Overview
Work history
Education
Skills
Timeline
Generic

Carol Jillings

Lowestoft,Suffolk

Overview

37
37
years of professional experience

Work history

Customer support specialist

HOSEASONS
LOWESTOFT, SUFFOLK
07.2008 - 08.2025
  • Provided exceptional customer support by resolving inquiries and complaints efficiently.
  • Assisted customers in navigating booking systems and understanding holiday options.
  • Collaborated with team members to enhance service delivery and improve customer satisfaction.
  • Developed comprehensive knowledge of products and services to better address customer needs.
  • Facilitated communication between customers and management to resolve complex issues.
  • Trained new staff on customer service protocols and effective communication strategies.
  • Delivered excellent service with timely problem resolution.
  • Maintained accurate records of customer interactions to ensure seamless follow-up.
  • Boosted customer satisfaction by resolving complex queries swiftly.
  • Deescalated tense situations tactfully, maintaining professionalism at all times.
  • Handled complaints effectively, resulting in increased loyalty from customers.
  • Managed inbound calls for a seamless customer experience.
  • Maintained updated knowledge of product offerings to provide accurate information to customers.
  • Managed email correspondences efficiently, enhancing response time significantly.
  • Trained new team members, ensuring high-quality customer support.
  • Coordinated with other departments to resolve cross-functional issues.
  • Developed personalised solutions to ensure customer satisfaction at all times.
  • Resolved technical issues promptly, minimising disruption for customers.
  • Fostered positive relationships with customers using empathetic communication skills.
  • Mastered use of internal software tools, improving work speed considerably.
  • Collaborated with the sales team to identify upselling opportunities whilst aiding customers.
  • Conducted frequent follow-ups to ensure complete resolution of issues and overall customer satisfaction.
  • Participated in weekly team meetings, driving continuous improvement initiatives.
  • Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
  • Processed inbound customer calls, providing information on service or product upgrades
  • Handled phone, email and social media enquiries with consistent customer service across multiple channels.
  • Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
  • Managed high-volume customer queries simultaneously through effective multitasking.
  • Assisted customers with product complaints, logging issues for investigation and providing replacement items.
  • Consistently achieved service rating targets, managing customer enquiries with personalised care and attention.
  • Participated in regular training to maintain up-to-date knowledge on company products and policies.
  • Assisted customers with varying questions using product knowledge and service expertise.
  • Adhered strictly to policies and procedures for continued company compliance.
  • Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
  • Answered customer telephone calls promptly and improved on-hold wait times.
  • Maintained excellent client satisfaction by providing in-depth support.
  • Listened actively to offer accurate information and best solution to their needs.
  • Recorded information about inquiries and complaints within internal database.
  • Advised customers on availability, pricing and location of products.
  • Handled in-person, email and mailed correspondence.
  • Followed scripts when answering common customer questions.
  • Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
  • Prepared necessary forms to complete transactions.
  • Processed and issued refunds, exchanges and credit notes, providing tailored solutions to customer issues.
  • Applied conflict management to stressed and concerned customers.

