Darren Hannaford
Exeter,Devon
Summary
Upbeat customer service adviser with strong complaint handling expertise. Diffuses conflict and converts customers through active listening and rapport building. Exceeds targets by delivering consistent service.
A School governor for over 8 years dealing with the management and finance of a primary school.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service Advisor
South West Water
Exeter, Devon
03.2019 - Current
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Offered detailed advice on product and service benefits.
- Adhered strictly to policies and procedures for continued company compliance.
- Offered prompt solutions to maintain customer satisfaction.
- Established positive relationships with customers by going extra mile to build rapport.
- Recorded customer communications to maintain proper documentation.
- Practiced multi skilled techniques to make sure that the correct information is supplied.
- A member of the Lived Experience Group.
- A member of RISE.
- Working in the MBP team often dealing with very difficult conversations and getting the balance right, making the customer understand why I would be contacting them.
- Making sure that the customer is always dealt with respect and professionalism at all times with the philosophy of My Customer My Responsibility.
Customer Sales Advisor
Marks & Spencer
Exeter, Devon
11.2011 - 03.2019
- Drove revenue growth by making customers aware of current promotions and applying effective cross-selling strategies.
- Maintained quality of service, ensuring up-to-date product knowledge to effectively upsell.
- Provided outstanding customer service and problem solving.
- Consistently exceeded customer expectations by correctly identifying needs and recommending optimal solutions.
- Delivered outstanding customer experiences through attentive care and faultless service.
- Warmly greeted customers to establish positive first impressions, enhancing in-store experiences.
- Highlighted product features and benefits in line with customer needs, securing high-value sales.
- Assisted customers with product returns, converting refund requests into exchange opportunities to maximise store revenue.
- Provided high levels of in-store service, promptly resolving complaints to maintain customer satisfaction.
- Maximised sales opportunities by regularly replenishing stock levels of recently sold products.
- Protected customer safety, ensuring adherence to GDPR regulations across all tasks.
- Chairman of the store Business Involvement Group. Attending regional meetings and implementing company instructions.
Education
NVQ Level 2 Customer Service -
Hele's School
Exeter, Devon 09.1979 - 05.1983
Skills
- Dispute resolution
- Data verification procedures
- CRM implementation
- Record maintenance
- Customer experience
- Customer care
Timeline
Customer Service Advisor
South West Water
03.2019 - Current
Customer Sales Advisor
Marks & Spencer
11.2011 - 03.2019
NVQ Level 2 Customer Service -
Hele's School
09.1979 - 05.1983
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