Charlotte Gergin
Huddersfield ,West Yorkshire
Summary
Results-oriented professional with a friendly demeanor and assertive self-motivation. Skilled in establishing strong client relationships that exceed expectations and promote repeat business. Renowned for creativity and delivering measurable results. Efficient in managing tasks independently or collaboratively, focused on identifying solutions to enhance service quality.
Overview
28
28
years of professional experience
1
1
Certification
Work history
Energy advice administrator
YES energy solutions
West Vale, West Yorkshire
12.2024 - 03.2026
- Managed inbound and outbound communications using phone and email platforms, providing timely and empathetic assistance to customers.
- Assist vulnerable customers experiencing fuel poverty by evaluating energy consumption patterns and recommending practical strategies to minimise expenses.
- Delivered practical advice alongside energy-saving packs to enable households to optimise energy usage and minimise expenses.
- Administered emergency fuel vouchers to aid individuals and families identified as most at-risk during challenging financial periods.
- Utilised systematic approaches to verify documentation and assess eligibility, focusing on fraud prevention and equitable support allocation.
- Oversee comprehensive casework for government-funded warm home initiatives, partnering with distribution network operators to implement new gas connections and drive energy efficiency improvements.
- Delivered projects successfully by aligning team efforts and resources. Achieved timely completion of tasks through effective planning and oversight. Enhanced project efficiency by fostering a culture of communication and cooperation among team members.
Customer experience executive
FMG
Huddersfield, West Yorkshire
06.2023 - 10.2024
- Addressed complaints through telephone, email, and written correspondence to ensure effective resolution and customer satisfaction.
- Conduct thorough investigations into all complaints, ensuring comprehensive gathering of information and evidence.
- Assisted in maintaining client complaint files with updated notes and actions. Supported data entry onto client files effectively. Ensured accuracy of records for internal systems.
- Facilitated collaboration between internal departments and external stakeholders to ensure prompt resolution of all complaints.
- Assisted in identifying trends in complaints. Provided feedback to enhance processes and reduce complaints. Coordinated with training team to ensure staff possess necessary knowledge levels.
- Guided account directors in resolving customer complaints to enhance client satisfaction and retention.
- Facilitated regular meetings with clients and external stakeholders to foster collaboration and address concerns.
- Facilitated compensation payment approvals by providing comprehensive evidence to the accounts department.
- Oversaw delivery of exceptional customer service to enhance satisfaction and retention.
FNOL claim handler
FMG
Huddersfield, West Yorkshire
07.2022 - 06.2023
- Oversaw the initial notification of loss via email, telephone, and broker or insurer, ensuring prompt response actions. Coordinated with relevant stakeholders to streamline communication regarding loss events. Managed the documentation and tracking of notifications to enhance operational efficiency.
- Delivered exceptional service to foster positive customer experiences and build lasting relationships.
- Facilitated achievement of company KPI targets to enhance operational efficiency and performance.
- Assist clients experiencing road traffic accidents by coordinating immediate recovery solutions to enhance safety and peace of mind.
- Facilitate timely booking of hire cars to enhance client mobility and satisfaction.
- Facilitated timely vehicle repair bookings into nearest garage or storage to maintain operational efficiency and client satisfaction.
- Ensured all records remain current and accurate to facilitate smooth departmental communication and operations.
- Implement special instructions to enhance client journeys and satisfaction.
Salon Owner
Hair Design at 509
Huddersfield, West Yorkshire
03.2019 - 07.2022
- Executed bookkeeping tasks and meticulous attention to detail to uphold financial integrity.
- Executed precise cutting techniques and applied high-quality colour products to achieve desired hair results for diverse clients.
- Delivered exceptional outcomes by enhancing client looks with professional hair extensions. Achieved high levels of client satisfaction through expert advice on maintenance. Enabled clients to make informed choices regarding hair extensions, resulting in repeat business.
