Charlotte O'sullivan
Abbots Langley,Hertfordshire
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver, working effectively and productively with diverse customers and individual needs.
Focused Customer Service Representative skilled in customer relationship development and sales. Providing unsurpassed support to demanding customers with a passion for consistently improving numbers, enhancing knowledge and exceeding expectations.
Enthusiastic Customer Service and Telesales Representative with in-depth knowledge of sales, account management and training. Provide superior customer service and resolve all issues quickly and with positive attitude.
Personable Customer Service Representative with knack for resolving complex issues and ensuring customer satisfaction. Excelled in creating and implementing new training programmes that boosted team productivity and morale. Known for fostering positive customer interactions and enhancing overall company reputation.
Friendly and driven individual with strong communication and problem-solving skills, coupled with ability to adapt to new challenges quickly. Adept in customer interactions and conflict resolution. Ready to enhance customer satisfaction and contribute to team success.
Thorough customer service professional with multitasking and time management abilities to handle demands of busy contact centre environment. Confident in independently resolving customer problems.
Proactive service professional with substantial call centre experience. Built customer rapport through friendly, attentive interactions. Handled queries knowledgeably and promptly to meet performance targets.
Loyal employee with solid understanding of training and mentoring employees. Dedicated team player, proactive and hands-on in task completion.
Takes on challenging new role harnessing interpersonal skills, collaboration and problem-solving. Driven to deliver high-quality service and consistent results.
Overview
9
9
years of professional experience
Work history
Customer service representative
Allwyn entertainment limited
Watford, Hertfordshire
2024.02 - Current
- Handled returns and exchanges efficiently maintaining high levels of customer satisfaction.
- Maintained a clean, orderly work environment promoting a conducive atmosphere for both staff and customers.
- Performed administrative duties contributing towards smooth store operations.
- Managed high volume of inbound calls for quick resolution of customer issues.
- Offered technical support, leading to enhanced user experience.
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
- Participated in regular training to maintain up-to-date knowledge on company products and policies.
- Adhered strictly to policies and procedures for continued company compliance.
- Employed active listening and product expertise to successfully resolve inbound queries.
- Built positive customer rapport through friendly, professional communication.
- Followed up customer queries to check provided solutions met expectations.
- Reduced customer wait times by adhering to call target timeframes.
Customer service representative
Camelot
Watford, Hertfordshire
2022.01 - 2024.02
- Handled returns and exchanges efficiently maintaining high levels of customer satisfaction.
- Maintained a clean, orderly work environment promoting a conducive atmosphere for both staff and customers.
- Performed administrative duties contributing towards smooth store operations.
- This job role is the same as my current, we used to be run by camelot but we are now under the name of allwyn.
Customer sales assistant
Boots
Watford, Hertfordshire
2017.03 - 2022.01
- Balanced multiple responsibilities simultaneously without compromising on quality of service provided.
- Handled cash drawer efficiently, supporting end-of-day reconciliation.
- Managed stock level for effective store operation.
- Maintained shop floor cleanliness for an inviting shopping environment.
- Delivered professional representation of brand during interactions with customers.
- Collaborated with team members to meet daily sales targets.
- Assisted customers to make informed purchasing decisions.
- Enhanced customer engagement by offering product knowledge and advice.
- Resolved queries swiftly, contributing to positive customer experience.
- Organised marketing materials, promoting new products and discounts.
- Processed transactions, ensuring accuracy at all times.
- Provided exceptional service, boosting repeat business rates.
- Increased customer satisfaction with prompt complaint resolution.
- Ensured compliance with health and safety regulations within the retail environment.
- Built relationships with customers through friendly interaction and assistance.
- Prioritised tasks effectively in fast-paced retail settings.
- Oriented new staff members, fostering a supportive team atmosphere.
- Performed accurate inventory checks for continual stock availability.
- Built lasting relationships with clients through customer service interactions.
- Executed visual merchandising displays to increase product appeal.
- Assisted customers with product selection and sales, recommending items to increase transaction value.
- Guaranteed high levels of customer satisfaction through product knowledge and attentive service.
- Listened to customer needs and preferences to provide targeted advice, increasing sales opportunities.
- Interacted and engaged with customers, providing guidance and expert advice to influence purchase decisions.
- Operated cash registers with accuracy and processed cash and card transactions.
