Anne-Marie Horsfield
Rotherham
Summary
Experienced and dedicated customer-focused professional with 21 years experience in customer service and complaints handling. My strong interpersonal skills ensure I work well as part of a team whilst also striving to achieve my own personal targets. My courteous, empathetic and patient skills mean I would be an asset to any customer facing organisation. I have a passion for helping others be successful in their role
Overview
27
27
years of professional experience
Work History
Client Care Coordinator
MSI Reproductive Choices
Rotherham
11.2024 - Current
- Utilised excellent interpersonal skills to build strong relationships with clients.
- Improved customer satisfaction by handling all client queries in a professional, prompt manner.
- Recorded and processed customer data accurately.
- Listened actively to offer accurate information and best solution to their needs.
- Maintained high call quality for improved business reputation.
Customer Sales Advisor
Capita O2
Rotherham
08.2020 - Current
- Handled inbound and outbound sales as well as assisting with customer service calls when necessary.
- Improved customer satisfaction by providing professional, friendly service.
- Developed strong relationships with customers by understanding their specific requirements.
- Managed customer complaints for swift resolution.
- Achieved high sales targets with outstanding product knowledge.
- Advised customers on suitable products to products to meet their needs.
- Assisted managers by monitoring and analysing customer interaction to improve call quality.
- Maintained high levels of call quality control by adhering to company procedures and guidelines.
Customer service advisor
Capita Npower
Rotherham
10.2018 - 08.2020
- Handled customer queries and complaints via telephone.
- Improved customer satisfaction by promptly addressing queries and complaints.
- Adhered strictly to policies and procedures for continued company compliance.
Customer service advisor
Capita Department for Work and Pensions
Rotherham
11.2015 - 10.2018
- Recorded and processed customer data accurately.
- Communicated with customer by telephone to arrange suitable appointments and ensuring the customers were provided with the relevant information.
- Exceeded KPI targets when providing customer support via telephone.
- Adhered strictly to policies and procedures for continued company compliance.
- Managed a high volume of inbound calls from people new to the United Kingdom to arrange National Insurance numbers.
- Handled sensitive inbound calls, which involved having to ask some customers if they had a terminal illness.
Customer service advisor
Capita EE
Rotherham
01.2003 - 11.2015
- Handled inbound retention calls
- Improved customer satisfaction by promptly addressing queries and complaints.
- Carried out administrative duties, which included handling cheques and money, ensuring these were logged and then forwarded to the relevant departments for processing. Processing requests for new equipment to be sent to customers.
- Responded to difficult situations calmly, gained trust of aggrieved customers.
- Provided support and guidance to colleagues with their customer queries and complaints to enable them to achieve the correct outcome.
- Coordinated with other teams to resolve multi-faceted client problems swiftly.
- Managed complex customer issues to successful resolution.
Sewing machine operator
Sr Gents
Mexborough, Doncaster
10.1997 - 01.2003
- Followed company protocols strictly during machine operation, prioritising safety at all times.
- Contributed to team's overall performance through collaborative efforts during big projects.
Education
GCSEs - English, Maths, Spanish and Science
Mexborough Grammar School
South YorkshireSkills
- Outstanding customer service
- Sales expertise
- Email correspondence
- Positive attitude
- Regulatory compliance
- Data confidentiality
- GDPR regulations knowledge
- Punctual and reliable
- High volume call handling
- Fully qualified driver
- Empathy displaying
- Script following
- Friendly demeanour
References
Name: Jolene Atherton
Position: Capita O2 Operational Manager
Number: 07739144899
Personal Email: joatherton01@icloud.com
Name: Andrea McKay
Position: Capita O2 Team Manager
Number: 07983979183
Email: andrea0174@gmail.com
Email: andrea.mckay@capita.com
Timeline
Client Care Coordinator
MSI Reproductive Choices
11.2024 - Current
Customer Sales Advisor
Capita O2
08.2020 - Current
Customer service advisor
Capita Npower
10.2018 - 08.2020
Customer service advisor
Capita Department for Work and Pensions
11.2015 - 10.2018
Customer service advisor
Capita EE
01.2003 - 11.2015
Sewing machine operator
Sr Gents
10.1997 - 01.2003
GCSEs - English, Maths, Spanish and Science
Mexborough Grammar School
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