Ellie Matthews
Summary
Reliable professional with a solid track record in customer service and project support. Exceptional communication skills and a talent for quickly building rapport with customers. Strong organizational abilities and a willingness to learn new skills to optimize outcomes for clients and the organization. First aid certified with experience in compliance and process support.
Overview
8
8
years of professional experience
Work history
Customer Engagement Analyst
CityFibre
Telford
2024.09 - Current
- Addressed customer inquiries to enhance overall satisfaction and trust in services.
- Oversaw shared inboxes to facilitate handling of customer queries, billing, and ordering processes. Implemented efficient communication strategies to enhance customer satisfaction. Streamlined operations to improve response time for customer inquiries.
- Liaised with internet service providers to enhance the efficiency of fault resolution processes.
- Develop service packs for customers to fulfil specific needs and ensure seamless order progression.
- Facilitated weekly calls to address customer queries and project updates, enhancing communication and collaboration.
- Facilitate effective communication with customers to foster satisfaction and loyalty.
Assistant Project Planner
GGMS
Telford
2023.08 - 2024.09
- Collaborated with project teams to deliver tailored solutions that address individual client specifications effectively.
- Coordinated interactions with clients, stakeholders, and internal departments using communication tools to streamline project updates and inquiries.
- Utilised document management systems to create and update internal and external documents and reports, ensuring compliance with organisational standards.
- Leveraged smart suite software to facilitate detailed monitoring and analysis of project performance and tracking.
- Communicated project milestones and status updates to internal teams using various tools, enhancing visibility and engagement across departments.
- Monitored daily tasks for compliance with company processes, utilising established guidelines and checklists.
- Utilised advanced inventory management software to efficiently handle stock reservations, ensuring accurate tracking and timely updates.
- Coordinated efforts in charity and donation processes, utilising strategic planning to successfully minimise project waste.
- Managed customer interactions, employing effective communication and problem-solving skills to address requests and offers promptly.
Call Centre Agent
Heatseal Insulation Ltd
Telford
2023.02 - 2023.08
- Facilitated communication with customers regarding services to enhance awareness and streamline appointment scheduling.
- Provide clear and confident responses to customer queries to enhance overall experience.
- Provided prompt follow-up with customers to ensure resolution of queries and foster strong relationships.
- Utilise extensive product knowledge to support effective sales discussions and client engagement.
- Provided exceptional customer service on every call to foster client satisfaction and retention.
Accounts Assistant
RR Groundworks Ltd
Telford
2022.04 - 2023.01
- Assisted with managing phone calls, emails, and correspondence effectively. Supported communication efforts by ensuring timely responses to inquiries. Facilitated smooth operations through organised correspondence management.
- Processed invoices and credit notes using Sage to ensure accurate financial records.
- Conducted thorough analysis of invoices to ensure accuracy and compliance.
- Reconciled supplier and customer accounts to ensure accuracy and financial integrity.
- Organised delivery notes and streamlined bookkeeping procedures for efficient record-keeping.
- Coordinated with internal teams to resolve outstanding queries efficiently.
- Conduct onboarding documentation for subcontractors, ensuring compliance with right-to-work checks.
Customer Service Advisor
Reconomy
2021.06 - 2022.04
- Managed inbound and outbound communications with customers and suppliers to ensure efficient service delivery.
- Address email queries and deliver accurate quotations promptly.
- Assisted with booking deliveries, collections, and exchanges. Supported technical jobs to ensure smooth operations. Coordinated logistics for efficient service delivery.
- Resolved customer issues related to delays, ETAs, and invoice queries efficiently.
- Resolved pricing and purchase order discrepancies to ensure accurate financial records.
Customer Service Advisor
Orbit Debt Collections
Telford
2020.09 - 2021.06
- Executed inbound and outbound customer calls using CRM software to track interactions and maintain accurate customer records.
- Engaged in active listening and utilised empathetic communication techniques to effectively navigate sensitive conversations.
- Assess individual customer situations to design customised payment plans that facilitate easier financial management.
- Utilised secure payment systems to process phone transactions efficiently and accurately, ensuring compliance with industry standards.
- Conduct thorough reviews of data protection protocols and company policies to identify areas for improvement and enhance compliance.
- Utilise effective communication and empathy skills to support vulnerable customers in navigating challenges.
Duty Manager
Ramada Worldwide
Telford
2019.10 - 2020.08
- Coordinate activities among departments to maintain high standards of hotel operations and guest satisfaction.
- Utilised conflict resolution skills and active listening techniques to manage guest queries and complaints professionally.
- Conduct regular fire drills and maintain first aid supplies to guarantee swift response to emergencies.
- Utilise testing equipment and follow protocols to conduct pool safety inspections and ensure adherence to compliance requirements.
- Coordinated team efforts during absence of general manager, providing guidance and support to staff while addressing any operational challenges.
- Organised logistics and schedules for seasonal celebrations, ensuring smooth execution and stakeholder satisfaction.
Customer Service Team Manager
Waitrose & Partners
Telford
2018.01 - 2019.09
- Motivated customer service team to deliver exceptional service, driving customer satisfaction and loyalty.
- Maintained company merchandising and service standards to enhance customer experience and brand integrity.
- Overseen cash management and system inputs to maintain financial integrity and operational effectiveness.
- Create staff schedules to ensure adequate coverage and support operational demands.
- Managed deliveries and oversaw shop floor presentation to enhance customer experience. Coordinated with logistics to ensure timely arrival of goods and optimal product placement. Led initiatives to improve visual merchandising and stock arrangement on the shop floor.
- Uphold Costa machine standards to deliver high-quality coffee experiences and enhance customer satisfaction.
Education
GCSEs (or equivalent) - Mathematics, English, Science, Art, Textiles, History, Religious Education
Charlton Secondary School
Telford 2009.09 - 8 2014
Skills
- Client relations
- Telephone and email skills
- Administration and data management
- Issue resolution
- Stakeholder engagement
- Efficient time management
- Invoice management
- First aid training
- Fast-paced work environments
Timeline
Customer Engagement Analyst
CityFibre
2024.09 - Current
Assistant Project Planner
GGMS
2023.08 - 2024.09
Call Centre Agent
Heatseal Insulation Ltd
2023.02 - 2023.08
Accounts Assistant
RR Groundworks Ltd
2022.04 - 2023.01
Customer Service Advisor
Reconomy
2021.06 - 2022.04
Customer Service Advisor
Orbit Debt Collections
2020.09 - 2021.06
Duty Manager
Ramada Worldwide
2019.10 - 2020.08
Customer Service Team Manager
Waitrose & Partners
2018.01 - 2019.09
GCSEs (or equivalent) - Mathematics, English, Science, Art, Textiles, History, Religious Education
Charlton Secondary School
2009.09 - 8 2014