HOLIDAY SALES AGENT

HOSEASONS
LOWESTOFT, SUFFOLK
07.2008 - 08.2025
  • Provided exceptional customer service by addressing inquiries and resolving issues effectively.
  • Assisted customers in selecting holiday packages tailored to their preferences and budgets.
  • Utilised sales software to manage bookings and track customer interactions efficiently.
  • Coordinated promotional activities to enhance visibility of holiday offerings and attract customers.
  • Developed product knowledge to provide accurate information on holiday destinations and services.
  • Collaborated with team members to ensure seamless operation during peak holiday seasons.
  • Maintained up-to-date knowledge of travel regulations and health guidelines affecting holiday travel.
  • Trained new agents on sales techniques and customer service standards to ensure consistency.
  • Navigated challenging negotiations successfully whilst maintaining strong relationships with clients.
  • Displayed excellent multitasking abilities during high-pressure situations, ensuring optimal service delivery.
  • Enhanced sales performance with thorough knowledge of product range.
  • Performed regular follow-ups with prospective customers, leading to increased conversion rates.
  • Developed sales pitches tailored specifically to individual client needs.
  • Liaised effectively between customers and internal departments to facilitate smooth transactions.
  • Maintained detailed records of sales activities for accurate forecasting.
  • Established robust client relationships through effective communication and negotiation skills.
  • Provided after-sales support as required, enhancing overall customer experience.
  • Listened to customer problems, objections and concerns, offering tailored solutions.
  • Used active listening and relationship-building skills to assess customer needs, build rapport and deliver viable solutions.
  • Understood store goals and used upselling and cross-selling techniques to achieve targets.
  • Applied exceptional customer service skills across all sales channels to engage prospects.
  • Delivered outstanding customer experiences through attentive care and faultless service.
  • Used active listening and relationship-building techniques to assess customer needs and deliver viable solutions.
  • Warmly greeted customers to establish positive first impressions, enhancing in-store experiences.
  • Kept product knowledge up-to-date by attending regular training to deliver reliable information with confidence.
  • Remained knowledgeable in current stock to provide helpful, informative customer advice.
  • Retained customers by building rapport and delivering tailored product recommendations.
  • Established customer purchasing needs, offering personalised guidance with product and accessory selection.
  • Processed payments promptly and precisely using Point Of Sale (POS) systems, minimising customer waiting times.
  • Took inbound calls from prospective clients, offering detailed quotations and breakdown of benefits.
  • Provided customers with price information and handled financial transactions.
  • Built rapport with new and existing customers to boost client retention.
  • Delivered high sales performance within budget to strict deadlines and targets.
  • Delivered exceptional customer service, addressing customer queries and handling customer complaints.
  • Handled high-volume telesales enquiries within call-time targets.
  • Communicated with potential and existing customers in-person, over telephone and via webchat.
  • Increased current product and service sales through knowledgeable customer advice.
  • Maintained quality assurance standards for all products and services.
  • Built rapport with new and existing customers from diverse cultural backgrounds to maximise sales opportunities.

