Carrie-Ann Wright
Nottingham
Summary
Experienced professional with focus on delivering exceptional customer support. Skilled in resolving complex issues swiftly and enhancing customer satisfaction through effective communication and problem-solving. Eager to drive customer satisfaction and contribute positively at Libro.fm
I work in finance, playing with money, maintaining customer profiles and collaborating with all departments daily to balance the best interest of the business while having happy, satisfied customers. I would love the opportunity to use the skills I have acquired over the last 20 years in a new industry. I love the smaller company dynamic that allows each person to impact the growth of the company. Audiobooks and reading are a favorite pastime of mine and being part of that world with this company would be an exciting experience.
Overview
20
20
years of professional experience
Work history
Senior Operations Specialist
Payfacto (Rebranding after Merger)
Nottingham (Remote), UK
01.2020 - Current
- Manage 50+ customer onboarding, profile updates and incident resolution situations daily
- Collaborate with product managers to enhance systems and streamline processes
- Oversee transaction processing, monitoring and reporting, resolving exceptions efficiently
- Partner with various departments to ensure accurate and swift resolution of customer problems
- Trouble-shoot and resolve customer and partner issues using problem-solving and effective communication
- Work directly with external agents and clients
Operations Analyst
CT-Payment (bought finance department from Telus)
Wasaga Beach (Remote), Ontario Canada
12.2010 - 01.2020
- Boosted customer satisfaction by resolving complex queries swiftly.
- Managed inbound emails for a seamless customer experience.
- Trained new team members, ensuring high-quality customer support.
- Coordinated with other departments to resolve cross-functional issues
- Handled high volume customer complaints and queries, providing appropriate solutions to guarantee positive outcomes.
- Managed end-to-end client onboarding processes for seamless integration into services.
Customer and Technical support Analyst
Emergis / Telus
Mississauga, Ontario, Canada
09.2004 - 11.2010
- Responsible for setting up Point of Sale merchant information in order for clients to process credit / debit
transactions. - Created and maintained knowledge base with common issues and their resolutions.
- Handled sensitive customer information confidentially to maintain trust and privacy.
- Maintained consistency in data input with a keen eye for detail.
- Adhered strictly to company protocols whilst handling proprietary information.
Education
Courses
Communication, Excel and Leadership.Skills
- Flexible, attention to detail and able to learn processes and programs very quickly
- Process improvement through documentation and training
- Ability to build and maintain good relationship with customers and co-workers
- Effective problem solver, capable of working both in a team and independently
- I love a challenge and variety in a day
Affiliations
- Travel!
- Reading and audiobooks
References
References available upon request.
Timeline
Senior Operations Specialist
Payfacto (Rebranding after Merger)
01.2020 - Current
Operations Analyst
CT-Payment (bought finance department from Telus)
12.2010 - 01.2020
Customer and Technical support Analyst
Emergis / Telus
09.2004 - 11.2010
Courses
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