Donna Mansell
Blaby,Leicestershire
Summary
I am an approachable and dedicated Customer Service Advisor with nearly 20 years of extensive experience in a large continually changing customer-focused business. I have the ability to work individually or as part of a team. I regularly interact both verbally and in written form with management, customers, colleagues and third parties. I have a passion for improving working procedures/practices to ensure the provision of excellent customer service. A knowledgeable individual with experience in Excel and a thorough understanding of Getting It Right Team processes. I Utilise data, like Verint, Agentworkbench, WMIS and other applications to identify areas for improvement and make informed decisions about my work. Committed to creating quality processes aligned with business objectives and customer needs.
Overview
21
21
years of professional experience
Work history
Getting It Right Team, British Gas Services
01.2020 - Current
- At present, I am currently part of the Getting It Right Team (formally known as the (Customer Safety Team)
- This entails listening to calls from England, Scotland, South Africa and Wales to ensure we take the right actions and treat our customers fairly
- I also engage in compiling reports to be presented for weekly meetings with Call Centre Managers or higher levels from the Electrical, Gas and Plumbing Divisions of the Customer Service Departments
- As part of this role, I will have conversations with team leaders and Business Managers to discuss the reports and any challenges that occur.
Customer Service Advisor
British Gas Services
04.2008 - 01.2021
- After having my 1st Son, I decided to move back to being a Customer Service Advisor and was able to make use of my skills from my period as a team leader
- Once again, I was responsible for talking to customers who called us due to having a problem with their central heating system, electrical, white goods or plumbing
- It was my job to arrange an engineer visit to fix the issue
- I would be handling emergency and vulnerable customer queries, offering quick resolution, and following all company guidelines
- If the customer had an issue, I would do my best to resolve it
- I was also responsible for promoting other British Gas products or services and meet sales target conversion, as well as meeting performance targets in all areas such as speed and accuracy and maintain relationships with both internal and external stakeholders.
Team Manager/Graduation
British Gas Service
01.2006 - 01.2008
- During this role, I was responsible for managing 12 members of staff
- I would organise and motivate staff to meet operational requirements
- I would be holding regular team talks and individual 121 development reviews to either help or improve advisor performance
- I confidently managed new starters, developing them and coaching them in accordance with company policies
- Ensured call quality was always adhered to by listening and observing members of the team
- I gave guidance to the team where necessary on compliance-related issues.
Customer Service Advisor
British Gas Services
01.2003 - 01.2006
- I was responsible for talking to customers who called us due to having a problem with their central heating system, electrical, white goods or plumbing
- It was my job to arrange an engineer visit to fix the issue
- I would be handling emergency and vulnerable customer queries, offering quick resolution and following all company guidelines
- If the customer had an issue, I would do my best to resolve it
- I was also responsible for promoting other British Gas products or services and meeting sales target conversion, as well as meeting performance targets in all areas such as speed and accuracy and maintaining relationships with both internal and external stakeholders.
Education
YMCA Gym Instructor Award
2002
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2000
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1998
Skills
- Call Monitoring
- Performance Evaluation
- Calibration checks
- Data Analysis
- Documentation
- Process Improvement
- Resolving issues
- Service knowledge
- Attention to Detail
- Data Entry
Interests
I have a keen interest in football, I play for a ladies' team and both my boys also play. I am also a manager/coach for my son's under 10's football team, which involves, coaching, managing the team and a whole lot more. I love watching and supporting them through their football journey. I love the outdoors be it walking or on my bike and we often go on family camping trips. I thoroughly love travelling to new countries to experience new cultures and environments. I also love to cook, try new foods and spend time with my friends and family.
Languages
English
Native
Timeline
Getting It Right Team, British Gas Services
01.2020 - Current
Customer Service Advisor
British Gas Services
04.2008 - 01.2021
Team Manager/Graduation
British Gas Service
01.2006 - 01.2008
Customer Service Advisor
British Gas Services
01.2003 - 01.2006
YMCA Gym Instructor Award