- Implement rigorous grooming and hygiene practices to ensure a polished and professional appearance in all interactions.
- Delivered exceptional keratin blowdry results, significantly improving client hair quality. Achieved high customer satisfaction ratings through tailored consultations and expert application.
- Catered to diverse client needs with personalised treatment plans resulting in improved customer experience.
- Kept up-to-date with industry trends in order to offer contemporary styles and treatments.
- Developed innovative marketing strategies for increased footfall.
- Established strong relationships with clients for repeat business.
- Organised special events such as bridal make-up trials or fashion film shoots, diversifying revenue streams.
- Implemented creative window displays attracting attention of potential clients.
- Conducted regular stock counts and ordered replacements to maintain optimal inventory.
- Pre-booked regular customers to minimise waiting times and increase client loyalty.
- Increased client base by devising and leading social media paid marketing strategy.
Self-employed Hairdresser
VB Hair
01.2014 - 10.2018
Self-employed Hairdresser
Richard Morgan
09.2011 - 01.2014
Self-employed Hairdresser
The Salt Room
09.2010 - 09.2011
Manager and Art Director
Rueben’s
Mirfield, West Yorkshire
01.2004 - 01.2008
Manager, Staff Trainer and Art Director
Toni and Guy
Huddersfield, West Yorkshire
01.1998 - 01.2004
- Assisted 25 hairdressers apprentices and receptionist staff in daily operations. Supported training initiatives for apprentices to enhance skill development. Facilitated communication between team members to ensure smooth workflow.
- Spearhead recruitment and training initiatives to foster a high-performing workforce.
- Assisted in discussing marketing strategies. Supported setting and managing targets. Contributed to team meetings on marketing initiatives.
- Administer staff rotas to ensure optimal staffing levels and operational efficiency.
- Delegated tasks to team members to enhance productivity and ensure project deadlines were met.
- Delivered comprehensive briefings to ensure team alignment and understanding.
- Conducted disciplinary proceedings to ensure compliance with organisational policies and standards.
- Resolved customer complaints with a focus on enhancing service quality.
- Assisted in daily operations to ensure smooth workflow.
Education
NVQ level 3 customer service - Customer Service
Christopher Pauls Academy
Huddersfield 09-1997
Skills
- Leadership skills
- client support
- Customer support
- Claims management
- Time management
- Collaboration skills
- Strategic thinking
- analytical skills
- Relationship building
- Numeracy and cash management Financial analysis Budgeting and forecasting
- Verbal and written communication
- Microsoft systems administration
- flexibility
- Affective listening
- Customer service
- Organizational skills
- time organization
- Flexibility and adaptability Change management Opportunity identification
References
Available on request
Certification
- NVQ Level 2 Hairdressing
- NVQ Level 3 Beauty Therapy
Education & Training
- Vulnerable customer and suicide awareness course 2025
- Nargis Vanessi Management and Consultancy Course, 2000
- D32 AND D33 Assessor Award, Edexcel, 2000
- Wella Train the Trainer, 1999
- Toni & Guy Vardering, 1999
- NVQ Level 2 and 3 in hairdressing/Beauty and Customer Service, Christopher Paul’s, 1998
Timeline
Energy advice administrator
YES energy solutions
12.2024 - 03.2026
Customer experience executive
FMG
06.2023 - 10.2024
FNOL claim handler
FMG
07.2022 - 06.2023
Salon Owner
Hair Design at 509
03.2019 - 07.2022
Self-employed Hairdresser
VB Hair
01.2014 - 10.2018
Self-employed Hairdresser
Richard Morgan
09.2011 - 01.2014
Self-employed Hairdresser
The Salt Room
09.2010 - 09.2011
Manager and Art Director
Rueben’s
01.2004 - 01.2008
Manager, Staff Trainer and Art Director
Toni and Guy
01.1998 - 01.2004
NVQ level 3 customer service - Customer Service
Christopher Pauls Academy