DEBORAH FOLEY
Watford,
Summary
Marketing graduate with over 10 years of experience in customer service, CRM management, and administrative support. Proven track record of improving customer satisfaction and operational efficiency by streamlining systems and fostering collaborative team environments. Adept at problem-solving in high-pressure situations and committed to leveraging marketing skills to drive business growth. Enthusiastic about learning new digital marketing tools and strategies to enhance customer engagement and optimize workflow processes.
Overview
11
11
years of professional experience
5
5
years of post-secondary education
Work history
Senior Customer Experience Agent FTC
AllSaints
10.2024 - Current
- Provide exceptional customer support via email, chat, and phone, ensuring a seamless shopping experience.
- Handle escalated customer inquiries and complaints, delivering timely and effective resolutions.
- Act as a brand ambassador, maintaining AllSaints’ high standards of service and engagement.
- Support and train junior team members, offering guidance on best practices and service excellence.
- Collaborate with internal teams (e.g., retail, logistics, and payments) to resolve complex customer issues.
- Assist with refunds, exchanges, and order amendments, ensuring policies are followed while prioritising customer satisfaction.
- Answer social media queries on Facebook, Instagram, X and Trustpilot.
- Staying up to date with AllSaints’ latest collections, promotions, and policies to provide accurate information to customers.
Customer Service Representative
Medtronic
05.2024 - 10.2024
- I was brought in on a fixed term contract with Medtronic overseeing the change in CRM to CIC and to train staff in using the system.
- Answered queries from hospitals and patients via email and phone regarding status of order, upgrading deliveries and product queries
- Providing excellent customer service
- Streamlined CRM transition to CIC, enhancing order tracking and customer response efficiency
- Coordinated with teams to improve delivery upgrades creating a seamless customer experience
- Provided exceptional customer service by addressing product queries and improving communication channels
Customer Service Advisor
TDS
06.2023 - 03.2024
- Working for one of three deposit protection schemes helping agents, tenants and landlords resolve disputes and answer queries
- Maintained excellent team relationships by helping colleagues during complicated or difficult customer calls
- Communicated with customers through phone calls, and emails to assess customer needs and provide solutions
- Trained new starters
- Maintained excellent customer satisfaction by delivering high-quality customer services and dealing with all matters appropriately
- Maintained excellent customer satisfaction by offering friendly, helpful and informative customer service
- Assisted colleagues during challenging customer calls, creating a collaborative team environment and improving call resolution rates
Front of House/ Receptionist
TJX
04.2022 - 05.2023
- Managed front desk operations, ensuring smooth visitor experience and efficient call handling
- Scheduled and coordinated appointments, improving office workflow and client satisfaction
- Maintained accurate records and databases, enhancing data retrieval and office organization
- Resolved guest inquiries and complaints effectively, contributing to improved customer relations
- Created visitor passes and replacement passes
- Booked parking for associates
- Greeted and assisted visitors providing a welcoming atmosphere and enhancing client satisfaction
Temporary Seasonal Customer Service Advisor
Selfridges & Co
11.2021 - 03.2023
- Assisted customers via email, phone, live chat and social media
- Worked under very strict KPIs of over 100 calls a day
- Co-ordinated solutions via Microsoft Teams
- Answered customer queries via Twitter, Instagram, Facebook
- Responded to reviews on Trustpilot and Tripadvisor
- Resolved complex customer issues, enhancing satisfaction and loyalty through seamless coordination with internal departments
- Proactively engaged with customers across multiple platforms, ensuring prompt and effective resolutions to enhance their experience
- Tracked orders and processed refunds for new and existing customers
Customer Services Team Leader
Topshop
07.2016 - 12.2020
- Promotion from Customer Services Advisor
- Supervised staff and monitored performance to drive productivity
- Enhanced internal and external customer satisfaction ratings by researching, troubleshooting, and resolving escalated issues efficiently
- Identified individual staff development needs and arranged appropriate training
- Mentored team members, creating a collaborative environment that boosted team morale and productivity
- Met customer call guidelines for service level and handle time
- Worked with new hires to educate on various customer services tasks, product specifications and company protocols
- Developed training materials for customer service team members, resulting in improved customer service delivery
Customer Service Advisor
Topshop
09.2014 - 07.2016
- Updated on orders and processed refunds for new and existing customers
- Assisted manager in implementing and updating procedures to sustain quality standards
- Managed high-volume order tracking and refund processing, ensuring compliance with updated quality standards and procedures
- Managed high-volume customer queries through effective multi-tasking
- Recorded and processed customer data accurately
- Executed specific customer requests to deliver personalised customer service.
Education
Bachelors Degree - Marketing
Middlesex University
09.2011 - 09.2014
A Level -
St Dominics College
09.2009 - 09.2011
Skills
- Customer Service & Communication – Delivering exceptional service across multiple channels
- Conflict Resolution & Complaint Handling – Managing escalations with professionalism
- CRM Systems – Experienced in Salesforce, CIC, Zendesk & order management tools
- Social Media Support – Handling queries on Facebook, Instagram, X (Twitter), Trustpilot
- Multichannel Support – Expertise in phone, email, live chat, and social media
- Training & Mentorship – Supporting and coaching junior team members
- Order Processing & Refunds – Managing returns, exchanges, and amendments
- Process Improvement – Identifying areas for service enhancement and efficiency
- Collaboration – Working cross-functionally with logistics, payments & retail teams
- Time Management & Prioritisation – Handling high workloads efficiently
- Tech Proficiency – Skilled in Microsoft Office (Outlook, Teams, Excel) & CRM tools
Languages
English
Custom
- Google Analytics for Beginners, Google Academy, 2023
- Social Media Marketing, Coursera, 2022
- Customer Service Leadership, Udemy, 2021
- CRM Management, LinkedIn Learning, 2020
Timeline
Senior Customer Experience Agent FTC
AllSaints
10.2024 - Current
Customer Service Representative
Medtronic
05.2024 - 10.2024
Customer Service Advisor
TDS
06.2023 - 03.2024
Front of House/ Receptionist
TJX
04.2022 - 05.2023
Temporary Seasonal Customer Service Advisor
Selfridges & Co
11.2021 - 03.2023
Customer Services Team Leader
Topshop
07.2016 - 12.2020
Customer Service Advisor
Topshop
09.2014 - 07.2016
Bachelors Degree - Marketing
Middlesex University
09.2011 - 09.2014
A Level -
St Dominics College
09.2009 - 09.2011
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