Ella Banks
Ferryhill,Durham
Summary
Accomplished customer service professional with extensive experience in call centre operations and CRM software proficiency, including Salesforce. Demonstrates exceptional leadership, effective negotiation, and conflict resolution skills. Adept at understanding customer needs, handling complaints, and ensuring customer satisfaction through clear communication and empathetic listening. Proficient in Microsoft Office Suite and knowledgeable of GDPR regulations. Career goal: to leverage expertise in customer engagement and team building to drive business success.
Overview
2
2
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work history
Customer service apprentice
2024.11 - 2026.02
- Provide exceptional customer service in a high-paced, demanding environment.
- Respond to customer queries promptly and professionally via phone and email.
- Manage incoming calls and maintain accurate records of customer interactions.
- Support problem resolution and ensure customer satisfaction through effective communication.
Hospitality assistant
Spennymoor FC
2024.07 - 2025.03
- Delivered high-quality food and beverage service, primarily in the Executive Lounge.
- Ensured a premium experience for guests by maintaining excellent customer service standards.
- Assisted with setup, cleaning, and maintaining a professional and welcoming environment.
- Worked efficiently in a fast-paced setting, supporting team operations during events and match days.
Waitress
Cross Keys Inn
2023.11 - 2024.07
- Delivered excellent customer service by serving food and beverages in a fast-paced environment.
- Maintained cleanliness and hygiene standards across dining and service areas.
- Assisted with table preparation and ensured a welcoming atmosphere for guests.
- Worked collaboratively with team members to provide efficient and friendly service.
Work experience in a primary school
2023.11 - 2024.02
- Supported teachers in delivering lessons and activities for children aged 3–6.
- Assisted with classroom management and maintained a safe, positive learning environment.
- Encouraged learning through play and helped with individual and group tasks.
- Provided care and supervision to ensure the well-being of all pupils.
Education
Sedgefield Community College
2018.01 - 2023.01
Skills
- Leadership
- Customer focused
- Communication
- Understanding customer needs
- Customer satisfaction assessment
- Social media navigation
- Data entry accuracy
- Knowledge of gdpr regulations
- Technical proficiency
- Email correspondence
- Professional etiquette
- Persuasion tactics
- Telephone mannerisms
- Business etiquette
- Patience and composure
- Order processing
- Microsoft Office Suite
- Positive attitude
- Complaint handling
- Live chat operation
- Call centre experience
- CRM Software proficiency
- Clear communication
- Social media savvy
- Follow-up calls
- Salesforce experience
- Empathetic listener
- Effective negotiation
- Customer Service
- Complaint management
- Conflict Resolution
- Dispute management
- Telephone etiquette
- Polite and friendly
- Composure under pressure
- Problem solving
- Team building
- Public relations
- Email handling
- Assertiveness
- Customer complaint management
- Customer engagement
- Reporting and documentation
- Microsoft Office proficiency
Affiliations
- Gym
- Reading
Certification
NVQ Level 1 Sports Coaching
Level 3 Customer service
References
References available upon request.
Timeline
Customer service apprentice
2024.11 - 2026.02
Hospitality assistant
Spennymoor FC
2024.07 - 2025.03
Waitress
Cross Keys Inn
2023.11 - 2024.07
Work experience in a primary school
2023.11 - 2024.02
Sedgefield Community College
2018.01 - 2023.01