Deborah Laing
Newport,United Kingdom
Summary
A focused dedicated professional with over 15 years extensive experience and knowledge in customer service, and the proven ability to negotiate the best solution that suits both the customer and the company within state procedures. Demonstrates exceptional communication and listening skills in order to deliver excellent customer satisfaction. Customer focused and committed to delivering high standards and solutions, handling complaints and resolving problems.
Overview
18
18
years of professional experience
5
5
years of post-secondary education
Work history
Customer Service Advisor
SSE Business Energy Solutions
05.2024 - 06.2025
- Part of the sales support team, creating bespoke contracts and responding to internal and external emails.
Customer Service Advisor
Lorien Recruitment
11.2023 - 05.2024
- Company Overview: on behalf of SSE Business Energy Solutions
- Part of the sales support administration team, creating bespoke contracts for business energy customers.
- On behalf of SSE Business Energy Solutions
Customer Service Advisor
SSE, OVO, TalkTalk
07.2007 - 08.2023
- Working within the Customer Service/Credit Management team.
- Attending to enquiries and resolving problems for customers and reporting to the customer service manager.
- Protected company revenue by collecting ageing balances.
- Handled customer billing enquiries and requests via telephone calls.
- Setting up payment plans and processing payments.
- Used multiple computer programs and data bases to achieve and log account activity.
- Manage a portfolio of vulnerable customers in debt and providing support with manageable repayment plans and finding the best tariff and providing energy efficiency advice.
- Dealing with complaints and following them through to reach a resolution.
- Issuing disconnection notices.
- Managing telephone calls inbound/outbound.
- Meeting company KPI.
- Preparing daily spreadsheets in Microsoft Excel.
Education
High School graduation certificate -
Queens High Comprehensive
Newport 09.1975 - 07.1980
Level-2 NVQ Certificate in Customer Service - undefined
Acorn Recruitment
07.2011 - 09.2011
Skills
- Communication
- Active Listening
- Empathetic
- Negotiation
- Attention to detail
- Resilience
- Motivated
- Team Player
- Ability to meet deadlines
- Creative thinker
Personal Information
Title: Customer Service Advisor
Custom
- Swimming
- Reading
- Walking
- Gym
Timeline
Customer Service Advisor
SSE Business Energy Solutions
05.2024 - 06.2025
Customer Service Advisor
Lorien Recruitment
11.2023 - 05.2024
Level-2 NVQ Certificate in Customer Service - undefined
Acorn Recruitment
07.2011 - 09.2011
Customer Service Advisor
SSE, OVO, TalkTalk
07.2007 - 08.2023
High School graduation certificate -
Queens High Comprehensive
09.1975 - 07.1980
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