Diane Hunt
Sutton Coldfield,West Midlands
Summary
Experienced Customer Service Representative skilled in fostering client relationships and enhancing customer satisfaction. Proven expertise in quality and process optimisation, contributing to operational efficiency. Committed to supporting team success and driving business growth through effective communication and collaboration.
Overview
10
10
years of professional experience
Work History
Customer Service Executive
Solventum
03.2025 - Current
- Resolved customer service enquiries with speed and accuracy to enhance customer experience.
- Maximised customer satisfaction by resolving service issues promptly.
- Delivered friendly, attentive service by promptly addressing customer enquiries and efficiently processing orders.
- Assisted customers with product-related questions, feedback and complaints.
- Maintained up-to-date knowledge of company products, services, and policies to provide accurate information to customers.
- Utilised CRM systems to record customer interactions, feedback, and service issues for continuous improvement.
- Demonstrated commitment to customer satisfaction by exceeding expectations in service delivery.
- Resolved customer queries over phone and by email.
- Remained calm under pressure to handle customer complaints and solve problems.
- Participated in team meetings, contributing ideas for improving customer service procedures and outcomes.
- Organised and managed customer data, ensuring confidentiality and compliance with data protection regulations.
Senior Customer Service Advisor
BCA Logistics
Birmingham
07.2022 - 06.2026
- Delivered exceptional customer service by swiftly responding to queries and resolving issues.
- Addressed customer service enquiries quickly and accurately.
- Acted as the primary point of contact for VIP customers, delivering bespoke service solutions.
- Responded to live chat rooms to answer and resolve customer queries, elevating customer satisfaction with immediate support.
- Monitored customer satisfaction metrics, identified trends, and developed strategies to improve service quality.
- Supervised customer service representatives, assessed performance, and organised development plans to enhance team efficiency.
- Mentored junior team members on industry best practices, fostering skills for outstanding service and customer retention.
- Stayed current on policies, procedures and standards to offer optimal support.
- Coordinated referrals and escalations to obtain specialised support.
- Managed up to 100 customer inquiries per day in fast-paced centre.
- Listened to individual complaints with open mind and asked detailed questions to understand issues.
- Tracked trending issues and prepared reports for supervisory team to address repeated concerns.
- Built rapport with customers through courteous and professional communications.
Senior Customer Service Executive
Opuk Ltd
Market Harboriugh
02.2019 - 07.2022
- Worked closely with customers to identify future needs, tailoring services to maintain loyalty.
- Resolved diverse customer questions by managing a high number of phone interactions.
- Maintained knowledge of company products via regular research.
- Addressed and resolved customer inquiries and complaints through effective call management.
- Analysed customer service data trends, implementing strategies for improved delivery.
- Established departmental metrics, driving staff motivation to exceed expectations.
- Delivered top-tier customer support to maintain excellent satisfaction levels.
- Ensured precise and prompt processing of customer orders, forms, applications, and requests.
- Collected and responded to complaints by promptly monitoring email.
- Delivered regular training and development programmes to enhance team performance and efficiency for improved customer care.
- Engaged with top executives to discuss customer service performance and development needs.
- Managed time effectively to handle multiple customer queries simultaneously without compromising service quality.
Customer Services Advisor
CDS Global
09.2016 - 02.2019
- Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
- Addressed and resolved customer complaints in a timely, efficient and helpful manner.
- Proactively addressed customer queries and complaints, enhancing their sense of value and appreciation.
- Handled high-volume telephone calls to address and resolve customer queries.
- Assisted customers with product-related questions, feedback and complaints.
- Answered customer questions through a variety of different platforms such as live chat, phone, letter and email.
- Processed customer orders, returns, and exchanges with precision and professionalism, maintaining high service standards.
- Facilitated handover of complex customer issues to senior management, ensuring resolution and customer satisfaction.
- Addressed customer service enquiries quickly and accurately.
- Monitored email to promptly collect and respond to complaints.
- Built empathetic client relationships, earning a reputation for exceeding sales goals through attentive service.
- Helped customers resolve difficulties using attentive listening skills and clever problem-solving.
- Conducted general administration such as issuing refunds, responding to enquiries and answering external calls.
- Followed scripts and processes to uphold brand standards.
- Processed and issued product orders and service upgrades for customers.
Education
GCSEs - English
Stratford-upon-Avon High school
Stratford-upon-Avon, WAR1988
GCSEs - Moths
Stratford-upon Avon High School
Stratford-upon-Avon, WAR1988
GCSEs - Sociology
Stratford-upon-Avon High School
Stratford-upon-Avon, WAR1988
GCSEs - RE
Stratford-upon Avon High School
Stratford-upon-Avon, WAR1988
Skills
- Call center operations
- Customer service excellence
- Customer satisfaction strategies
- Query resolution and order processing
- Live chat support and CRM proficiency
- GDPR compliance knowledge
- Effective problem-solving
- Customer retention strategies
- Microsoft Office proficiency
- Multitasking skills
- Time management expertise
- Telephone etiquette
- B2B SaaS knowledge
- SAP experience
Education
other,other,other,other
Hobbies and Interests
- Working out including long hikes with friends to swimming are a must for health and self motivation in daily life.
- Enjoy reading and listening to all genres of literature from fiction to biographies.
- Spending time with Family.
Additional Information
- Over 20 years of experience in customer service
- Excellent complaint resolution
- Team Leader and player
Timeline
Customer Service Executive
Solventum
03.2025 - Current
Senior Customer Service Advisor
BCA Logistics
07.2022 - 06.2026
Senior Customer Service Executive
Opuk Ltd
02.2019 - 07.2022
Customer Services Advisor
CDS Global
09.2016 - 02.2019
GCSEs - English
Stratford-upon-Avon High school
GCSEs - Moths
Stratford-upon Avon High School
GCSEs - Sociology
Stratford-upon-Avon High School
GCSEs - RE
Stratford-upon Avon High School