Diane Hunt
Sutton Coldfield,West Midlands
Summary
Results-driven Customer Relationship Specialist skilled in Salesforce CRM, GDPR compliance, and contact centre management. Delivers exceptional client service through effective communication and strong analytical skills. Experienced in order management and technical troubleshooting, enhancing operational efficiency. Focused on developing customer service programmes and nurturing client relationships to support business growth.
Overview
10
10
years of professional experience
6
6
years of post-secondary education
Work history
Customer Service Agent
Solventum
Loughborough, Leicestershire
2025.03 - 2026.06
- Resolved customer queries via phone and email, ensuring timely and accurate responses.
- Addressed customer service enquiries quickly and accurately.
- Enhanced customer satisfaction by promptly resolving service issues and addressing complaints.
- Provided friendly, attentive service by promptly responding to customer enquiries and processing order requests.
- 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.
- Proactively assisted customers, demonstrating commitment to exceptional service and satisfaction.
- Utilised CRM systems to record customer interactions, feedback, and service issues for continuous improvement.
- Proficiant with SAP System
- Managed order processing by coordinating order fulfilment and tracking deliveries.
- 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
2022.07 - 2025.03
- Managed customer service representatives performance assessments and coordinated development plans to reduce process lags.
- Delivered optimal support by staying current on policies, procedures, and standards.
- Improved customer experiences by identifying satisfaction trends and formulating concern-response strategies.
- Improved issue resolution by understanding complaints through detailed, thoughtful follow-up questioning.
- Tracked trending issues, prepared detailed reports for supervisory team action decisions.
- Owned customer service outcomes by swiftly addressing queries and completing issue resolution.
- Coordinated referrals and escalations to access specialised support services efficiently.
- Owned daily customer inquiries workflow, responding promptly in high-volume centre environment.
- Improved service quality and retention by mentoring junior team members with best practices..
- Maintained strong customer relationships by delivering courteous, professional communications consistently.
- Addressed customer service enquiries quickly and accurately.
- Improved VIP experience by delivering bespoke service solutions through proactive customer communication.
- Improved customer satisfaction by resolving live chat inquiries through immediate support.
Senior Customer Service Executive
Opuk Ltd
Market Harboriugh
2019.02 - 2022.07
- 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
2016.09 - 2019.02
- Addressed and resolved customer complaints in a timely, efficient and helpful manner.
- Facilitated smooth handover of complex customer issues to senior management, ensuring comprehensive resolution.
- Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
- Processed and issued product orders and service upgrades for customers.
- Followed scripts and processes to uphold brand standards.
- Helped customers feel valued and appreciated by proactively going the extra mile to solve queries and complaints.
- Processed customer orders, returns, and exchanges with precision and professionalism, maintaining high service standards.
- Assisted customers with product-related questions, feedback and complaints.
- Conducted general administration such as issuing refunds, responding to enquiries and answering external calls.
- Addressed customer service enquiries quickly and accurately.
- Answered customer questions through a variety of different platforms such as live chat, phone, letter and email.
- Monitored email to promptly collect and respond to complaints.
- Developed empathetic client relationships and earned reputation for consistently exceeding sales goals.
- Helped customers resolve difficulties using attentive listening skills and clever problem-solving.
- Handled high-volume telephone calls to address and resolve customer queries.
Education
GCSEs - English
Stratford-upon-Avon High school
Stratford-upon-Avon, WAR 1985.09 - 1988.07
GCSEs - Maths
Stratford-upon Avon High School
Stratford-upon-Avon, WAR 1985.09 - 1988.07
GCSEs - Sociology
Stratford-upon-Avon High School
Stratford-upon-Avon, WARGCSEs - RE
Stratford-upon Avon High School
Stratford-upon-Avon, WARSkills
- Salesforce CRM
- General Data Protection Regulation (GDPR)
- Order management
- Technical troubleshooting
- Customer service orientation
- Exceptional client service
- Customer relationship specialist
- Client assistance
- Contact centre management
- Effective phone communication
- Analytical problem solver
- Problem-solving
- Critical reasoning
- Client relations expertise
- Customer service programmes
- Microsoft Office proficiency
- Excellent time management skills
- Effective communication
Customer service
Feedback reception
Client relations
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
Affiliations
- Exercising
- Reading
Timeline
Customer Service Agent
Solventum
2025.03 - 2026.06
Senior Customer Service Advisor
BCA Logistics
2022.07 - 2025.03
Senior Customer Service Executive
Opuk Ltd
2019.02 - 2022.07
Customer Services Advisor
CDS Global
2016.09 - 2019.02
GCSEs - English
Stratford-upon-Avon High school
1985.09 - 1988.07
GCSEs - Maths
Stratford-upon Avon High School
1985.09 - 1988.07
GCSEs - Sociology
Stratford-upon-Avon High School
GCSEs - RE
Stratford-upon Avon High School