Sales assistant

Westgate Department store
Lowestoft, suffolk
05.2002 - 06.2008
  • Assisted customers in identifying products and provided tailored recommendations to enhance their shopping experience.
  • Maintained accurate stock levels and organised merchandise displays to reflect current promotions and seasonal trends.
  • Collaborated with team members to streamline operations and improve customer service standards throughout store.
  • Processed transactions efficiently while ensuring compliance with company policies and maintaining a balanced cash register.
  • Conducted regular inventory checks and reported discrepancies to management to ensure proper stock management.
  • Educated customers on product features and benefits, fostering informed purchasing decisions and customer satisfaction.
  • Handled customer inquiries and resolved issues promptly, contributing to a positive shopping environment and loyalty.
  • Delivered exceptional after-sales service, encouraging repeat business.
  • Conducted daily inventory checks to manage stock levels accurately.
  • Monitored trends in consumer behaviour with keen attention to detail.
  • Balanced multiple tasks simultaneously whilst maintaining high-quality customer care.
  • Maintained knowledge of current sales promotions helping customers make informed buying decisions.
  • Learnt about new products quickly, providing comprehensive guidance to customers.
  • Ensured stock replenishment in a timely manner to maintain product availability.
  • Managed till operations smoothly, reducing waiting time for customers.
  • Collaborated effectively with team members to meet sales targets.
  • Handled high-pressure situations calmly, keeping store operation seamless during peak hours.
  • Offered personalised shopping advice to enhance customer experiences.
  • Addressed customer needs promptly, resulting in positive feedback and loyalty.
  • Utilised excellent communication skills to provide detailed product information.
  • Improved customer service by efficiently handling queries and complaints.
  • Handled cash transactions swiftly, ensuring accurate accounting at the end of each shift.
  • Fostered a welcoming store environment by maintaining clean and well-organised displays.
  • Built strong relationships with regular customers for repeat business.
  • Assisted customers with product selection for optimal satisfaction.
  • Demonstrated products effectively leading to increased sales conversions.
  • Listened to customer needs and preferences to provide targeted advice, increasing sales opportunities.
  • Assisted customers in locating specific items to boost satisfaction.
  • Resolved customer complaints and process issues with proactive problem-solving skills.
  • Operated cash registers with accuracy and processed cash and card transactions.
  • Followed company procedures and guidelines for smooth retail operations.
  • Maintained knowledge of products and features to provide recommendations to customers.
  • Took interest in customers' needs and concerns to provide throughtful advice and product recommendations.
  • Guaranteed high levels of customer satisfaction through product knowledge and attentive service.
  • Conducted stock checks, faced-up shelves and recorded out-of-stock items to fulfil customer demand.
  • Updated product labelling and pricing to reflect discounts and offers.
  • Assisted customers with product selection and sales, recommending items to increase transaction value.
  • Completed purchases with cash, credit and debit payment methods, providing customer receipts for reference.
  • Monitored display stock levels, replenishing for consistently well-stocked sales floor.
  • Replenished floor stock and processed deliveries promptly, maximising product availability for customers.
  • Built lasting relationships with clients through customer service interactions.
  • Collaborated with sales managers to meet target quotas.
  • Went above and beyond by helping customers to locate stock, making bespoke orders where possible.
  • Processed returned or exchanged items and provided refunds to customers.
  • Carried out back-of-house maintenance, for clear, easy-to-navigate stockroom management.
  • Helped to prevent shoplifting by reporting or escalating suspicious activity or known offenders.
  • Maintained accurate records to track cash handling activities.
  • Monitored and reported suspicious activity to security officer to avoid theft.
  • Informed customers regarding promos and warranty services to increase sales.
  • Organised displays to promote inventory and encourage customer purchases.
  • Engaged customers to enhance in-store experience and provide outstanding customer service.
  • Tagged products quickly and accurately with price tags and stickers.
  • Helped customers obtain specialised help for refunds and exchanges.
  • Boosted product sales by offering selection guidance to customers.
  • Prepared orders for customers with wrapped, bagged and boxed items.
  • Managed customer lines for minimum wait times and high satisfaction.
  • Accepted card, cash and cheque payments in POS register system.
  • Promoted customer loyalty scheme at checkout.
  • Inspected products for damages and expiry dates before processing refunds.
  • Built rapport with new and existing customers to boost client retention.
  • Demonstrated product usage and features to customers.
  • Totalled bills using maths skills and maintained accurate till count.
  • Identified discrepancies in stocks through regular inventory management.
  • Designed visually pleasing in-store and window displays to increase footfall.
  • Explained establishment policies to customers and offered advice on selections.

