Elizabeth Taylor
London,UK
Summary
Dynamic professional with strong proficiency in Microsoft Word, Excel, PowerPoint, and CRM systems. Exceptional in data analysis and process optimization, leading to improved customer experiences and increased revenue. Effective leader and coach, developing high-performing teams dedicated to client retention and service excellence. Capable of thriving in high-pressure situations while maintaining quality and achieving cross-selling and upselling targets.
Overview
10
10
years of professional experience
Work history
Key account specialist
Recorra Group (BPR Group Ltd)
London, UK
2023.01 - 2026.03
- Supported key client relationships to ensure premium customer experience and retention through proactive communication and service optimisation.
- Efficiently managed over 200 customer calls per day.
- Acted as primary liaison for external and internal stakeholders managing accounts with professionalism and care.
- Facilitated client communications and managed expectations regarding contract renewals and pricing negotiations.
- Collaborated with departments to resolve service issues effectively, maintaining strong customer confidence.
- Assisted in training and mentoring team members to uphold service standards.
- Established communication channels with clients to enhance relationship management.
- Delivered exceptional customer service leading to high levels of client satisfaction.
- Streamlined processes to improve productivity and efficiency.
- Identified cross-selling and upselling opportunities to strengthen sales performance.
- Ensured prompt resolution of client queries to enhance retention rate.
Lead customer support specialist
Recorra Limited
London
2018.01 - 2023.01
- Assisted a client service helpdesk team in delivering excellent service.
- Supported the head of client service with daily operations.
- Monitored service metrics to ensure compliance with SLA and KPI.
- Coached team members to enhance communication and resolution skills.
- Investigated over 50% of customer complaints daily to provide effective resolutions.
- Facilitated collaboration across departments to address issues.
- Completed 92% of tasks within deadlines with accuracy and efficiency.
- Demonstrated friendliness and willingness to assist customers.
- Provided friendly customer service and managed challenging situations effectively and efficiently.
- Applied critical thinking to solve problems and evaluate solutions for best outcome.
- Enhanced customer satisfaction through positive service approach.
- Delivered 98% exceptional service by actively listening to customer concerns.
Customer Service Advisor
BUPA Health Insurance
London, UK
2016.01 - 2018.01
- Delivered high-quality customer support for an international healthcare provider, assisting clients with claims, policy queries, and complaints.
- Handled inbound customer enquiries with empathy and efficiency, ensuring first-contact resolution wherever possible.
- Became an escalation point for complex cases, resolving disputes professionally.
- Streamlined responses to emails, improved response time significantly by 57%.
- Participated in conflict resolution sessions for better team cooperation.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Offered prompt solutions to maintain customer satisfaction.
- Escalated complex issues in line with internal best practices for swift resolution..
- Exceeded KPI targets by 89% when providing customer support via phone, email and chat.
- Effectively handled customer complaints within 20-minute call time target.
- Reduced complaints by 48% by identifying and implementing new ways to improve the customer experience.
- Accurately identified and addressed potential customer needs through questioning and applying appropriate upselling techniques to maximise sales.
- Handled 95% customer complaints of daily calls, providing appropriate solutions to guarantee positive outcomes.
- Participated in regular training to maintain up-to-date knowledge on company products and policies.
- Built 89% positive customer rapport through friendly, professional communication.
Education
Master of Arts - Marketing
University of Greenwich
LondonSkills
- Microsoft Word, Excel, and PowerPoint
- Data reporting and analysis
- Communication and influence
- Resilience and adaptability
- Analytical problem-solving
- Cross-selling and upselling strategies
- Email marketing expertise
- Multitasking proficiency
- Time management mastery
- Goal-oriented mindset
- Relationship management
- Client retention strategies
- Customer service excellence
- Process improvement initiatives
Affiliations
- Learning AI prompts, reading and online trading
Accomplishments
Skilled supporting customers during challenging situations and handling sensitive conversations with empathy, structure and sound judgement. My strength lies in building trust, remaining calm under pressure and communicating clearly for optimum service delivery.
References
References available upon request.
Core Competencies
- Customer Service Excellence
- Client Relationship Management
- Complaint Resolution & Conflict Handling
- Staff Training & Leadership
- Stakeholder Engagement
- Communication & Negotiation
- Process & Performance Improvement
- Project & Operations Management
- CRM & Data Reporting
Timeline
Key account specialist
Recorra Group (BPR Group Ltd)
2023.01 - 2026.03
Lead customer support specialist
Recorra Limited
2018.01 - 2023.01
Customer Service Advisor
BUPA Health Insurance
2016.01 - 2018.01
Master of Arts - Marketing
University of Greenwich