Diana Rossiter
Telford,Shropshire
Summary
I am friendly and professional, with valuable customer service and communication skills. I possesses problem-solving abilities and can manage transactions accurately. I'm dedicated to enhancing customer satisfaction and driving team/company success. I'm happy talking to stakeholders of all levels and possess multiple transferable skills from my varied roles.
Overview
6
6
years of post-secondary education
24
24
years of professional experience
Work history
Network Planner
CityFibre
Field Based, West Midlands
2023.01 - 2026.09
- Conducted in-person meetings with end users to gather requirements and feedback.
- Conducting surveys at customer premises alone and with other department members
- Drafting wayleave documents
- Creating detailed fibre drawings (SLDs)
- Generating detailed fibre route drawings using GIS and QGIS
- Generating costings for jobs
- Issuing job packs to other departments
- Liaising with build partners and contractors to assist troubleshooting while they are on site.
- Collaborating with other departments/external companies to ensure efficient delivery of service.
- Assist planners from other regions with their WIP to ensure they meet SLA.
- Complete and quality control job packs created by 3rd party sources to ensure they meet company policy and procedures before being issued to the field service team.
Sales Support Executive
Entanet/CityFibre
Telford, Shropshire
2019.02 - 2023.01
- Issued sales quotes and contracts to business customers.
- Provided dedicated support to five regional account managers as primary point of contact.
- Contract review and set up.
- First ever sales support to assist with network desktop feasibility surveys and collaborate with the planning team effectively.
- Offer support to customers with service options
- Customers' first point of contact should the account manager not be available.
- Answer customer emails as well as internal emails about commercial questions
- Handle customer complaints as best as possible and resolve where a resolution is available.
Customer Service Administrator
Vision Corporate Services
Stourbridge
2014.09 - 2019.01
- Managed high volumes of incoming customer calls to ensure efficient service delivery. in a professional manner.
- Dealt efficiently with customer complaints, promoting positive brand image.
- Resolved complex issues for enhanced customer experience.
- Responded to customer requests with friendly, knowledgeable service and support.
- Established robust relationships with customers to foster loyalty.
- Managed daily administration of customer accounts, including VoIP and fixed-line orders and setups.
- Coordinated with ISPs and mobile network providers for account management and configuration.
- Balanced multiple tasks simultaneously – ensuring completion within set time frames.
- Trained new employees on company policies and procedures, bolstering performance standards.
- Liaised effectively with suppliers to ensure timely delivery of products and services.
- Assisted with the preliminary designs for a new CRM system.
Customer Service Manager
Evolve Telecom
Cardiff
2013.09 - 2014.07
- Boosted client satisfaction by delivering exceptional customer service.
- Managed customer complaints with prompt, mutually beneficial resolutions.
- Handled high-volume calls in a professional manner.
- Coordinated with other departments for seamless service delivery.
- Collaborated with staff members to enhance customer service experience and exceed client satisfaction rate targets.
- Documented all customer interactions for reference and analysis.
- Managed all forms of customer correspondence, including in-person, email, and mail interactions.
- Provided comprehensive support to sales teams, improving efficiency.
- Liaised effectively with suppliers to ensure timely delivery of products and services.
- Balanced multiple tasks simultaneously – ensuring completion within set time frames.
- Adhered strictly to policies and procedures for continued company compliance.
- Offered technical support to customers including device set up/repair.
- Assisted with inventory management for efficient stock control.
Customer Service Agent
EE
Merthyr Tydfil
2010.06 - 2013.07
- Managed high volume of inbound calls for quick resolution of customer issues.
- Provided top-notch support for increased customer satisfaction.
- Mitigated conflicts by providing timely and effective solutions to disputes raised by customers.
- Developed strong relationships with customers fostering brand loyalty and repeat business.
- Offered technical support for Blackberry and Apple products, leading to enhanced user experience.
- Maintained up-to-date knowledge, resulting in effective product promotion.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Trained new hires for improved productivity and efficiency on the job floor.
Sales and Service Representative
Zurich Insurance Company
Cardiff, Vale of Glamorgan
2007.06 - 2009.05
- Delivered personalised service to each caller, enhancing overall customer experience.
- Addressed customer complaints, ensuring a swift resolution.
- Boosted client satisfaction through timely response to enquiries.
- Facilitated customer loyalty programmes to enhance customer retention.
- Identified sales opportunities whilst addressing customer concerns, boosting company revenue indirectly.
- Maintained updated knowledge of products to provide accurate information to customers.
- Conducted diligent follow-ups, ensuring client satisfaction post-sale.
- Worked closely with other departments to resolve complex client issues effectively.
- Monitored queue times and adjusted according to call volume fluctuations daily.
- Adhered strictly to data protection regulations during all interactions with customers.
- Prepared thorough reports by analysing client data.
Deputy Manager
SA Brain & Company Ltd
South Wales
2002.12 - 2010.02
- Enhanced guest satisfaction through attentive and prompt service.
- Improved customer satisfaction by providing efficient and friendly service.
- Led by example in providing customers with attentive, professional restaurant service.
- Demonstrated excellent multitasking abilities for timely delivery of orders.
- Collaborated with kitchen staff to ensure order accuracy.
- Showcased extensive knowledge of menu items, heightened customer decision making.
- Trained new staff members in bar duties, enhancing their skills and performance.
- Ordered and stocked beverage supplies, maintained availability of popular drinks.
- Maintained high hygiene standards with regular cleaning and sanitisation.
- Increased customer satisfaction by maintaining a clean and welcoming pub environment.
- Fostered good community relationships through participation in local events and sponsorship of neighbourhood clubs.
- Organised special theme nights for an engaging customer experience.
- Handled cash transactions accurately, ensured balanced till at the end of shift.
- Prepared rotas to achieve stable coverage while minimising payroll costs.
- Assisted with inventory management, streamlined restaurant operations.
- Monitored and maintained stock levels for maximised efficiency and minimised waste.
- Adhered strictly to licensing laws, contributing to the safe operation of the pub business.
- Performed regular maintenance checks on pub facilities for uninterrupted service delivery.
- Monitored and maintained stock levels for maximised efficiency and minimised waste.
- Led by example in providing customers with attentive, professional restaurant service.
Education
GCSE -
Hawthorn High School
South Wales 1997.09 - 2003.07
Skills
- NRSWA
- SA002 - Underground Safety
- SA001A - Safety Overhead
- Radio Frequency Awareness
- Asbestos Awareness
- PIA S5
- PIA S6
- Emergency First Aid
- CDM Awareness
- Fraud Awareness
- Personal Conflict Module 1 & 2
- BTEC National Diploma IT
- Silver Management Award - SA Brain Ltd (Expired)
- Apple Accredited Sales Specialist (Expired)
Affiliations
- I enjoy spending time with my family, going on adventures, cooking, singing and reading.
Timeline
Network Planner
CityFibre
2023.01 - 2026.09
Sales Support Executive
Entanet/CityFibre
2019.02 - 2023.01
Customer Service Administrator
Vision Corporate Services
2014.09 - 2019.01
Customer Service Manager
Evolve Telecom
2013.09 - 2014.07
Customer Service Agent
EE
2010.06 - 2013.07
Sales and Service Representative
Zurich Insurance Company
2007.06 - 2009.05
Deputy Manager
SA Brain & Company Ltd
2002.12 - 2010.02
GCSE -
Hawthorn High School
1997.09 - 2003.07