Danielle Kimberley
Summary
Dedicated Customer Service Representative providing quality care for ultimate customer satisfaction with a positive and professional approach.
Organised, detail oriented, and experienced in customer enquiries and transactions Skilled at upselling. Ability to self-manage during independent projects, as well as collaborate as part of a productive team.
Understands the importance of impact whilst delivering the mission of a brand and key interaction that takes place involving customers. Several years of experience in various retail settings with a proven successful track record of being a trusted and respected team player.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
Work history
Admissions Officer
University of Law
04.2022 - Current
- Processed 750+ applications a month exceeding department average by 35%
- Resolved 600+phone calls and email enquires via CRM
- Implemented a new admissions procedure which improved efficiency of the task across the department by 80%
- Promoted to the Firm inbox manager, tasked with liaising with Magic Circle Law firms and over 500+ trainees per intake. Nurturing and building relationships which have contributed in one firm renewing a £1 million pound contract
- Coordinated over 30 training sessions and led 15 presentations both virtual and in person
- Created 15 training resources and improved the continuity in customer service for students across the department
- Hosted 9 virtual open days advising 50+ students, answering questions on specialist product knowledge, entry requirements and FAQs.
- Collaborated with 10 departments on behalf of admissions to the new University of Laws Mental Health Charter
Student Support Coordinator
Aston University
09.2021 - 03.2022
- Supporting over 1000 current Business School students queries and via email, on the phone and in person
- Oversaw the recruitment and on boarding of over 150 International and ERASMUS students per intake
- Responsible for coordinating a team of 6 on projects including Module Selection and Data Programming and Implementat
- Streamlined the Leave of Absences and Withdrawals process resulting in a 50% reduction in the length it took to resolve
- Acted as a Mental Health First Aider providing pastoral support and listening to academic and social concerns and practised non-judgemental approach to students and adhering to BACP ethical framework.
- Initiated appropriate action in cases of student wellbeing concerned on more than 10 occasions
Volunteer Manager and Administrator
Worcestershire Acute Hospitals Trust
04.2020 - 07.2021
- Redesigned the recruitment process and was responsible for making process 65% more efficient and as a result doubled the size of our active volunteer pool
- Implemented strategies to improve volunteer engagement including the creation of a Bimonthly Newsletter with boosted charity donations by 35% and volunteer activity rose by 29%
- Managing the creation of volunteer projects, policies and reports tracking progress on GANT charts and traffic light systems
- Rota management for 120 volunteers and 6 different projects
- Creating social media content using Microsoft, Adobe and Canva
- Led volunteers projects including a Hospital Wellbeing store which was responsible for 22,000 food parcels to Hospital staff throughout the pandemic
Customer Service Advisor
Worcester Bosch
10.2019 - 03.2020
- Managed high-volume customer calls– solving queries and product troubleshooting in a friendly and knowledgeable manner, continually achieving positive customer feedback.
- Handling customer complaints using conflict resolution tactics.
- Using CRM and SAP to register and update customer's details and book appointments.
- Upselling over 100 boiler repairs and service maintenance contracts a month, explaining terms and conditions and taking payment.
- Adhered strictly to policies and procedures for continued company compliance.
Education
Master of Science - Business and Management
Aston University
Birmingham 09.2018 - 11.2019
Bachelor of Science - Politics
Brunel University
London 09.2015 - 06.2018
Skills
- Project Management
- Detail Oriented
- Rapport Building
- Target Driven
- Engaging Leadership Style
- Strong Organisational Skills
- Customer Service Excellence
- Adaptable
Timeline
Admissions Officer
University of Law
04.2022 - Current
Student Support Coordinator
Aston University
09.2021 - 03.2022
Volunteer Manager and Administrator
Worcestershire Acute Hospitals Trust
04.2020 - 07.2021
Customer Service Advisor
Worcester Bosch
10.2019 - 03.2020
Master of Science - Business and Management
Aston University
09.2018 - 11.2019
Bachelor of Science - Politics
Brunel University
09.2015 - 06.2018
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