Donna Lee
North Shields
Summary
Personable and driven professional with proven track record in customer relations and conflict resolution, paired with strong communication and problem-solving abilities. Adept in managing customer expectations and delivering high-quality service. Committed to enhancing customer satisfaction and contributing to company success.
Overview
15
15
years of professional experience
Work History
Senior Customer Service Agent
ThingCo Limited
Newcastle upon Tyne
02.2023 - Current
- Delivered exceptional customer service by promptly addressing and resolving queries.
- Handled complex complaints, resulting in improved customer retention rate.
- Utilised CRM software proficiently, streamlining workflow processes.
- Improved customer satisfaction with a meticulous approach to problem-solving.
- Escalated major concerns efficiently, ensuring swift resolution.
- Led training sessions to improve overall team performance.
Supervisor
Pavers
North Shields, North Tyneside
08.2022 - 02.2023
- Managed daily operations to increase productivity.
- Delegated tasks appropriately, achieved balanced workload among team members.
- Coordinated with other supervisors to maintain consistency across shifts.
- Trained new employees, promoting rapid productivity increase.
- Oversaw cash handling procedures, ensuring accuracy and security.
Sales and Marketing Assistant
The Pineapple Room
North Shields, North Tyneside
05.2021 - 07.2022
- Addressed customer needs promptly, resulting in positive feedback and loyalty.
- Handled cash transactions swiftly, ensuring accurate accounting at the end of each shift.
- Utilised excellent communication skills to provide detailed product information.
- Built strong relationships with regular customers for repeat business.
- Oversaw social media posting on Facebook, Twitter and Instagram, improving audience engagement.
Receptionist and Customer Service Advisor
GLL
Newcastle upon Tyne
01.2016 - 05.2018
- Facilitated gym tours to prospective members resulting in increased sign-ups.
- Engaged positively with guests promoting a friendly atmosphere within the facility.
- Enhanced customer experience by providing comprehensive information about gym facilities and services.
- Provided front-desk administrative support, handling reservations and membership processing.
Claims Handler
Insure the Box
Longbenton, North Tyneside
01.2012 - 07.2015
- Maintained high levels of accuracy whilst reviewing and validating claims documentation.
- Assisted in dispute resolution for expedited claim settlements.
- Managed multiple claims, ensuring timely completion of all tasks.
- Handled sensitive client information, guaranteeing confidentiality and privacy at all times.
- Coordinated between policyholders and insurers to facilitate smooth claim settlements.
- Processed complex claims to assist policyholders in securing prompt compensation.
Administration Assistant
Eldon Insurance Services
Newcastle upon Tyne
07.2010 - 01.2012
- Managed policy records, data entry, and administrative support.
- Allocated and monitored correspondence, ensuring service standards were met.
- Delivered training to new employees on administrative processes
Education
NVQ Level 3 - E-Business
South Tyneside College
Skills
✅ Administrative Expertise – Experienced in record-keeping, membership management, and document handling
✅ Customer Service Excellence – Skilled in handling inquiries and providing professional support
✅ Membership & CRM Systems – Proficient in database management and GDPR compliance
✅ Financial Administration – Experience processing invoices, payments, and reports
✅ Social Media & Marketing – Managed updates and promotional content
✅ IT Proficiency – Skilled in Microsoft Office (Excel, Word, Outlook) and digital platforms
References
References available upon request.
Timeline
Senior Customer Service Agent
ThingCo Limited
02.2023 - Current
Supervisor
Pavers
08.2022 - 02.2023
Sales and Marketing Assistant
The Pineapple Room
05.2021 - 07.2022
Receptionist and Customer Service Advisor
GLL
01.2016 - 05.2018
Claims Handler
Insure the Box
01.2012 - 07.2015
Administration Assistant
Eldon Insurance Services
07.2010 - 01.2012
NVQ Level 3 - E-Business
South Tyneside College
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