Elizabeth Whitham
Heanor,Derbyshire
Summary
Customer Service Team Leader with proven expertise in task management and decision-making. Skilled in Microsoft Office, with strong communication and active listening abilities. Demonstrates exceptional leadership and problem-solving skills, fostering a collaborative team environment. Known for resolving complex issues efficiently and promoting a positive workplace culture.
Overview
31
31
years of professional experience
5
5
years of post-secondary education
Work history
Customer Services Team Leader
IKEA
Giltbrook, Nottinghamshire
09.2003 - 12.2025
- Coordinated staff rota, ensuring optimal coverage during peak times.
- Demonstrated superior conflict-resolution skills in managing difficult customers situations, maintaining professional composure at all times.
- Monitored team's performance, providing constructive feedback for continuous improvement.
- Ensured compliance with company policies and regulations by conducting regular audits of team operations.
- Conducted thorough investigation into complex customer issues, ensuring accurate problem-solving outcomes.
- Managed escalated complaints with empathy and professionalism, improving brand reputation.
- Implemented performance metrics which improved overall customer service experience.
- Improved customer service quality by implementing effective team training programmes.
- Promoted a positive work culture through staff motivation activities.
- Provided comprehensive product knowledge training to new employees, enhancing their confidence and performance on the job.
- Protected business integrity by adhering strictly to data protection laws when handling sensitive customer information.
- Fostered a supportive work environment through mentoring sessions, leading to increased employee retention rates.
- Liaised with other departments for seamless coordination of customer inquiries, achieving faster response times.
- Enhanced customer satisfaction with prompt issue resolution.
- Trained staff on operating procedures and company services.
- Liaised between customers and internal departments to address and resolve customer service concerns.
- Identified individual staff development needs and arranged appropriate training.
- Listened actively to offer accurate information and best solution to their needs.
- Completed transactions to replace or exchange defective items.
Sales assistant
Victoria Wine
Heanor, Derbyshire
01.2001 - 09.2003
- Learnt about new products quickly, providing comprehensive guidance to customers.
- Offered personalised shopping advice to enhance customer experiences.
- Utilised excellent communication skills to provide detailed product information.
- Built strong relationships with regular customers for repeat business.
- Trained new staff members, fostering a supportive working environment.
- Ensured stock replenishment in a timely manner to maintain product availability.
- Managed till operations smoothly, reducing waiting time for customers.
- Fostered a welcoming store environment by maintaining clean and well-organised displays.
- Balanced multiple tasks simultaneously whilst maintaining high-quality customer care.
- Assisted customers with product selection for optimal satisfaction.
- Handled cash transactions swiftly, ensuring accurate accounting at the end of each shift.
Sales Assistant
Somerfield Supermarket
Heanor, Derbyshire
05.1998 - 07.1999
- Assisted in unloading deliveries, keeping backroom organisation optimal.
- Supported in-store events and sales campaigns to boost revenue growth.
- Adhered strictly to health and safety regulations for an accident-free workplace environment.
- Managed waste disposal responsibly, contributing towards a greener store operation.
- Provided product knowledge to customers for informed purchasing decisions.
- Trained new staff members on store procedures and policies for effective induction process.
- Operated till effectively, minimising queue times for customers.
- Enhanced customer satisfaction by providing exceptional service at the checkout.
- Conducted inventory checks regularly for accurate stock management.
- Tidied up aisles after store closing hours for an inviting shopping atmosphere next day.
- Performed cash handling securely, reducing risk of thefts or financial discrepancies.
- Handled stock replenishment, ensuring shelves remained tidy and well-stocked.
- Assisted with price changes to keep up-to-date with current promotions.
- Built positive customer rapport through friendly interactions.
Progress Chaser
Havelock Europa
Eastwood, Nottinghamshire
01.1998 - 04.1998
- Executed general administrative duties to maintain operational efficiency.
- Liaised with suppliers to expedite order fulfilment and enhance supply chain processes.
- Recorded and managed delivery bookings within the system for accurate tracking.
- Provided reception cover as necessary to ensure continuous front desk support.
Receptionist
American Adventure World
Heanor, Derbyshire
08.1997 - 05.1998
- Directed visitors and clients to appropriate staff, ensuring efficient service delivery.
- Streamlined communication channels by promptly forwarding messages and post to relevant departments or personnel.
- Served as the initial point of contact for guests; providing warm greetings and helpful assistance upon arrival.
- Assisted with administrative tasks, improving overall functionality of the office.
- Managed phone calls, resulting in effective communication flow within the company.
- Enhanced customer satisfaction by efficiently managing all front desk enquiries.
- Provided valuable support during busy periods, contributing to successful operation under high pressure.
- Utilised multi-line telephone system to manage incoming calls effectively.
- Maintained an organised reception area for a professional business environment.
- Maintained accurate logs of visitor entries for security purposes.
- Greeted incoming customers in a professional manner and provided friendly, knowledgeable assistance.
Administration receptionist
Eurocom Developments LTD
Heanor, Derbyshire
01.1995 - 06.1997
- Coordinated appointments for seamless scheduling of meetings.
- Facilitated prompt resolution of customer queries, boosting client satisfaction rates.
- Assisted in event planning, ensuring successful company gatherings.
- Improved office efficiency by organising and prioritising administrative tasks.
- Processed incoming mail with discretion and confidentiality.
- Filed documents systematically, improving ease of access to critical information.
- Operated office equipment to facilitate daily tasks such as printing, scanning and photocopying documents.
- Enhanced customer satisfaction with friendly and professional reception services.
- Assisted colleagues in ad-hoc projects, promoting team effort and mutual success.
- Maintained immaculate reception area, creating a welcoming environment for visitors.
- Handled telephone calls with professionalism, assisting callers efficiently and courteously.
- Directed customer calls and communicated messages to relevant team members.
- Welcomed visitors with warmth and professionalism for positive first impressions.
Education
GCSEs -
Heanor Gate School
Heanor 09.1988 - 06.1993
Skills
- Analytical skills
- Effective task management
- Effective communication
- Microsoft Office proficiency
- Decision-making skills
- Active listening
- Team leadership skills
- Problem-solving expertise
- Caring approach
- Inter-team cooperation
Affiliations
- Reading
- Shoe Shopping
- Holidaying
- Gardening
- Socialising
Timeline
Customer Services Team Leader
IKEA
09.2003 - 12.2025
Sales assistant
Victoria Wine
01.2001 - 09.2003
Sales Assistant
Somerfield Supermarket
05.1998 - 07.1999
Progress Chaser
Havelock Europa
01.1998 - 04.1998
Receptionist
American Adventure World
08.1997 - 05.1998
Administration receptionist
Eurocom Developments LTD
01.1995 - 06.1997
GCSEs -
Heanor Gate School
09.1988 - 06.1993