Summary
Overview
Work History
Education
Skills
Timeline
Generic

Carl Rayner

Essex,United Kingdom

Summary

Highly skilled professional with extensive expertise in email management, order processing, and customer needs analysis. Adept at managing customer complaints, reporting and documentation, and proficient in Office 365 usage. Demonstrates strong capabilities in payment processing, efficient problem-solving, and phone system adeptness. Known for advanced product knowledge, data confidentiality, and service-oriented approach. Experienced in technical support, case management, tracking orders, and maintaining respectfulness and strong empathy. Career goal includes leveraging technical support skills to enhance customer satisfaction and operational efficiency.

Overview

13
13
years of professional experience
6046
6046
years of post-secondary education

Work History

Customer Services Advisor/Associate

Virgin Money
Essex
01.2024 - 03.2025
  • Answering inbound calls, and making outbound calls,managing over 50 calls per day, on behalf of Virgin Money
  • I am working remotely from home in Fraud Operations, on the digital sector of payments
  • I am helping customers on various enquiries relating to logging down and reporting fraud and scams
  • Assisting customers making payments that were on hold due to fraudulent checks
  • Using various applications opened at the same time
  • Ensuring customers issues were resolved quickly, promptly and resolved at first point of contact
  • Assisting vulnerable customers making sure they were listened to and vulnerabilities logged
  • Carried out all administration tasks relating to customer services enquiries, exceeding KPI targets
  • Maintained an exceptional level of product knowledge and kept up-to-date with product developments, providing customers with effective information and delivering customer satisfaction
  • Resolved product or service problems, handled customer complaints and followed these up to ensure effective resolution
  • Engaged, interacted with customers and provided creative solutions to problems
  • I worked Via Teleperformance

Transport Office Admin/Bespoke Delivery Driver

Washroom
Essex
03.2014 - 01.2024
  • Reviewed daily delivery schedule to guarantee timely deliveries and customer satisfaction
  • Prepared monthly reports about vehicle condition, mileage and expenses and any damages on vehicles
  • Provided excellent customer service, answering questions and handling complaints from clients and departments
  • Maintained and updated delivery log following company established policies and procedures
  • Calculated most cost-effective routes to destinations using GPS technology and tracking software
  • Submitted accident reports and questioned drivers and adhered to emergency protocols
  • Communicated with different departments for reporting and monitoring purposes
  • Performed vehicle inspections to locate malfunctioning or damaged vehicles and equipment
  • Notified clients of estimated arrival times
  • Transported, unloaded and delivered items safely and securely to prevent damage, spoilage on bespoke items

Customer Services Advisor

Caring Companions
Essex
02.2012 - 12.2018
  • Carried out all administration tasks relating to customer services enquiries within agreed service protocols, and exceeding KPI targets
  • Maintained an exceptional level of product knowledge and kept u
  • Scanned incoming documentation then actioned and distributed this appropriately to make sure all efforts were in alignment
  • Resolved delivery discrepancies and resolved issues with damaged items and returns
  • Coordinated efficiently with other departments for issue escalation, facilitating timely solutions.
  • Answered and handled 100+ calls promptly in an enthusiastic, courteous and efficient manner and with empathy to clients
  • Engaged, interacted and communicated with customers and provided creative solutions to problems
  • Worked Weekends from March 2014 when commencing my other role

Education

Comptia A + Core 1 - Computing

My Learning Academy
Remote

A Levels - Computing

DCT Computing College
London
09.2001

GCSEs - Maths, English, Computer studies, Art, Physics

St Martins Comprehensive
Essex
09.1989

Skills

  • Email management
  • Customer complaint management
  • Office 365 usage
  • Payment Processing
  • Efficient problem-solving
  • Transaction processing
  • Telephone etiquette
  • Case Management
  • Strong empathy

Timeline

Customer Services Advisor/Associate

Virgin Money
01.2024 - 03.2025

Transport Office Admin/Bespoke Delivery Driver

Washroom
03.2014 - 01.2024

Customer Services Advisor

Caring Companions
02.2012 - 12.2018

Comptia A + Core 1 - Computing

My Learning Academy

A Levels - Computing

DCT Computing College

GCSEs - Maths, English, Computer studies, Art, Physics

St Martins Comprehensive

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Carl Rayner