Charmaine Walters
Woolwich,Greenwich
Summary
Customer-focused professional with track record of success in responding to customers' needs in accordance with procedures. Assertive yet polite individual with special talents in working with the public.
Successful Customer Service Representative with 15 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals.
Overview
25
25
years of professional experience
5
5
years of post-secondary education
Work History
Customer Service Specialist Senior Assistant
Greenwich Leisure Limited
Woolwich, City of London
08.2008 - Current
- De-escalated objections and disputes professionally to maintain customer satisfaction.
- Offered prompt solutions to maintain customer satisfaction.
- Recorded and processed customer data accurately.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Improved customer retention through service and account management.
- Transferred customer calls to respective department or personnel to address specific issues.
- Advised customers on availability, pricing and location of products.
- Processed and issued refunds, exchanges and credit notes, providing tailored solutions to customer issues.
- Used Flow customer relationship management software to record detailed notes.
- Participated in staff meetings to discuss new developments.
Member Service Manager (Reception)
Fitness First
Lewisham, City of London
06.2003 - 08.2008
- Encouraged teamwork through open communication and leadership.
- Built firm but respectful relationships with staff, leading by example and providing continued encouragement for high levels of motivation and satisfaction.
- Assessed daily operational needs and requirements and used team meetings to encourage staff goal-achievement.
- Prepared rotas and assigned workloads to achieve service targets.
- Offered out of hours support and liaised with technical teams to restore services.
- Undertaking of weekly stock take
- Banking daily sales intake
- Controlled expenses, advising on efficient use of resources to minimise unnecessary costs.
- Supervised and evaluated employee performance, providing construction feedback and identifying staff talent.
- Championed organisational values to instil sense of loyalty and community.
Cleaner supervisor
Fitness First
Romford, Havering
02.1999 - 05.2003
- Monitored weekly cleaning supply usage, promptly placing refill orders to minimise delays to services.
- Trained staff to deliver high-quality cleaning services and boost customer satisfaction.
- Minimised wastage by promoting appropriate use of equipment and materials.
- Guided staff to handle chemical solutions in line with COSHH.
- Ensured proper, compliant handling of cleaning equipment, chemicals and materials, upholding excellent safety records.
- Correctly used colour-coded equipment.
- Cleaned and dried windows, mirrors and glass surfaces.
- Followed health and safety guidelines to properly dispose of waste and toxic materials.
- Kept cleaning equipment to optimal standards to reduce cleaning inefficiencies.
- Scrubbed and sanitised toilets, sinks and kitchen fixtures for high quality finish.
- Safely stored cleaning solutions, equipment and chemicals.
- Used vacuum cleaners and associated accessories to clean various floor surfaces to customer specifications.
- Spot cleaned and sanitised high-touch areas.
- Kept floors clean with regular sweeping, vacuuming and mopping.
- Followed health and safety standards governing correct use of chemicals.
- Vacuumed carpeted areas and mopped hard floors.
Education
GCSEs - English Literature
Harborne Hill School
Birmingham 09.1983 - 06.1988
GCSEs - Maths
Harborne Hill School
BirminghamGCSEs - Religious Education
Harborne Hill School
BirminghamGCSEs - Science
Harborne hill School
BirminghamSkills
- Data confidentiality
- Dispute resolution
- Payment processing
- Customer experience
- Advanced product knowledge
- Brand awareness and representation
- Customer care
- Customer retention
- Instant messaging
Languages
English
Fluent
Timeline
Customer Service Specialist Senior Assistant
Greenwich Leisure Limited
08.2008 - Current
Member Service Manager (Reception)
Fitness First
06.2003 - 08.2008
Cleaner supervisor
Fitness First
02.1999 - 05.2003
GCSEs - English Literature
Harborne Hill School
09.1983 - 06.1988
GCSEs - Maths
Harborne Hill School
GCSEs - Religious Education
Harborne Hill School
GCSEs - Science
Harborne hill School
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