Amber Shepherd
Customer Service Advisor
Darlington,County Durham
Summary
Proven Customer Service Advisor at EE, adept in call center operations and fostering customer relations, significantly enhanced customer satisfaction and first-call resolution rates. Skilled in complaint handling and active listening, I excel in creating positive outcomes and building strong client rapport, as demonstrated at Y2K Hair Design.
Friendly and approachable, with knack for solving customer concerns efficiently and professionally. Familiar with communication techniques and problem-solving skills essential for delivering exceptional customer service. Committed to creating positive customer experiences and fostering long-term relationships.
Overview
8
8
years of professional experience
7
7
years of post-secondary education
Work History
Customer Service Advisor
EE
Darlington, County Durham
09.2023 - Current
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Contributed to team meetings with valuable input, fostering a collaborative work environment.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Improved first-call resolution rates by providing accurate information and effective problem-solving skills.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed escalated calls effectively, diffusing tense situations and negotiating resolutions.
- Maintained up-to-date knowledge of product and service changes.
Hairdresser
Y2K Hair Design
Darlington, County Durham
09.2016 - 09.2023
- Enhanced client satisfaction by providing personalized hair consultations and recommending suitable styles.
- Supported fellow stylists during peak times by assisting them with shampooing or blow-drying tasks when needed.
- Kept work areas, tools, and equipment clean and properly sanitized to minimize disease transfer and health risk of shared environment.
- Supported reception desk, receiving phone calls, entering appointments, and collecting payments for services rendered.
- Developed strong rapport with clients through excellent communication skills, resulting in referrals and positive reviews.
- Trimmed, cut, and shaped hair and hairpieces based on customer preference.
- Shampooed, conditioned, and rinsed guests' hair using salon-exclusive products while educating clients on product benefits to increase product sales.
- Promoted a safe work environment by adhering strictly to sanitation guidelines set forth by state regulations and salon policies.
- Managed appointment scheduling efficiently, maximizing daily bookings while minimizing wait times for clients.
- Built strong and lasting rapport with clients through consistent delivery of requested services and exceptional results.
Education
Hairdressing
BL Hairdressing
Darlington 09.2016 - 09.2018
GCSE
St. Aiden's Church Of England Academy
Darlington, United Kingdom 09.2009 - 06.2014
Skills
Call center operations
Customer service excellence
Complaint handling
Customer relations
Email management
Active listening
Effective time management
Timeline
Customer Service Advisor
EE
09.2023 - Current
Hairdresser
Y2K Hair Design
09.2016 - 09.2023
Hairdressing
BL Hairdressing
09.2016 - 09.2018
GCSE
St. Aiden's Church Of England Academy
09.2009 - 06.2014
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