Summary
Overview
Work History
Education
Skills
Accomplishments
References
Hobbies
Timeline
Generic

Emily Cope

South Shields,Tyne and Wear

Summary

Organised employee, well-versed in strong communication and organisation skills. Seeks solutions to problems and applies extensive analytical knowledge to findings. Adept at multi-tasking, leading group discussions and facilitating process changes to improve efficiency. Known for clear communication and problem-solving skills, often surpassing expectations.

Overview

8
8
years of professional experience
6062
6062
years of post-secondary education

Work History

Planning coordinator

UK Energy Management
Sunderland
10.2023 - Current
  • Managed scheduling for installation of; various insulation types, heating system installations and site visits across multiple departments.
  • Upskilled on energy efficiency measures, particularly via ECO4 and GBIS schemes.
  • Provided information to customers regarding benefits of installation packages offered.
  • Ongoing customer support via email, telephone and messaging services.

Customer advisor

Newcastle Building Society
03.2023 - 07.2023
  • Guided customers through troubleshooting online processes with patience and clarity.
  • Resolved pressing customer issues, ensured repeat business.
  • Provided detailed recommendations to customers regarding suitable products and services.
  • Handled legal documents and processes in sensitive situations including bereavement, loss of income and implementation of Power of Attorney.
  • Responded to difficult situations calmly, gained trust of aggrieved customers.

Customer service specialist

Kuehne & Nagel
Newcastle upon Tyne
09.2019 - 03.2023
  • Provided office-based coverage for account managers, handling portfolio of established clients in addition to usual duties.
  • Increased customer spend by successfully nurturing and developing a key client relationship.
  • Issue resolution and complaint handling for customers experiencing issues
  • Used company CRM system for bookings, revenue tracking, retention reports and KPI tracking.
  • Adhering to regulatory and legal frameworks, particularly regarding haulage of Dangerous Goods and Customs Clearance.
  • Training new staff members and providing ongoing mentoring.
  • Conducting and attending face to face and virtual meetings to ensure customer satisfaction and retention of existing business.
  • Completed both Level 2 Customer Service NVQ and Level 4 Sales NVQ during employment.

Receptionist

Clarion Hotel
08.2017 - 07.2019
  • Upheld confidentiality with sensitive information handling procedures including reservation management, cash handling, event planning and complaint handling.
  • Served as the initial point of contact for guests; providing warm greetings and helpful assistance upon arrival.
  • Streamlined communication channels by promptly forwarding messages and post to relevant departments or personnel.
  • Acted as cover for other departments. Worked within both the bar and restaurant when needed, upskilled on department processes.
  • Provided high standard of customer service at all times.

Education

GCSEs -

Mortimer Community College
South Shields, Tyne and Wear

NVQ Level 2 - Customer Service Practitioner

SR Education

NVQ Level 4 - Sales

SR Education

Skills

  • Microsoft office suite proficiency
  • Multi-Tasking efficiency
  • Effective relationship building
  • Attention to detail
  • Ability to adapt quickly
  • Highly motivated

Accomplishments

    Spurred on by family circumstance, I previously decided to raise money for a charity which provides non-synthetic wigs to children battling/recovering from cancer. I raised around £500 and donated 15 inches of my hair to be made into wigs.

References

References available upon request.

Hobbies

  • Sketching
  • Painting
  • Reading
  • Spending time with family and friends

Timeline

Planning coordinator

UK Energy Management
10.2023 - Current

Customer advisor

Newcastle Building Society
03.2023 - 07.2023

Customer service specialist

Kuehne & Nagel
09.2019 - 03.2023

Receptionist

Clarion Hotel
08.2017 - 07.2019

GCSEs -

Mortimer Community College

NVQ Level 2 - Customer Service Practitioner

SR Education

NVQ Level 4 - Sales

SR Education

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Emily Cope