Caroline Reynolds
Tetbury,Gloucestershire
Summary
Dynamic and results-driven professional with a strong expertise in customer service, team leadership, and strategic planning. Proven ability to enhance customer retention and build lasting client relationships through effective interpersonal communication and motivational leadership. Skilled in project management, performance monitoring, and staff training and development, with a focus on resilience under pressure. Adept at utilising the Microsoft Office Suite for efficient client account management. Committed to driving organisational success through innovative solutions and strategic initiatives.
Seasoned professional with focus on customer service management and team leadership. Capable of enhancing customer satisfaction and streamlining service processes through strategic planning and strong communication skills. Skilled in conflict resolution, staff training, and fostering positive work environment to drive team performance.
Overview
28
28
years of professional experience
6
6
years of post-secondary education
Work history
Global Sales Operations/Customer Service Manager
Westcon Group
Cirencester, Gloucestershire
08.2020 - Current
- Conducted regular meetings for transparent communication.
- Cultivated a productive work culture by encouraging teamwork.
- Maintained positive relationships through effective communication.
- Streamlined processes for improved team efficiency.
- Ensured business objectives met through strategic planning.
- Oversaw daily operations, ensuring optimal performance.
- Navigated complex issues to provide apt solutions.
- Fostered a supportive environment through active team management.
- Demonstrated leadership skills in managing diverse teams.
- Delivered exceptional service by addressing customer queries promptly.
- Resolved complaints efficiently, fostering customer loyalty.
- Facilitated staff development with ongoing training initiatives.
- Managed challenging situations to ensure customer satisfaction.
- Raised company reputation with high-quality customer care.
- Devised strategies to improve customer engagement.
- Maintained smooth-running business operations by delegating priorities to staff abilities.
- Led and managed administrative staff to maintain smooth daily operations.
- Coordinated hiring, recruitment and training strategies to build successful administrative team.
- Translated senior management directives into actionable front-line policies and implemented changes with staff.
Senior Service Delivery Manager
Westcon Group
Cirencester, Gloucestershire
03.2019 - 08.2025
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Successfully delivered on tasks within tight deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Offered friendly, efficient customer service and handled challenging situations with ease.
- Increased customer satisfaction by resolving issues.
- Completed customer orders with speed and accuracy.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Applied positive customer service approach to increase satisfaction levels.
Global Key Account Manager
Westcon Group
Cirencester, Gloucestershire
09.2013 - 03.2019
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Successfully delivered on tasks within tight deadlines.
- Improved efficiency and productivity by acquiring new skills.
- Completed duties to deliver on targets with accuracy and efficiency.
- Completed customer orders with speed and accuracy.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Used Microsoft Word and other software tools to create documents and clear communications.
- Applied positive customer service approach to increase satisfaction levels.
- Applied critical thinking to analyse problems, evaluate solutions and select best decisions.
- Oversaw daily operations to achieve high productivity levels.
Data analyst
Westcon Group
Cirencester, Gloucestershire
02.2010 - 09.2013
- Executed regular maintenance on databases, enhanced overall system performance.
- Identified trends in data to help inform decision-making processes.
- Enhanced business operations by developing custom data models.
- Improved data quality by implementing structured validation checks.
- Translated complex findings into understandable documents, increased company-wide understanding of critical metrics.
- Managed confidential databases, ensured secure handling of sensitive information.
- Collected and analysed complex datasets for business strategy enhancement.
- Utilised SQL to extract relevant information for reporting purposes.
Customer Service Advisor - Holiday Helpline
TUI Group
Palma , Mallorca, Spain
03.2003 - 09.2009
- Provided detailed information about products and services to potential customers.
- Improved customer satisfaction by promptly addressing queries and complaints.
- Strengthened client relationships with clear communication and problem-solving skills.
- Enhanced brand loyalty, provided excellent service at all times.
- Responded to difficult situations calmly, gained trust of aggrieved customers.
- Built rapport with clients through empathetic handling of concerns.
- Guided customers through troubleshooting process with patience and clarity.
- Handled high volume of calls daily for faster issue resolution.
- Logged customer complaints accurately, expedited corrective actions effectively.
- Expressed care, patience and empathy when handling customer interactions for personalised experience.
Estate Management Officer
Caerphilly County Borough Council
Risca, Caerphilly County Borough
09.1997 - 05.2001
- Assisted in the development of neighbourhood initiatives promoting harmony amongst residents.
- Managed rent arrears cases, helping tenants devise repayment plans thus reducing overall debt levels in properties managed.
- Coordinated relocation plans for affected residents during renovation projects, minimising inconvenience.
- Mediated disputes between tenants, resulting in a peaceful living environment.
- Handled eviction proceedings within legal guidelines; ensuring fair treatment of all parties involved.
- Promoted tenant participation in decision-making processes enhancing sense of community ownership.
- Enhanced tenant satisfaction by providing timely and effective resolution of housing issues.
- Facilitated resident meetings, leading to better communication and understanding between tenants and management.
- Minimised conflict when handling complaints and communications in stressful situations.
- Worked with income recovery team to resolve breaches of tenancies in line with established procedure.
- Consistently met occupancy targets by facilitating property lettings and refurbishment.
- Advised tenants of available options to facilitate informed decision-making at tenancy end.
- Assisted with clerical tasks to aid report production and data management.
Education
GCSEs -
Pontllanfraith Comprehensive School
Pontllanfraith 09.1984 - 06.1989
NVQ Level 2 - Business Studies
Pitman Training
Ystrad Mynach, Caerphilly County Borough 09.1989 - 03.1991
Skills
- Microsoft Office Suite
- Staff training and development
- Motivational leadership
- Performance monitoring
- Customer retention
- Resilience under pressure
- Customer Service
- Team Leadership
- Interpersonal communication
- Client account management
- Strategic planning
- Project Management
- Customer relationship building
Affiliations
- Cooking
- Reading
- Supporting my son's Grassroots local football team
Timeline
Global Sales Operations/Customer Service Manager
Westcon Group
08.2020 - Current
Senior Service Delivery Manager
Westcon Group
03.2019 - 08.2025
Global Key Account Manager
Westcon Group
09.2013 - 03.2019
Data analyst
Westcon Group
02.2010 - 09.2013
Customer Service Advisor - Holiday Helpline
TUI Group
03.2003 - 09.2009
Estate Management Officer
Caerphilly County Borough Council
09.1997 - 05.2001
NVQ Level 2 - Business Studies
Pitman Training
09.1989 - 03.1991
GCSEs -
Pontllanfraith Comprehensive School
09.1984 - 06.1989