Catherine Lucas
Summary
A friendly, organised and enthusiastic individual who is reliable with a demonstrated ability to learn quickly in a remote working environment. Possesses excellent communication skills, customer service skills, and problem-solving abilities. Experienced in working productively with minimal supervision and completing projects on time.
Overview
9
9
years of professional experience
Work history
Customer care associate
I Hate Ironing
05.2024 - Current
- Taking ownership of complex issues, resolved them in a timely manor.
- Prioritising complaints effectively, managing a large workload
- Using initiative and excellent communication skills to come up with suitable solutions to resolve customer complaints and queries
- Communicating well with partners and drivers
- Raising repeated issues and feedback to the correct teams to reduce future issues and to help provide a great service
- Handling all queries promptly and professionally
Customer service representative
Mint Live
Grantham, Lincolnshire
12.2019 - 05.2024
- Handled customer queries and complaints, providing appropriate solutions to guarantee positive outcomes and a solution to their needs.
- Working on a number of different clients, including Bloom & Wild, C02YOU and Kit & Kin, showing my ability to multitask and adapt
- Assisted with training and mentoring new team members and manage a small team with day to day tasks
- Maintained logs and documentation to detail key information regarding incoming and outgoing calls.
• Remained open to feedback from supervisor and peers to build and improve skills set. - Obtained feedback from customers to improve the service.
- Adhered strictly to policies and procedures for continued company compliance.
Front of house team member
Eventim Apollo
London
09.2016 - 09.2019
- Maintained excellent level of customer service in busy and demanding bar and auditorium environment.
- Serving drinks and snacks for customers, checking orders for accuracy.
- Confidently managed customer requests by listening actively to concerns and providing positive solutions.
- Promoted current offers through creative promotional displays on merchandise stands and targeted upselling.
- Checked customer IDs to confirm age before selling age-restricted products.
- Completed opening and closing procedures, following cleaning checklists.
• Greeted and seated customers upon immediate arrival, ofering assistance.
Education
Bachelor of Arts - Hair, Makeup and Prosthetics for Performance
University of the Arts London
London, Foundation Degree in Arts - Art and Design
New College Nottingham
Nottingham, A-Levels - Art and Design
Walton Girls' High School & Sixth Form
Grantham, Skills
- Telephone skills
- Zendesk
- Advanced product knowledge
- Complaint handling
- Creative problem solving
- Staff training and mentorship
- Outstanding customer service
- Exceptional communication
- Multitasking capability
- Personal organisation
Affiliations
- Running and keeping active
- Plant pot painting and ceramic artworks
- Visiting exhibitions
- Travel and exploring new places
- Wig making and makeup application
Accomplishments
- Managing a fun instagram page showing off my artistic pot painting hobby
- Organising my Ba Hons degree show exhibition which will be held at the Bargehouse
in London
- Organising and holding my own art exhibition at the Guildhall in Grantham
- Taking part in the 2014 Lincolnshire Fashion Academy where I won first prize for creative apparel.
Timeline
Customer care associate
I Hate Ironing
05.2024 - Current
Customer service representative
Mint Live
12.2019 - 05.2024
Front of house team member
Eventim Apollo
09.2016 - 09.2019
Bachelor of Arts - Hair, Makeup and Prosthetics for Performance
University of the Arts London
Foundation Degree in Arts - Art and Design
New College Nottingham
A-Levels - Art and Design
Walton Girls' High School & Sixth Form