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
2025.01 - 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
2018.05 - 2025.01
- 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
2007.04 - 2015.01
- 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
1999.02 - 2001.04
- Accounts preparation for small traders, partnerships and limited companies
- Company Secretarial work
Accounts trainee
Forbes Laessing & Co
Southampton
1998.11 - 1999.01
- 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
1998.01 - 1998.10
- 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
1997.01 - 1997.08
- Teaching French to Years 7 - 11
- Department Administration
- Year 8 Form tutor
Language Assistant
University of Cergy-Pontoise
Cergy-Pontoise, France
1993.10 - 1994.09
- Taught spoken English and comprehension to undergraduates from a range of courses
Education
PGCE - French and German
Westminster College
Oxford, Oxfordshire 1995.09 - 1996.06
Bachelor of Arts - Literary Studies (English and French)
University of Portsmouth
Portsmouth 1989.10 - 1993.06
Licence es LEA (BA equivalent) - Applied Languages
University Jean Monnet
Saint Etienne 1991.09 - 1992.06
A-Levels - English, French and History
Brockenhurst College
Brockenhurst 1986.09 - 1988.06
O-levels - 9 subjects including English and Maths
Arnewood School
New Milton 1981.09 - 1986.06
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
2025.01 - Current
Customer Service Agent
Ascensos
2018.05 - 2025.01
Temporary Accounts and Administration roles
Robert Half, Office Angels, Sheridan Maine
2007.04 - 2015.01
Accounts trainee
Ward Goodman
1999.02 - 2001.04
Accounts trainee
Forbes Laessing & Co
1998.11 - 1999.01
Place Mill Assistant
Christchurch Borough Council
1998.01 - 1998.10
Teacher of French
Holy Cross School
1997.01 - 1997.08
PGCE - French and German
Westminster College
1995.09 - 1996.06
Language Assistant
University of Cergy-Pontoise
1993.10 - 1994.09
Licence es LEA (BA equivalent) - Applied Languages
University Jean Monnet
1991.09 - 1992.06
Bachelor of Arts - Literary Studies (English and French)
University of Portsmouth
1989.10 - 1993.06
A-Levels - English, French and History
Brockenhurst College
1986.09 - 1988.06
O-levels - 9 subjects including English and Maths
Arnewood School
1981.09 - 1986.06