Summary
Overview
Work History
Education
Skills
Accomplishments
Software
Interests
Timeline
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Danielle Sherwin

Customer Service Representative
Flamborough

Summary

Polite and professional friendly person with strong communication and multitasking skills. Experienced in resolving customer complaints within company guidelines and using own initiative. Implements customer follow-up to uphold service standards and guarantee customer satisfaction. I am fortunate to have acquired a variety of skills and information from my different career, which I think would be useful in this administrative assistant role. I have utilised a variety of different systems over the years, such as CRM Zendesk Word, Excel, and Outlook.

Overview

21
21
years of professional experience

Work History

Customer Service Representative

The Swift Group
Cottingham
08.2021 - Current
  • Developed strong relationships with customers fostering brand loyalty and repeat business.
  • Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
  • Assisted customers with varying questions using product knowledge and service expertise.
  • Improved customer satisfaction by effectively handling complaints and inquiries.
  • Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
  • Employed active listening and product expertise to successfully resolve inbound queries.
  • Answered customer telephone calls promptly and improved on-hold wait times.
  • Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
  • Performed administrative duties contributing towards smooth store operations.
  • Handled phone, email and social media enquiries with consistent customer service across multiple channels.
  • Adhered strictly to policies and procedures for continued company compliance.

Digital Customer Service Administrator

Yell.com
Eastfield
06.2018 - 05.2021
  • Guided customers through available options to help promote their business and help expand their online presence.
  • Assisted in the creation of building a bespoke business page to help deliver more leads and customers.
  • Listened actively to offer accurate information and best solution to their needs.

Telesales agent

ResQ Call Centre
Hull
03.2013 - 05.2018
  • Cold Calling New Business to establish needs and progress sales
  • Account Management
  • Pipeline Building
  • Utilised product knowledge to boost sales figures.
  • Managed business pipelines efficiently, nurturing leads and recording communications.
  • Proactively learned about new products to provide up-to-date information to customers.
  • Adhered strictly to regulations regarding data protection and confidentiality, minimising risk of breaches.

Team leader

The Mitchell Farrar Group
Steeton
02.2004 - 10.2012
  • Training of Telesales Agents
  • Oversaw day to day operations
  • Responsible for Data Protection and Compliance
  • Hold weekly and monthly agent 1-2-1 meeting setting KPI's
  • Working directly with all major banking groups to follow up client claims

Education

NVQ Level 2 - Health and Social Care

Keighley College

Skills

Self Motivated and able to work on own initiative

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Accomplishments

My greatest accomplishment to date was receiving a Silver Duke of Edinburgh Award. One of the abilities I developed as an Air Cadet was how to operate well in a team.

Software

Word

Excel

Outlook

Keyboard Skills

Interests

Dog Walking

Hands on Work

Spending time with Family

Reading

Wine Tasting

Timeline

Customer Service Representative

The Swift Group
08.2021 - Current

Digital Customer Service Administrator

Yell.com
06.2018 - 05.2021

Telesales agent

ResQ Call Centre
03.2013 - 05.2018

Team leader

The Mitchell Farrar Group
02.2004 - 10.2012

NVQ Level 2 - Health and Social Care

Keighley College

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Danielle SherwinCustomer Service Representative