Summary
Overview
Work history
Education
Skills
Timeline
CustomerServiceRepresentative

Clare Woodgate

Shepton Mallet,Somerset

Summary

Flexible customer service team member focused resolving customer concerns and enquiries. Skilled at accurately documenting call details, preparing reports and organising documentation. Offers helpful answers and relevant information to retain business.

Overview

23
23
years of professional experience

Work history

Customer service representative

Screwfix
Yeovil, Somerset
02.2001 - Current
  • Managed high-volume customer queries simultaneously through effective multitasking.
  • Completed transactions to replace or exchange defective items.
  • Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
  • Participated in regular training to maintain up-to-date knowledge on company products and policies.
  • Processed inbound customer calls, providing information on service or product upgrades
  • Offered current, accurate advice on optional solutions for concerns.
  • Obtained feedback from customers to improve service experience.
  • Assisted customers with product complaints, logging issues for investigation and providing replacement items.
  • Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
  • Prepared necessary forms to complete transactions.
  • Listened actively to offer accurate information and best solution to their needs.
  • Consistently achieved service rating targets, managing customer enquiries with personalised care and attention.
  • Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
  • Employed active listening and product expertise to successfully resolve inbound queries.
  • Processed and issued refunds, exchanges and credit notes, providing tailored solutions to customer issues.
  • Adhered strictly to policies and procedures for continued company compliance.
  • Processed high-value payments with meticulous accuracy.
  • Answered customer telephone calls promptly and improved on-hold wait times.
  • Handled phone, email and social media enquiries with consistent customer service across multiple channels.
  • Assisted customers with varying questions using product knowledge and service expertise.
  • Advised customers on availability, pricing and location of products.
  • Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
  • Increased customer satisfaction by resolving issues.
  • Offered friendly, efficient customer service and handled challenging situations with ease.
  • Delivered exceptional customer service by proactively listening to concerns and answering questions.
  • Applied positive customer service approach to increase satisfaction levels.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Reviewed customer history to recommend appropriate products and services.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Successfully delivered on tasks within tight deadlines.

Education

NVQ Level 2 - Animal husbandry

Cannington College
Cannington
01/1997 - 05/1999

Skills

  • Complaint resolution
  • Written and verbal communication skills
  • Excel proficiency
  • Multi-line phone talent
  • Creative problem solving
  • Order processing
  • Dispute resolution
  • Credit card processing
  • Customer relations
  • Strong customer service orientation
  • Customer care
  • Advanced product knowledge
  • Administrative support
  • Telephone skills
  • Outstanding customer service
  • Payment processing
  • Data acquisition
  • Complaint handling
  • Sales enquiry handling
  • Customer experience
  • Customer retention
  • Exceptional communication
  • Transaction processing
  • Data confidentiality

Timeline

Customer service representative

Screwfix
02.2001 - Current

NVQ Level 2 - Animal husbandry

Cannington College
01/1997 - 05/1999

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Clare Woodgate