Christopher Froud
Bournemouth,Dorset
Summary
I am a dedicated and reliable customer service representative with over 25 years of experience in a busy contact centre.
I'm self motivated to help achieve service and targets and time management abilities to handle demands of a busy contact centre environment. Confident in independently resolving customer problems. Im a hardworking and proactive individual committed to improving customer service, loyalty and satisfaction.
An approachable communicator, confident in providing excellent levels of customer care by building customer rapport through friendly, attentive interactions and handling queries knowledgeably and promptly to meet performance targets and seek timely solutions to customer problems.
Overview
32
32
years of professional experience
1
1
year of post-secondary education
Work History
Customer service representative
Liverpool Victoria
Bournemouth, Dorset
07.1998 - Current
- Maintained compliant documentation on [Software] for reliable company records.
- Maintained excellent client satisfaction by providing in-depth support.
- Prepared necessary forms to complete transactions.
- Processed inbound customer calls, providing information on service or product upgrades
- Recorded information about inquiries and complaints within internal database.
- Participated in regular training to maintain up-to-date knowledge on company products and policies.
- Obtained feedback from customers to improve service experience.
- Listened actively to offer accurate information and best solution to their needs.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Consistently achieved service rating targets, managing customer enquiries with personalised care and attention.
- Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
- Handled in-person, email and mailed correspondence.
- Implemented customer follow up to uphold service standards.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Offered current, accurate advice on optional solutions for concerns.
- Assisted customers with varying questions using product knowledge and service expertise.
- Followed scripts when answering common customer questions.
- Used Microsoft Word and other software tools to create documents and clear communications.
- Handled high volume calls to address customer inquiries and concerns.
- Supported team by demonstrating respect and willingness to help.
- Improved efficiency and productivity by acquiring new skills.
- Handled high-volume telephone and email enquiries to minimise backlogs.
Customer service representative
Blockbuster entertainment
Bournemouth, England
04.1992 - 07.1998
- Processed store deliveries, distributing products to storage areas and shop floors.
- Replenished sales floor stock regularly to maximise customer purchases.
- Listened to customer needs and preferences to provide targeted advice, increasing sales opportunities.
- Received and unloaded supplies for storage.
- Built rapport with new and existing customers to boost client retention.
- Engaged customers to enhance in-store experience and provide outstanding customer service.
- Built customer rapport by identifying specific needs and making appropriate product recommendations.
- Maintained clean and orderly checkout area to meet store presentation standards.
- Identified discrepancies in stocks through regular inventory management.
- Requested and checked customer IDs at checkout for age-restricted products.
- Identified and removed out-of-date stock, correctly recording waste.
- Boosted product sales by offering selection guidance to customers.
- Covered extra shifts and maintained flexible schedule to achieve store goals.
- Accepted card, cash and cheque payments in POS register system.
- Interacted with customers whilst scanning and packing items, personalising shopping experience.
- Managed customer lines for minimum wait times and high satisfaction.
- Trained new employees to deliver first-class customer care.
- Carried out active selling from initial customer greeting.
- Operated and maintained cash registers with sufficient cash floats.
- Maximised sales, advising customers of promotions and sales.
- Explained establishment policies to customers and offered advice on selections.
- Inspected products for damages and expiry dates before processing refunds.
- Built lasting relationships with clients through customer service interactions.
- Operated cash registers with accuracy and processed cash and card transactions.
- Resolved complaints and product refunds with care and professionalism, maintaining customer satisfaction.
- Helped customers obtain specialised help for refunds and exchanges.
- Successfully maintained clean driving licence and access to reliable transportation.
- Served customers to drive sales and deliver top-quality experiences.
- Carried out day-to-day duties accurately and efficiently.
- Completed customer orders with speed and accuracy.
Education
Certificate of Higher Education - Travel and Tourism
Bournemouth and Poole College
Bournemouth, England 09.1985 - 06.1986
Skills
- Customer care
- Complaint resolution
- Relationship-building
- Customer experience
- Customer relations
- Telephone skills
- Strong customer service orientation
- Outstanding customer service
Affiliations
- I love to Travel to North America when i have the opportunity as well as short breaks throughout Europe.
- Love gardening plants and flowers so relaxing.
- Attending theatre from Westend to regional productions
Timeline
Customer service representative
Liverpool Victoria
07.1998 - Current
Customer service representative
Blockbuster entertainment
04.1992 - 07.1998
Certificate of Higher Education - Travel and Tourism
Bournemouth and Poole College
09.1985 - 06.1986
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