Claire Warrilow
Derby
Summary
An effective and diplomatic communicator with a track record of quickly adapting to new environments .Organised, and successful at managing multiple priorities with a positive attitude.
Overview
28
28
years of professional experience
4
4
years of post-secondary education
Work history
Teaching Assistant
Peartree Community School
Derby
09.2010 - Current
- Performs administrative activities such as taking attendance, marking assignments and maintaining student records.
- Communicates at all levels and builds strong trust relationships with students, teaching staff and parents, working collaboratively to achieve exam success.
- Use Teams / Outlook/One drive/ word . A highly proficient communicator and team player working to achieve set goals and deadlines.
- Analysis of entry and exit data to extrapolate data from inhouse databases.
- learning support opportunities to small student groups, enabling improved academic confidence.
- Teaches students important learning, study and behaviour management skills for academic success.
- Detail orientated, comfortable at communicating at all levels – both written and verbal
Reservations Agent
Riviera Travel
Burton
11.2009 - 03.2010
- I undertook a week of intensive training on the inhouse booking system and the Riviera product range, which included escorted tours, cruises and holidays
- Employed active listening and research skills to establish and maintain positive, client relationships.
- Offered exemplary service to new and existing clients, helping to build lasting relationships and secure new travel bookings.
- Responded to clients' questions, issues and complaints, thinking creatively to formulate effective solutions.
- Confirmed payment of deposits from clients before commencing with bookings.
- Offered exemplary service to new and existing clients, helping to build lasting relationships and secure new travel assignments.
- Accommodated client requests for customisations or modifications as best as possible.
Raising Children
The Warrilow family
12.2002 - 11.2009
- Provided kind, encouraging environments for my children to learn and explore, aiding educational and social development.
Customer Service Representative
Egg Credit Card
10.2008 - 10.2009
- Answered customer telephone calls promptly and within SLA specifications, assisted customers with their enquiries, credit card applications and payment issues.
- Fully trained within the Financial Service Authority guidelines and internal software package to ensure compliance and met and exceeded customer service levels .
- Managed high-volume customer queries simultaneously through effective multitasking.
- Logged and updated client's communication details and escalated issues in accordance with procedures.
- Employed active listening and product expertise to successfully resolve inbound queries and resolve issues.
Customer Support Agent
Infonet
Amstelveen
09.2000 - 12.2002
- Answered customer telephone calls and email promptly and improved response times and the customer service experience.
- Diagnosed and solved issues for customers against SLAs, maintaining high satisfaction rate.
- Provided remote support for product functionality, maintenance and troubleshooting.
- Responded to incidents on-site, providing precise time estimations and managing customer expectations.
- Co-ordinated engineers and followed up on work to ensure client satisfaction.
- Collaborated on an internal data migration project, moving all data from legacy systems to SAP databases.
1st line Service Desk
Serco,European Space Agency
Noordwijk
01.1998 - 08.2000
- Taking inbound calls from the IT European space agency user community, managed customer cases from initial report through to resolution.
- Performed desktop troubleshooting and equipment configuration across IT infrastructure and associated facilities.
- Kept accurate log entries of requests with fault details and contact information within Service Desk System.
- Handled confrontational customers and applied appropriate de-escalation strategies.
- Explained technical information to non-technical users with clear, verbal and written communication.
- Engaged in various support service channels to contact users including call backs , emails and voicemails.
- Communicated technical concepts to customers clearly by phone and email.
- Maximised First Time Fix Rate (FTFR) by conducting thorough analysis of root causes.
- Reduced escalation workload and maintained timely feedback to management.
Travel Consultant
Travel Bug
London
01.1997 - 10.1998
- Prepared comprehensive travel itineraries using accessible formats for customers.
- Used travel agency software to explore customers purchasing options, offering clear comparisons and securing best-possible deals.
- Used promotional techniques to sell tour packages, meeting and exceeding monthly sales targets.
- .Processed payments and established payment plans on behalf of customers, offering multiple methods to maximise sales.
- Strived to reach set sales and revenue targets.
- Handled large volumes of email enquiries daily, exceeding agency averages.
Cinema Manager
UCI Cinemas
London
07.1996 - 06.1997
- Quickly learnt new skills in Cinema Management and developed strong working relationships with colleagues and senior management to successfully complete UCI training programme.
- Generated short and long-term marketing strategies and coordinated internal teams to implement them.
- Predicted and interpreted consumer trends to improve product offerings.
- Followed company standards for service and facility quality to improve repeat customer rates.
- Answered queries and handled complaints to provide outstanding customer service.
- Oversaw centre inventory and placed new orders to keep levels within targets.
Data Entry Administrator
LLOYDS /TSB
05.1995 - 06.1996
- Address enquiries by phone or email regarding data relocation moves and settlements.
- Practiced confidentiality with information to comply with privacy guidelines.
- Verified accuracy of information and sorted information of documents for computer entry.
Education
Level 2 Business Administration - Training Qualifications UK -
Training Qualifications UK
Manchester 10.2022 - 02.2023
Level 5 TEFL -
TEFL Academy
Nottingham 05.2021 - 11.2021
BA - Leisure Management
De Montford University
Leicester 09.1992 - 05.1995
A-Levels - Spanish and Art
Richard Huish Sixth Form
Taunton, Somerset 1990 - 1992
IGCSE -
English International College
1989
Skills
- Student engagement
- Academic support
- Lesson plan development
- Extensive curriculum knowledge
- Relationship building
- Class administration
Additional Information
- Page
Timeline
Level 2 Business Administration - Training Qualifications UK -
Training Qualifications UK
10.2022 - 02.2023
Level 5 TEFL -
TEFL Academy
05.2021 - 11.2021
Teaching Assistant
Peartree Community School
09.2010 - Current
Reservations Agent
Riviera Travel
11.2009 - 03.2010
Customer Service Representative
Egg Credit Card
10.2008 - 10.2009
Raising Children
The Warrilow family
12.2002 - 11.2009
Customer Support Agent
Infonet
09.2000 - 12.2002
1st line Service Desk
Serco,European Space Agency
01.1998 - 08.2000
Travel Consultant
Travel Bug
01.1997 - 10.1998
Cinema Manager
UCI Cinemas
07.1996 - 06.1997
Data Entry Administrator
LLOYDS /TSB
05.1995 - 06.1996
BA - Leisure Management
De Montford University
09.1992 - 05.1995
A-Levels - Spanish and Art
Richard Huish Sixth Form
1990 - 1992
IGCSE -
English International College
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