Caroline Bowen
Caerphilly
Summary
Dedicated professional with extensive experience in customer service and client account management. Proven expertise in office administration, data entry, and complaint handling, ensuring high levels of customer satisfaction. Skilled in MS Office, CRM software utilisation, and understanding of GDPR regulations. Demonstrates strong team leadership, effective time management, and resilience in stressful situations. Committed to enhancing customer relationships and achieving organisational goals through exceptional product knowledge and order processing capabilities.
Overview
24
24
years of professional experience
11
11
years of post-secondary education
Work history
Customer Account Manager
Orangebox
Nantgarw, Rhondda Cynon Taf
2017.11 - 2025.09
- Managed dedicated client accounts by facilitating all communications via email and phone.
- Processed up to 100 new orders per day, repairs, and replacements while ensuring accurate and timely delivery.
- Supported strong client relationships through visits and proactive communication.
- Collaborated with internal departments to resolve issues and meet customer expectations.
- Recommended solutions that aligned with client budgets, contributing to repeat business.
- Resolved escalated customer issues efficiently.
Senior Case Manager
Global Response
Cardiff
2008.04 - 2017.11
- Assisted clients with insurance and medical claims from initial inquiry to resolution.
- Managed sensitive claims with empathy, maintaining professionalism under pressure.
- Supported new team members through training and conducted interviews for new hires.
- Adhered to company and insurer policies when approving medical treatments.
- Acknowledged for calm resolution of challenging situations and delivering positive outcomes.
Customer Service Assistant
WHSMITH
Cardiff
2001.07 - 2008.04
- Provided frontline customer service in busy retail environment.
- Undertook stock management and supported supervisory duties in manager's absence.
- Demonstrated problem-solving skills when addressing customer issues.
- Communicated promotions and discounts effectively to customers.
- Maintained tidy checkout area for pleasant shopping experience.
- Gave advice on product selection to assist customers.
- Managed time effectively during peak hours to reduce waiting times.
- Organised stock shelves neatly to enhance shop floor appearance.
- Processed returns and exchanges promptly to boost customer satisfaction.
Education
BSC Joint Honours - Psychology & Sociology
University of Glamorgan
Nantgarw, Rhondda Cynon Taf 2002.01 - 2006.01
A Levels - English, History, Sociology
Llanishen High School
Cardiff 1995.01 - 2002.01
Skills
- Customer service and account management
- Office administration and data entry
- Complaint handling and conflict resolution
- MS Office proficiency
- Scheduling and case management
- CRM software expertise
- Customer satisfaction improvement
- Call handling skills
- Product expertise
- Order processing skills
References
References available upon request.
Timeline
Customer Account Manager
Orangebox
2017.11 - 2025.09
Senior Case Manager
Global Response
2008.04 - 2017.11
BSC Joint Honours - Psychology & Sociology
University of Glamorgan
2002.01 - 2006.01
Customer Service Assistant
WHSMITH
2001.07 - 2008.04
A Levels - English, History, Sociology
Llanishen High School
1995.01 - 2002.01