Beckii Gaffee
Hartwell,Northampton
Summary
Dedicated customer service professional with expertise in customer relationship management systems and a high commitment to customer service excellence. Proficient in Microsoft Office Suite, with advanced typing speed and experience in both on-site and telephone customer service. Skilled in managing customer service in delivery, aiming to leverage these competencies to enhance client satisfaction and operational efficiency.
Overview
10
10
years of professional experience
7
7
years of post-secondary education
1
1
Certification
Work history
Trade Plate Driver
Response-able Solutions
Northampton, Northamptonshire
06.2023 - 12.2025
- Ensured timely delivery of vehicles to designated locations across various regions.
- Conducted thorough inspections of vehicles before and after transportation to guarantee safety.
- Maintained accurate records of vehicle movements and communication with dispatch teams.
- Adhered to all road safety regulations and company policies during transportation tasks.
- Resolved any issues encountered on the road to minimise delays and enhance customer satisfaction.
- Fulfilled all job duties whilst maintaining high levels of attention to detail.
- Demonstrated adaptability, effectively managing changes in schedules or routes when required .
Collections Manager
Car Shop
Northampton, Northamptonshire
11.2022 - 06.2023
- Managed collections process ensuring timely follow-ups with customers regarding outstanding payments.
- Developed and implemented strategies to enhance collection efficiency and minimise delinquency rates.
- Trained and mentored team members on best practices for customer interaction and conflict resolution.
- Conducted regular assessments of team performance and provided constructive feedback to drive development.
- Implemented process improvements that streamlined workflows and enhanced overall operational effectiveness.
Customer Services Team Leader
Action Express Ltd
Northampton, Northamptonshire
02.2021 - 10.2022
- Led customer service team to enhance efficiency and improve service quality.
- Trained new team members on best practices and company policies to ensure compliance.
- Mentored staff in effective communication techniques to foster positive customer interactions.
- Monitored daily operations to ensure adherence to service standards and operational procedures.
- Managed escalated complaints with empathy and professionalism, improving brand reputation.
Customer Service Advisor
DHL Parcel UK
Milton Keynes
11.2020 - 01.2021
- Delivered exceptional customer service by promptly responding to inquiries and resolving issues.
- Collaborated with team members to ensure timely and accurate processing of orders.
- Utilised CRM software to track customer interactions and maintain updated records.
- Facilitated communication between customers and various departments to streamline service delivery.
- Developed and maintained strong relationships with clients to foster loyalty and repeat business.
Customer Service Manager
DX Freight
Northampton, Northamptonshire
09.2019 - 11.2019
- Led customer service team to enhance overall service delivery and customer satisfaction.
- Implemented training programmes for staff to improve product knowledge and service skills.
- Resolved complex customer issues by utilising strong problem-solving and communication skills.
- Ensured business objectives met through strategic planning.
- Delivered exceptional service by addressing customer queries promptly.
- Oversaw daily operations, ensuring optimal performance.
- Cultivated a productive work culture by encouraging teamwork.
- Maintained positive relationships through effective communication.
Contact Centre Team Manager
Dx Secure
Northampton, Northamptonshire
06.2017 - 08.2019
- Led a team of customer service representatives to enhance service delivery and operational efficiency.
- Implemented quality assurance measures to ensure adherence to service standards across all interactions.
- Monitored team performance metrics and provided feedback to drive continuous improvement initiatives.
- Facilitated regular team meetings to discuss challenges, share best practices, and foster a collaborative work environment.
- Managed escalated customer complaints, ensuring timely resolutions to maintain positive relationships.
- Addressed customer complaints promptly, ensuring customer satisfaction and retention.
- Fostered a positive work environment through effective communication and conflict resolution tactics.
Call Centre Agent
Dx Secure
Northampton, Northamptonshire
12.2015 - 06.2017
- Provided exceptional customer service by addressing client inquiries and resolving issues promptly.
- Utilised call management systems to efficiently log customer interactions and track resolutions.
- Conducted follow-up calls to ensure customer satisfaction and gather feedback on services rendered.
- Assisted in training new staff members, fostering a supportive work environment.
- Managed high volume of inbound calls, ensuring swift response times.
- Maintained professional demeanour during challenging customer interactions, maintaining calm under pressure.
- Fulfilled administrative duties such as filing, copying and faxing documents when required.
Education
BTEC National Diploma - Performing Arts (Acting)
Northampton College, Booth Lane
Northampton, Northamptonshire 01.2008 - 01.2010
Elizabeth Woodville School
Northampton, Northamptonshire 01.2003 - 01.2008
Skills
- Customer relationship management systems
- Advanced typing speed
- Microsoft office suite proficiency
- High commitment to customer service
- On-site and telephone customer service
- Customer service in delivery
Interests
Baking, Spending time with my family, Driving, Music, Dancing
Certification
IAO Level 3 in Customer Services (Management)
Timeline
Trade Plate Driver
Response-able Solutions
06.2023 - 12.2025
Collections Manager
Car Shop
11.2022 - 06.2023
Customer Services Team Leader
Action Express Ltd
02.2021 - 10.2022
Customer Service Advisor
DHL Parcel UK
11.2020 - 01.2021
Customer Service Manager
DX Freight
09.2019 - 11.2019
Contact Centre Team Manager
Dx Secure
06.2017 - 08.2019
Call Centre Agent
Dx Secure
12.2015 - 06.2017
BTEC National Diploma - Performing Arts (Acting)
Northampton College, Booth Lane
01.2008 - 01.2010
Elizabeth Woodville School
01.2003 - 01.2008