Cafe assistant

Heils Bakery
Lowestoft, Suffolk
03.2001 - 05.2002
  • Assisted customers with menu selections and provided recommendations to enhance dining experience.
  • Maintained cleanliness and organisation of café area, ensuring a welcoming environment for patrons.
  • Prepared and served beverages and food items in accordance with established health and safety regulations.
  • Collaborated with team members to ensure efficient service during peak hours, minimising wait times for customers.
  • Conducted regular inventory checks and restocked supplies to ensure availability of essential items.
  • Handled cash transactions and processed payments accurately to maintain financial integrity.
  • Trained new staff members on café procedures and customer service standards to promote team efficiency.
  • Addressed customer inquiries and resolved issues promptly to ensure satisfaction and repeat business.
  • Took accurate food orders, preventing misunderstandings and errors in service delivery.
  • Ensured consistent quality of food and drinks served, enhancing customer loyalty.
  • Restocked display cases regularly for optimal product availability.
  • Handled customer complaints efficiently, preserving brand reputation.
  • Facilitated swift service by promptly cleaning and resetting tables after use.
  • Handled money transactions accurately, reducing discrepancies at the end of shifts.
  • Served customers promptly, ensuring they enjoyed their visit.
  • Prepped ingredients daily to maintain fresh offerings.
  • Managed cash register accurately for smooth transactions.
  • Improved customer satisfaction by always maintaining a friendly and positive attitude.
  • Worked closely with other staff members, fostering a cooperative work environment.
  • Prepared hot beverages to meet individual customer preferences perfectly.
  • Enhanced cafe atmosphere with attention to cleanliness and decoration details.
  • Communicated effectively with team members, resulting in smooth operations.
  • Kept the workspace clean for a tidy and hygienic environment.
  • Delivered excellent customer service with thorough product knowledge.
  • Fulfilled all duties as assigned during peak hours for effective operation of the café.
  • Followed health safety regulations meticulously, maintaining an immaculate work environment.
  • Welcomed customers with a smile, providing attentive service from arrival to departure.
  • Created clean, hygienic café environments, continuously prioritising adherence to food safety rules.
  • Cleared tables to remove dirty utensils and leftover food items.
  • Manned till and processed and recorded payments for orders.
  • Assisted with food and beverage preparation, enabling prompt customer service.
  • Washed cutlery and crockery using industrial dishwashers and manual methods for pristine finish.
  • Handled cash and card payments promptly and precisely, maintaining accurate financial records.
  • Used kitchen equipment as instructed and to safety protocols.
  • Ensured cafe areas were immaculately maintained, upkeeping exceptional cleanliness and hygiene standards.
  • Kept dining and service areas spotlessly clean for continued customer satisfaction.
  • Carried out regular rubbish removal, mopping and sweeping, maintaining clean kitchen environments throughout service shifts.
  • Processed food orders with strict attention to detail, communicating customer needs with kitchen staff to meet exact requirements.
  • Maintained positive environments for customers and staff with enthusiastic can-do attitude.
  • Provided excellent customer experiences through attentive, efficient service, increasing repeat business.
  • Monitored, ordered and rotated food and beverage stock to prevent operational disruptions.
  • Balanced needs of multiple customers simultaneously, reducing average waiting times.
  • Prepared menu items according to exact recipes and portion requirements, delivering consistent, quality food service.
  • Warmly greeted guests upon arrival to create welcoming atmosphere.
  • Managed restaurant closing duties, from cleaning dining areas to cashing up tills.
  • Calculated charges, issued bills and collected payments, processing accurately to avoid till discrepancies.
  • Provided friendly, courteous service, maximising positive customer satisfaction ratings.
  • Processed cash and card payments promptly, minimising customer waiting times and enabling swift table turnarounds.
  • Used appropriate sanitising and cleaning products to maintain hygienic kitchen and food preparation areas.
  • Served meals and drinks with professionalism and skill, maintaining high presentation and quality standards.
  • Delivered food and drinks from kitchen to respective tables to meet timely expectations.
  • Cleaned, sanitised and organised food storage racks and bins, maintaining exceptional hygiene standards.
  • Practiced healthy and safety measures to comply with regulations.
  • Maintained excellent level of service in busy and demanding restaurant environment.
  • Cleaned and set tables quickly after customers left to maximise restaurant capacity.
  • Served high volumes of guests in fast-paced service environments with exceptional customer care.
  • Managed timing standards in food deliveries to minimise delays.
  • Resolved guest complaints promptly and professionally, notifying restaurant management of concerns.
  • Attended to customer's needs proactively for first-class waiting service.
  • Delivered food and drinks discreetly for seamless and unobtrusive service.
  • Offered menu recommendations as appropriate, displaying expert knowledge of food and drink pairings.
  • Assisted kitchen staff with food prep, dishwashing and plating food.
  • Followed health and hygiene standards when handling food and cleaning restaurants.
  • Kept tables clear of used crockery, glassware and cutlery.
  • Maintained excellent guest satisfaction by providing attentive, proactive and helpful service.
  • Listened to guest complaints and worked with kitchen staff or management to promptly resolve issues.
  • Prepared tables for guests and reset tables between customers.
  • Polished glasses and cutlery to pristine standards.
  • Verified completed orders and served guests at tables.

