Accounts trainee
Forbes Laessing & Co
11.1998 - 01.1999
Place Mill Assistant
Christchurch Borough Council
01.1998 - 10.1998
Teacher of French
Holy Cross School
01.1997 - 08.1997
PGCE - French and German
Westminster College
09.1995 - 06.1996
Language Assistant
University of Cergy-Pontoise
10.1993 - 09.1994
Licence es LEA (BA equivalent) - Applied Languages
University Jean Monnet
09.1991 - 06.1992
Bachelor of Arts - Literary Studies (English and French)
University of Portsmouth
10.1989 - 06.1993
A-Levels - English, French and History
Brockenhurst College
09.1986 - 06.1988
O-levels - 9 subjects including English and Maths
Arnewood School
09.1981 - 06.1986