Claire Monk
Honiton,Devon
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Energy industry. Solid team player with outgoing, positive demeanour and proven skills in establishing rapport with customers and colleagues. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
17
17
years of professional experience
2
2
years of post-secondary education
Work history
Mid-Market Offshore and Operations
EDF Business Solutions
Exeter, Devon
11.2022 - Current
- Quality Assessments on Manila phone calls and Kolkata emails to ensure correct resolution and customer service expectations are met
- Support Manila phone team with queries and guidance to best working practices
- Provide feedback to offshore managers to improve quality
- · Identifying trends in repeat contact and providing resolutions or raising awareness
- Supporting manager and level 2's with Ad-hoc work requests
- Supporting Live chat pass backs
- Identifying data breaches
- Supporting Kolkata with Letter of Authority validation
- Raising escalations to improve quality and advisor expectations
- Ensuring offshore support mailboxes are worked and kept within SLA
- Reducing onshore pass backs via processing new work instructions
- Adhering to policies and company processes
Complaint Resolution Advisor
EDF Business Solutions
Exeter, Devon
06.2020 - 11.2022
- Identifying and raising complaints
- Ensuring customer communication is a priority to improve customer experience.
- Resolving complaints to a high standard to ensure the right processes have been met and customer satisfaction is assured.
- Ensuring complaints mailbox is kept within SLA
- Working todo's and supporting other team members
- Working as a team to ensure KPI's are met.
- Supporting the complaints phone line
Customer Service Advisor
EDF Industrial & Commercial
Exeter, Devon
01.2007 - 05.2020
- Adhered strictly to policies and procedures for continued company compliance.
- Managed high-profile customers and third party queries effectively.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Answered customer queries daily via inbound calls, emails and live chats.
- Offered high-level customer service and support to bolster satisfaction.
- Used outstanding problem-solving and communication skills to appease dissatisfied customers.
Education
National Diploma - Media Makeup, Art & Design
Somerset College of Arts and Technology
Taunton 09.2002 - 06.2004
GCSEs - English Literature
Honiton Community College
HonitonGCSEs - English Language
Honiton Community College
HonitonGCSEs - Maths
Honiton Community College
HonitonNVQ Level 1 - Hairdressing
Somerset College of Arts and Technology
TauntonNVQ Level 2 - Hairdressing
Somerset College of Arts and Technology
TauntonSkills
- Process improvement
- Dispute resolution
- Data confidentiality
- Customer experience
- Customer relations
- Training and Development
- Teamwork and Collaboration
Timeline
Mid-Market Offshore and Operations
EDF Business Solutions
11.2022 - Current
Complaint Resolution Advisor
EDF Business Solutions
06.2020 - 11.2022
Customer Service Advisor
EDF Industrial & Commercial
01.2007 - 05.2020
National Diploma - Media Makeup, Art & Design
Somerset College of Arts and Technology
09.2002 - 06.2004
GCSEs - English Literature
Honiton Community College
GCSEs - English Language
Honiton Community College
GCSEs - Maths
Honiton Community College
NVQ Level 1 - Hairdressing
Somerset College of Arts and Technology
NVQ Level 2 - Hairdressing
Somerset College of Arts and Technology
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