Charlotte Carroll
Liverpool,England
Summary
Experienced Outbound Call Centre Agent with a proven track record in customer relationship management and call handling at Carpenters Group. Demonstrates exceptional communication skills, achieving and exceeding monthly KPIs while ensuring GDPR compliance. Former Customer Service Representative at Scotibank GBS, adept at problem resolution and enhancing customer satisfaction through tailored solutions. Skilled in team collaboration, multitasking, and decision making, with a positive attitude towards delivering high-quality service. Career goals include advancing expertise in customer service excellence and contributing to organisational success through strategic client engagement.
Overview
3
3
years of professional experience
Work History
Outbound Call Centre Agent
Carpenters Group
liverpool
01.2025 - Current
- Utilised strong communication skills to engage with customers, identifying needs and suggesting suitable solutions.
- Managed outbound communications with clients regarding Personal Injury and Financial Loss claims.
- Achieved and exceeded monthly KPIs related to contact rate and case progression.
- Collaborated with internal departments to ensure timely resolution of cases.
- Delivered high-quality customer interactions while handling sensitive information.
Customer Service Representative
Scotibank GBS
05.2023 - 06.2024
Resolved customer queries and complaints through effective communication and problem-solving skills.
Enhance banking experiences by implementing tailored solutions that prioritise client needs.
Enhanced customer satisfaction by implementing targeted strategies and fostering a positive service environment.
Cultivated positive relationships by utilising expertise in credit products.
Surpassed customer expectations by collaborating effectively with team members to enhance service delivery.
- Adapt office and remote working environments for enhanced productivity and collaboration.
Education
Bachelor of Arts - Bachelor in humanities and modern languages
Bright people american school
Santo Domingo Bilingual School; English and spanish
Bright People American School
Santo domingo, DRSkills
- Customer relationship management
- Call handling
- Problem resolution
- Team collaboration
- Positive attitude
- Customer service excellence
- Call handling techniques
- Patience and empathy
- Multitasking
- Time-management
- Customer rapport-building
- Decision making
- Target achievement
- Email writing
Languages
Spanish
First Language
English
Proficient
C2
Volunteer Experience
- CAP For Chemo:
- Santo Domingo 2022
Participated in a project providing 1 bottle top for a chemotherapy section. This is for individuals in need who could not afford treatment and also for recycling Purposes.
- Tree Planting Initiative:
Santo Domingo 2022
Volunteered in tree planting efforts in various provinces, contributing to environmental sustainability.
- LTSB :
Insurance Sector Employability Programme
Liverpool 2025
- Completed intensive pre-employment training focused on the insurance industry
- Developed professional skills including commercial awareness, client communication, and teamwork
- Participated in mock interviews with industry professionals
- Built a tailored CV and prepared for corporate assessment processes
- Gained insight into insurance operations, underwriting, and broking environments
Timeline
Outbound Call Centre Agent
Carpenters Group
01.2025 - Current
Customer Service Representative
Scotibank GBS
05.2023 - 06.2024
Bachelor of Arts - Bachelor in humanities and modern languages
Bright people american school
Bilingual School; English and spanish
Bright People American School