- Stocked, replenished and organised shelves to ensure consistent levels of product availability.
- Completed purchases with cash, credit and debit payment methods, providing customer receipts for reference.
- Processed returned or exchanged items and provided refunds to customers.
- Continuously improved product knowledge to maintain highest levels of service quality.
- Monitored display stock levels, replenishing for consistently well-stocked sales floor.
- Handled customer enquiries promptly and professionally, consistently exceeding satisfaction KPIs.
- Performed daily opening and closing functions and inventory management.
- Designed appealing and convincing sales presentations, receiving ongoing recognition from management.
- Delivered effective product demonstrations, consistently ensuring customer comprehension.
- Took interest in customers' needs and concerns to provide throughtful advice and product recommendations.
- Assisted customers in locating specific items to boost satisfaction.
- Followed company procedures and guidelines for smooth retail operations.
- Conducted stock checks, faced-up shelves and recorded out-of-stock items to fulfil customer demand.
- Updated product labelling and pricing to reflect discounts and offers.
- Replenished floor stock and processed deliveries promptly, maximising product availability for customers.
- Maintained knowledge of products and features to provide recommendations to customers.
- Helped to prevent shoplifting by reporting or escalating suspicious activity or known offenders.
- Went above and beyond by helping customers to locate stock, making bespoke orders where possible.
- Resolved customer complaints and process issues with proactive problem-solving skills.
- Maintained accurate records to track cash handling activities.
- Informed customers regarding promos and warranty services to increase sales.
- Collaborated with sales managers to meet target quotas.
- Monitored and reported suspicious activity to security officer to avoid theft.
- Engaged customers to enhance in-store experience and provide outstanding customer service.
- Tagged products quickly and accurately with price tags and stickers.
- Accepted card, cash and cheque payments in POS register system.
- Prepared orders for customers with wrapped, bagged and boxed items.
- Managed customer lines for minimum wait times and high satisfaction.
- Promoted customer loyalty scheme at checkout.
- Organised displays to promote inventory and encourage customer purchases.
- Totalled bills using maths skills and maintained accurate till count.
- Requested and checked customer IDs at checkout for age-restricted products.
- Boosted product sales by offering selection guidance to customers.
- Carried out active selling from initial customer greeting.
- Inspected products for damages and expiry dates before processing refunds.
- Explained establishment policies to customers and offered advice on selections.
- Helped customers obtain specialised help for refunds and exchanges.
- Packed and wrapped gifts with decorative details to match customer preferences.
- Identified discrepancies in stocks through regular inventory management.
- Designed visually pleasing in-store and window displays to increase footfall.
- Demonstrated product usage and features to customers.
- Built rapport with new and existing customers to boost client retention.
- Displayed wares in temporary structures at markets to attract new customers.
Education
NVQ Level 2 - Beauty
Watford college
Watford2009-09
Skills
- Empathy understanding
- Efficient telephonic etiquette
- Time-Management prowess
- Proactive follow-up behaviour
- Understanding of slas
- Strong written communication
- Social media engagement competency
- Client-Focused approach
- Order processing capability
- Patient attitude
- Familiarity with company policies
- Helpdesk operations
- Courtesy etiquette
- Pressure handling
- Microsoft suite expertise
- Telephone manners
- Positive disposition
- Delivery timeframe estimation
- Knowledge of gdpr
- Email administration
- Effective verbal articulation
- Dispute settlements tactfulness
- Email correspondence expertise
- Resilience to stressful situations
- Cash handling
- Invoice processing
- Problem-solving
- Team Leadership
- Product knowledge
- Public speaking
- Sales expertise
- Stock management
- POS Systems
- Lead generation
- Order processing
- Inventory control
- Complaint resolution
- Microsoft Office
- Outstanding customer service
- Telephone skills
- Strong customer service orientation
- Written and verbal communication skills
- Strategic sales knowledge
- Creative problem solving
- Complaint handling
- Multi-tasking
- Active listening
- Product disposal
- Sales enquiry handling
- Order fulfilment
- Stockroom operations
- Credit card processing
- Customer data analysis
- Adaptive team player
Timeline
Customer service representative
Allwyn entertainment limited
2024.02 - Current
Customer service representative
Camelot
2022.01 - 2024.02
Customer sales assistant
Boots
2017.03 - 2022.01
NVQ Level 2 - Beauty
Watford college