Caroline Rowan
Perth,Perth&Kinross
Summary
Skilled in phone etiquette and client relationship building, adept at managing high call volumes and complex issues. Ability to streamline operations and maintain confidentiality, contributing to efficient administrative processes and superior customer service.
Overview
10
10
years of professional experience
2
2
years of post-secondary education
Work History
Sales Support Advisor
SSE Business Energy (temp - Guidant Global)
Perth
01.2025 - Current
- Generation of new quotation proposals requested by Third Party Intermediaries - Bespoke
- Setting up of new agreements and contracts requested directly from customer via SSE portal - Direct Sales
- Locking in contracts, checking and uploading of Letters of Authority correctly to ensure compliance, uploading and setting up Direct Debit mandates and VAT certificates - Matrix and Lock Ins
- Building rapport with new and existing customers to boost client retention via telephone and email
- Assisted sales team in proposal preparation to win new business.
Customer Advisor - Partnership Services
Ovo
03.2021 - 10.2024
- Promptly addressed queries and concerns and developed rapport with partners for improved loyalty and repeat business.
- Recorded and processed customer data accurately.
- Proven track record in enhancing customer satisfaction and loyalty and maintained high-level product knowledge for accurate advice and recommendations.
- Managed large volumes of incoming calls for efficient customer service operations.
- Collaborated closely with colleagues to resolve complex customer issues swiftly.
- Awarded Customer Hero Award for highlighting errors and preventing multiple potential complaints.
Administrator
LW Haddow Plumbing and Heating
Perth, Perthshire
03.2020 - 08.2020
- Returned to this position at request of Director/Manager and continued with duties previously listed (2015-2019)
Temporary Administrator
Earnside Energy
Glenfarg, Perth and Kinross
08.2019 - 03.2020
- Contributed towards positive work environment by maintaining cleanliness in shared spaces.
- Improved record keeping system with attention to detail and thoroughness.
- Answered inbound phone calls, resulting in excellent customer service provided to clients.
- Managed office supply inventory, performing stocktake duties and ordering additional supplies to meet staff needs.
- Daily data entry of weighbridge information to spreadsheet to ensure accurate record keeping of waste volumes received to site as this was used in calculating invoices.
Administrator
LW Haddow Plumbing and Heating
Perth, Perth and Kinross
01.2015 - 03.2019
- Managed diaries of 3 surveyors, 4 engineers, 10 plumbers and and 1 electrician on daily basis to ensuring appointments were organised geographically to ensure maximum efficiency.
- Answered inbound phone calls, resulting in excellent customer service provided to clients.
- Interacted with customers professionally by phone, email and in-person to deliver accurate service information.
- Oversaw database to maintain updated records and accuracy.
- Liaised with customers to resolve enquiries, appointment requests and other queries
Education
GCSEs - O grades
Drummond Community High School
Edinburgh 04.1982 - 05.1984
Skills
- Phone etiquette
- Email management
- Product knowledge
- Client relationship building
- Active listening
- Empathy and patience
- Multitasking capability
- Rapport building
- Team player
- Product expertise
Disclosure Scotland
Certificate of basic disclosure in hand dated, December 2024
Timeline
Sales Support Advisor
SSE Business Energy (temp - Guidant Global)
01.2025 - Current
Customer Advisor - Partnership Services
Ovo
03.2021 - 10.2024
Administrator
LW Haddow Plumbing and Heating
03.2020 - 08.2020
Temporary Administrator
Earnside Energy
08.2019 - 03.2020
Administrator
LW Haddow Plumbing and Heating
01.2015 - 03.2019
GCSEs - O grades
Drummond Community High School
04.1982 - 05.1984
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