Summary
Overview
Work history
Education
Skills
Languages
Timeline
Generic

Courtney Hutchings

Summary

Results-driven professional who excels in organising and coordinating with a passion for data. Thrives in fast-paced environment and accomplishes tasks with minimum supervision and eagerness to go above and beyond. I'm seeking a challenging role that combines creativity, organisation, and problem-solving.

Overview

9
9
years of professional experience
7
7
years of post-secondary education

Work history

Senior Operations Executive

MyTutor
10.2021 - Current
  • I'm currently working for an Ed-tech company implementing the strategic mission, core values and business objectives across company-wide operations.
  • Raising continuous improvements through Trello and Jira, clearly outlining objectives and ideal processes.
  • Documenting processes, making sure they are kept up to date and responsible for training and coaching others and complete intro presentations for new starters to the company.
  • Helping improve customer satisfaction and achieve measurable results.
  • Onboard new tutors including checking their right to work, documents, assisting them with getting DBS checks and keeping on top of their DBS loan repayments as well as making sure they are compliant to work with us.
  • My role also involves building programmes from excel and google sheets to our CRM system, completing refunds, re-formatting lessons and running weekly lesson reconciliation reports.
  • I completed a six month secondment in the Data Team where I was validating orders from salesforce to our system, cleaned data and prepared it for reporting.
  • I developed many skills including Excel formulas and pivot tables, SQL and running scripts in Snowflake.
  • Finally I used the data to make informed decisions, share findings with different departments and suggest process improvements.


Customer Service Representative

Maximus
03.2020 - 10.2021
  • I worked in a health and disability assessment centre funded by the department of work and pensions, my role was to plan and organise the appointments for practitioners, set up rooms, fulfil reception duties and assist customers with varying questions using product knowledge and service expertise.
  • Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
  • Another part of my role was a lot of administration-based tasks such as pulling reports, preparing, organising and storing information in paper and digital form.
  • Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns to ensure they have a positive customer journey.
  • Adhered strictly to policies and procedures for continued company compliance. Including participating in regular training to maintain up-to-date knowledge on company products and policies. training in safeguarding, GDPR and Information, data and customer security.


Customer Experience Executive

Focal Agent
10.2018 - 02.2020
  • My role within the company was to ensure that the customer's needs were met and taking ownership of escalated customer issues and followed through to resolution through all forms of communication such as phone, email and live chat.
  • I would help to resolve any complaints along with working with other departments such as account managers and product teams. Also using customer feedback to inform service-level improvements.
  • During this time, I was responsible for training up new staff members and delivering new training.
  • I completed a course in the principles of customer service to further my own knowledge and to ensure I was providing the best service possible for our customers.
  • I was also involved in working with our Tech Team to develop a new CRM system, discussing processes and what we would need from the new system.

Teaching English as a foreign Language

Royal English
Malaga
01.2015 - 10.2018
  • I taught a wide range of students from the age of three up to adults to pass their exams.
  • My main responsibilities were planning and preparing lessons, evaluating and adjusting teaching to suit student age and capability to ensure that the lessons were fun and educational as well as ensuring that each student received the support that they needed to develop.
  • Provided friendly, enthusiastic support to pupils in individual and group support settings.
  • Built trusting, respectful relationships with pupils and their parents through attentive listening and communication abilities. Including carry out reports every term and setting goals and targets for each student.
  • I would cover reception when needed; this would include greeting customers, answering phones, taking payments, filling and admin work.


Education

GCSEs - Data

Welling School
09.2007 - 06.2012

Principles of customer service -

The skills network

Trinity CertTESOL certification -

TEFL in Spain

Diploma of Higher Education - Children's play, learning and development

Bromley College of higher education
09.2012 - 06.2014

Certificate of Higher Education -

Data Camp

Skills

  • Strong communication
  • Employee training
  • Scheduling
  • Salesforce
  • Problem solving
  • Account reconciliation
  • Data entry
  • Database administration
  • Microsoft Office expertise

Languages

English
Native
Spanish
Elementary

Timeline

Senior Operations Executive

MyTutor
10.2021 - Current

Customer Service Representative

Maximus
03.2020 - 10.2021

Customer Experience Executive

Focal Agent
10.2018 - 02.2020

Teaching English as a foreign Language

Royal English
01.2015 - 10.2018

Diploma of Higher Education - Children's play, learning and development

Bromley College of higher education
09.2012 - 06.2014

GCSEs - Data

Welling School
09.2007 - 06.2012

Principles of customer service -

The skills network

Trinity CertTESOL certification -

TEFL in Spain

Certificate of Higher Education -

Data Camp

Similar Profiles

Create profile
Courtney Hutchings