Charlotte Broadbent
Rotherham
Summary
A highly motivated individual, skilled in computer literacy, administrative reporting, and customer services. I have experience in data analysis, staff management, customer services and quality assurance. Through this, I have developed excellent communication and people management skills with a track record in profit and loss analysis, team leadership, and staff training / development. I am able to adapt and work in a fast paced environment and have experience in delivering constructive feedback to enhance team performance and drive organisational success.
Overview
10
10
years of professional experience
Work history
Assistant Department Manager - Sales Support
Daisy Communications
08.2024 - Current
- Managed daily operations of team members, providing guidance and support.
- Established employee performance goals and provided feedback to guide achievement of those milestones.
- Trained new employees, ensuring high standards of customer service were maintained.
- Responded to customer complaints, resulting in improved customer loyalty and satisfaction.
- Coordinated team meetings to facilitate communication and problem-solving.
- Collaborated closely with other department managers to achieve company objectives.
- Produced daily, weekly, and monthly reports for upper management review and team evaluation of KPIs.
- Create, maintain and distribute training guides used by the team and the wider business.
- Ensuring that the team were commercially aware, to negate loss the the business.
Team Leader - Sales Support
Daisy Communications
Sheffield
06.2022 - 08.2024
- Implemented new working methods which improved overall efficiency of the team operations.
- Presented team performance reports to leadership, proactively recommending actions for improvement.
- Boosted team collaboration by establishing regular feedback sessions.
- Carried out team coaching, mentoring and new starter training.
- Facilitated conflict resolution meetings to address team member disputes and improve workplace harmony.
- Enhanced customer satisfaction by collaborating closely with team members.
Performance Agent – Sales Support
Daisy Communications
07.2019 - 06.2022
- Focusing on customer journey and improving customer onboarding experience
- Verified, provisioned, and cancelled accounts while ensuring accuracy of all information
- Completing and updating daily sales reports with accurate, up to date records
- Provided administrative support and information to colleagues and customers
- Adhered to company policies and compliance guidelines in daily operations
- Managed mailboxes to facilitate timely completion of tasks
Customer Services– Correspondence
Daisy Communications
11.2018 - 07.2019
- Communicated with customers via email and webchat, resolving account queries promptly
- Ensured written and spoken communication met highest standards and adhered to quality assurance guidelines
- Managed correspondence by sending and receiving letters and documents, scanning and updating customer accounts
- Successfully delivered on tasks within tight deadlines.
Customer Service Advisor
Daisy Communications
10.2017 - 11.2018
- Handled inbound and made outbound calls to assist customers with billing, account management, faults, and account maintenance
- Managed complex customer issues to successful resolution.
- Logged and resolved complaints by taking ownership of accounts, ensuring issues were addressed promptly and effectively
- Liaised with other departments to provide customers with accurate assistance and relevant information, facilitating first call resolution
- Provided detailed information about products and services to potential customers.
- Floor walking new starter groups and assisting them with their training and development
Customer Services Advisor
Sky
Sheffield
03.2017 - 09.2017
- Assisting customers with their technical and billing enquiries
- Meeting resolutions that customers are happy with, and making sure that the resolution is right for the business and customer.
- Resolved customer complaints by actively listening and providing effective solutions.
- Managing cases and admin work to ensure it is compliant.
- Upselling additional products to customers.
- Championing customer satisfaction.
- Built rapport with clients through empathetic handling of concerns.
Pensions Adviser
Aviva
Sheffield
08.2016 - 02.2017
- Provided support to clients.
- Ensured customer accounts were kept up-to-date and implementing account changes.
- Generated new business opportunities through networking events and seminars, expanding the client base.
- Streamlined administrative processes for improved efficiency whilst managing pension accounts.
Education
GCSE - English Language
GCSE - English Literature
GCSE - Biology
GCSE - Chemistry
GCSE - Art
GCSE - History
GCSE - Maths
GCSE - German
AS - English Language
Skills
- Strong computer literacy
- Administrative reporting
- Customer services
- Constructive feedback delivery
- Data analysis competence
- Staff management
- Excellent communication
- Commercial and financial awareness
- Staff training and development
- Profit and Loss Analysis
- Team Leadership
- Quality Assurance
- Business to business services
REFERENCES
References Available upon request.
Affiliations
- Reading, gaming, going to concerts & cinema
Timeline
Assistant Department Manager - Sales Support
Daisy Communications
08.2024 - Current
Team Leader - Sales Support
Daisy Communications
06.2022 - 08.2024
Performance Agent – Sales Support
Daisy Communications
07.2019 - 06.2022
Customer Services– Correspondence
Daisy Communications
11.2018 - 07.2019
Customer Service Advisor
Daisy Communications
10.2017 - 11.2018
Customer Services Advisor
Sky
03.2017 - 09.2017
Pensions Adviser
Aviva
08.2016 - 02.2017