Charlotte Mooney
Swindon,Wiltshire
Summary
Experienced professional with a strong background in telephony systems, online chat support, and call handling efficiency. Demonstrating exceptional time management, multitasking abilities, and resilience under pressure. Proficient in Microsoft Office and Salesforce, with a solid understanding of GDPR compliance and data protection. Adept at email communication and professional empathy, consistently maintaining a proactive mindset to enhance customer satisfaction.
Overview
5
5
years of professional experience
7
7
years of post-secondary education
Work history
Contact Centre Consultant
Zurich Insurance
Swindon, Wiltshire
2024.04 - 2026.05
- Used multi-line telephone system expertly, resulting in swift call management.
- Managed high-volume calls with professionalism and patience.
- Demonstrated empathy and active listening to understand customer needs accurately.
- Prioritised tasks effectively, managing time efficiently during busy periods.
- Participated actively in training programmes to enhance service delivery standards.
- Adhered strictly to company policies whilst handling sensitive customer data, ensuring security compliance at all times.
- Collaborated closely with the team for achieving collective targets.
- Assisted colleagues in handling difficult inquiries for better teamwork and answered queries using the dedicated channels.
- Maintained calm composure under pressure, ensuring smooth operations during peak hours.
- Documented all call interactions with accuracy and attention to detail, ensuring streamlined record-keeping processes.
- Answered 30+ customer queries daily via inbound calls, emails and live chats.
- Entered, updated and removed customer information to keep accounts current.
- Consistently reached top of leaderboards for call quality and productivity, with over 100% productivity.
Front of House Server/Bartender
Mollie's Motel & Diner
Buckland, Faringdon, Oxfordshire
2021.07 - 2024.02
- Facilitated prompt and accurate seating of guests.
- Inquired about guest satisfaction, anticipated additional needs and happily fulfilled requests.
- Maintained knowledge of current menu items, garnishes, ingredients and preparation methods.
- Maintained safe food handling standards at all times. Including when guests needed alterations regarding allergies and intolerance's.
- Stocked and maintained cutlery and condiments.
- Suggested additional items to customers to increase restaurant sales.
- Resolved problems promptly and escalated larger concerns to management.
- Completed opening and closing checklists according to set standards.
- Working behind the bar to make coffees, cocktails, mocktails and other alcoholic or non-alcoholic drinks to serve to guests.
Guest Service
Miller & Carter
Swindon, Wiltshire
2021.06 - 2021.09
- Assisted customers with selection of starters, main courses, sides, and desserts.
- Collaborated with servers and kitchen staff to uphold health and safety standards, ensuring a safe environment for all.
- Supported servers in providing timely service of food and drinks to enhance guest experiences.
- Maintained cleanliness in front-of-house areas to create a welcoming environment for staff and customers.
- Greeted customers courteously and professionally.
Education
Certificate of Higher Education - Criminology
University of Plymouth
United Kingdom 2022.09 - 2023.07
A-Levels - Criminology, Psychology & English Literature
Swindon College
United Kingdom 2020.09 - 2022.07
GCSEs -
Highworth Warneford School
United Kingdom 2015.09 - 2020.07
Skills
- Telephony systems proficiency
- Time management
- Online chat support
- Call handling efficiency
- Resilience under pressure
- Professional empathy
- Proactive mindset
- Microsoft Office expertise
- Multitasking abilities
- Salesforce proficiency
- Email communication skills
Accomplishments
- Duke of Edinburgh Bronze Award
- Trinity College London, Electronic Keyboard Practical Exams - Grade 1 (pass), Grade 2 (distinction), Grade 3 (pass)
- ABRSM Music Theory Exam - Grade 1 (distinction), Grade 2 (merit)
- Duke of York Bronze - Digital Enterprise Award
Volunteering
I volunteered with the Prospect Hospice from 2019 - 2021 by assisting with all tasks as instructed by the manager of the store. I completed them within allocated time frames and without assistance. Worked with other staff members to sort, hang and size donated clothing for sale in the shop.
I am hoping to allow more time in the future to volunteer with the Prospect Hospice and The Alzheimer's Society by completing long distance swims and runs.
References
References available upon request.
Timeline
Contact Centre Consultant
Zurich Insurance
2024.04 - 2026.05
Certificate of Higher Education - Criminology
University of Plymouth
2022.09 - 2023.07
Front of House Server/Bartender
Mollie's Motel & Diner
2021.07 - 2024.02
Guest Service
Miller & Carter
2021.06 - 2021.09
A-Levels - Criminology, Psychology & English Literature
Swindon College
2020.09 - 2022.07
GCSEs -
Highworth Warneford School
2015.09 - 2020.07