DEBORAH JOSEPH
Bristol
Summary
Dedicated and results-oriented Customer Service Professional with over there (3) years of experience in delivering exceptional customer support and satisfaction. Proven track record of building strong customer relationships, resolving complex issues, and ensuring a seamless customer experience. Adept at multitasking and adapting to evolving situations, with a strong commitment to meeting and exceeding customer expectations. Possesses excellent communication and problem-solving skills and a customer-centric approach to service delivery. Eager to contribute expertise to enhance customer service operations and drive positive business outcomes.
Overview
9
9
years of professional experience
Work History
Customer Service Advisor
Dojo
02.2024 - Current
- Resolved concerns with products or services to help with retention and drive sales.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Promoted strong customer satisfaction by diagnosing and troubleshooting product issues without need for escalated support.
- Responded to customer calls and emails to answer questions about products and services.
- Coordinated paperwork and payments for new orders and replacement parts to obtain speedy service for each customer.
- Used ticketing systems to manage and process support actions and requests.
- Analyzed complaint data to identify root causes, trends, issues and regulatory concerns.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Customer Service Expert
RAC Motoring Services
05.2023 - 02.2024
- Provided primary customer support to internal and external customers
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Cultivated customer loyalty, promoted repeat business, and improved sales
- Leveraged sales expertise to promote products and capitalize on upsell opportunities
- Evaluated account and service histories to identify trends, using data to mitigate future issues
- Provided information regarding charge accounts and loyalty programs
- Followed up with customers about resolved issues to maintain high standards of customer service
- Educated customers about billing, payment processing and support policies and procedures
- Met customer call guidelines for service levels, handle time and productivity
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
- Adhered to the rules of Financial Conduct Authority (FCA).
Front Office Receptionist
Novotel Bristol Centre
01.2023 - 05.2023
- Maintained clean reception area to promote positive, professional environment for clients
- Collaborated with team members to handle guest requirements from check-in through check-out
- Wrote professional and error-free letters, memoranda and other business documentation to support office needs
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance
- Interacted with customers by phone, email, or in-person to provide information
- Provided clerical support to company employees by copying, faxing, and filing documents
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel
- Confirmed relevant guest information and payment methods to prevent fraud
- Managed lost and found items to assist guests with retrieving belongings
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers
- Stored guest valuables in safe and individual boxes for security
- Answered multi-line phone system and enthusiastically greeted callers
- Identified visitors' needs to offer solutions and information
- Oversaw fast-paced front desk operations and guests' needs at busy facility
- Resolved service-related problems and documented actions in system
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests
- Collected room deposits, fees, and payments
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
Front Office Receptionist
Ibis Cambridge Central Station
12.2021 - 01.2023
- Responded to telephone and email enquiries from clients, vendors and members of public
- Confirmed transactional data
- Greeted customers promptly and professionally, providing friendly, knowledgeable assistance
- Maintained reception area in orderly manner to provide visitors with positive first impression of company
- Planned itineraries for guests
- Generated individual invoices from FOLS and according to guest preferences
- Provided clerical support to company employees, including copying, faxing and file management
- Collected and distributed incoming mail, employing strict confidentiality throughout
- Managed bookings using Booker software and websites such as BOOKING.COM, EXPEDIA, RESA WEB to schedule, cancel and reschedule appointments and reservations
- Provided critical administrative support to co-workers
- Increased hotel branch membership by 10% with contribution of other team members.
English Language Teacher
SuccessBell Schools
12.2019 - 12.2020
- Improved exam results, building student confidence and competence through expert communication and compassionate guidance
- Maintained positive classroom environment through continued enthusiasm for curriculum and tireless commitment to every student
- Ensured continued student progress and development through classroom training that increased by 45%
- Built student confidence in understanding of tone, style and register to deliver high-quality verbal and written work
- Prepared instruction materials and resources, supporting detailed lesson plans and aiding student growth
- Recommended effective additional learning resources, aiding continued student confidence and abilities
- Delivered one-to-one and group teachings, maintaining student engagement and enthusiasm through subject passion and effective communication.
English Teaching Assistant
Jane-Nath College
04.2015 - 08.2015
- Assisted English tutor in providing supportive, stimulating learning environment through mental stimulating exercises
- Supervised students in extra-curricular activities such as literary and debating, building confidence and social skills
- Supported student learning objectives through personalized and small group assistance to support classroom instruction
- Supported instructor with test administration, curriculum development and grading
- Organized classroom materials to help teachers prepare for daily instruction and activities
- Used behaviour modelling and specialized teaching techniques to share and reinforce social skills
- Delivered well-structured 1:1 support sessions to students with learning difficulties, improving their exam scores by 20%.
- Mentored and tutored individual students needing additional help
Education
Master of Arts - Applied Linguistics and TESOL
Anglia Ruskin University
Cambridge, CAM10.2022
Bachelor of Art - English And Literary Studies
Covenant University
Ota, Ogun State07.2019
Skills
- Organized multitasker
- Complaint Resolution
- Work with minimal supervision
- Communication skills
- Attention to detail
- Self-motivated
- Customer service
- Call centre experience
- Quality Assurance
- Administrative skills
- Multi-line phone systems
Technology Proficiency
- Proficient in Microsoft Package
- Microsoft Teams
- Google Suite
- Zoom Peoplesoft
- Front Office Light Services (FOLS)
- Adobe Package
- OneNote
- Vision
- Presentation
Timeline
Customer Service Advisor
Dojo
02.2024 - Current
Customer Service Expert
RAC Motoring Services
05.2023 - 02.2024
Front Office Receptionist
Novotel Bristol Centre
01.2023 - 05.2023
Front Office Receptionist
Ibis Cambridge Central Station
12.2021 - 01.2023
English Language Teacher
SuccessBell Schools
12.2019 - 12.2020
English Teaching Assistant
Jane-Nath College
04.2015 - 08.2015
Master of Arts - Applied Linguistics and TESOL
Anglia Ruskin University
Bachelor of Art - English And Literary Studies
Covenant University
Similar Profiles
Ciarán WalshCiarán Walsh
Sales Representative at DojoSales Representative at Dojo
Andreja RasicAndreja Rasic
Senior Advisor (Closer) at 7 Figure DojoSenior Advisor (Closer) at 7 Figure Dojo
Jennifer KirklandJennifer Kirkland
Math, Reading, and Writing Tutor at Class DojoMath, Reading, and Writing Tutor at Class Dojo