Summary
Overview
Work history
Education
Skills
Affiliations
Accomplishments
Timeline
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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

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Catherine Lucas