Store assistant

New Look Retailers
Gorleston-on-Sea, Norfolk
03.1988 - 09.1992
  • Assisted customers in locating products and provided recommendations to enhance shopping experience.
  • Organised stockroom to ensure efficient retrieval of merchandise and maintained cleanliness throughout store.
  • Collaborated with team members to manage inventory levels and ensure timely restocking of popular items.
  • Implemented visual merchandising strategies to attract customers and improve overall product presentation.
  • Responded to customer inquiries and resolved complaints promptly to maintain high level of customer satisfaction.
  • Conducted regular checks on product displays to ensure compliance with company standards and safety regulations.
  • Supported colleagues during peak hours for efficient checkout process.
  • Monitored shop floor consistently to deter thefts and losses.
  • Arranged displays attractively, driving impulse purchases.
  • Maintained store cleanliness for an appealing shopping environment.
  • Managed inventory effectively to prevent stock shortages.
  • Increased sales through suggestive selling techniques.
  • Processed transactions swiftly to reduce customer waiting time.
  • Coordinated with team members for smooth store operation.
  • Carried out price checks accurately for correct billing at the till point.
  • Followed standard operating procedures strictly enforcing company policies and standards.
  • Received deliveries timely, ensuring rapid shelf restocking.
  • Directed customers towards desired merchandise successfully reducing search time.
  • Handled complaints efficiently, ensuring customer satisfaction.
  • Enhanced customer service by responding promptly to queries.
  • Assisted customers, resulting in a positive shopping experience.
  • Packed purchased goods carefully, preventing potential damage.
  • Provided product information to facilitate informed purchasing decisions.
  • Guided customers to locate products or alternative items.
  • Covered extra shifts and maintained flexible schedule to achieve store goals.
  • Replenished floor stock and processed deliveries promptly, maximising product availability for customers.
  • Organised stock and checkout area proactively between serving customers to maintain orderly shop floor.
  • Worked energetically to maintain efficient operations during peak trading hours.
  • Shelved and merchandised new products in visually appealing, organised displays to engage customers.
  • Updated product labelling and pricing to reflect discounts and offers.
  • Operated cash registers with accuracy and processed cash and card transactions.
  • Fostered positive relationships with customers to enhance loyalty and retention.
  • Completed purchases with cash, credit and debit payment methods, providing customer receipts for reference.
  • Resolved customer complaints and process issues with proactive problem-solving skills.
  • Guaranteed high levels of customer satisfaction through product knowledge and attentive service.
  • Maintained impeccably high standards store presentation and hygiene through cleaning.
  • Assisted customers with product selection and sales, recommending items to increase transaction value.
  • Received and processed product returns.
  • Delivered personalised customer service with a smile to promote return custom.
  • Prepared products for sales floor, steaming and presenting items immaculately for appealing displays.
  • Assisted customers with signing up for store loyalty programmes and provided details about key benefits.
  • Displayed promotional material on storefronts to attract shoppers.
  • Accepted card, cash and cheque payments in POS register system.
  • Organised displays to promote inventory and encourage customer purchases.
  • Tagged products quickly and accurately with price tags and stickers.
  • Helped customers obtain specialised help for refunds and exchanges.
  • Prepared orders for customers with wrapped, bagged and boxed items.
  • Inspected products for damages and expiry dates before processing refunds.
  • Promoted customer loyalty scheme at checkout.
  • Carried out active selling from initial customer greeting.
  • Totalled bills using maths skills and maintained accurate till count.
  • Identified discrepancies in stocks through regular inventory management.
  • Built rapport with new and existing customers to boost client retention.

Education

CSE - LAST YEAR SCHOOL EXAMS

Benjamin Britten High School
Lowestoft, Suffolk

Skills

WILL WORK UNDER PRESSURE


WILL WORK ON OWN INITIATIVE TO MAXIMISE RESULTS


CUSTOMER SATISFACTION OF UPMOST IMPORTANCE


EXTREMELY RELIABLE


GOOD TIME KEEPING


Timeline

Customer support specialist

HOSEASONS
07.2008 - 08.2025

HOLIDAY SALES AGENT

HOSEASONS
07.2008 - 08.2025

Sales assistant

Westgate Department store
05.2002 - 06.2008

Cafe assistant

Heils Bakery
03.2001 - 05.2002

Store assistant

New Look Retailers
03.1988 - 09.1992

CSE - LAST YEAR SCHOOL EXAMS

Benjamin Britten High School

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Carol Jillings