Emma Cowley

• Answering incoming calls relating to customer queries, complaints, service requests, redirection to designated depots, liaising with depots to ensure any customer service requests are resolved
• Responsible for controlling and maintaining National Accounts email inbox. This includes forwarding ordered to depots, resolve email queries, identifying new accounts, liaising with brokers, suppliers, and procurement teams to cover off account set up.
• Responsible for sense checking theft report prior to it being sent out by our team
• Involvement in various reports that the team has to create for sending out to the business
• Use of SARA and SUSAN system
• Adding of new accounts as required enabling depots to contact customer to fulfil their service request.
• Chasing depots to confirm service requests are being actioned
• Recording complaints on the issue management system in SAR and following up with communications where involving Head Offices
• Online portal management including Darwin & PSL
• Monitoring and managing issues arising from the 5G telemetry reports
• Maintained detailed records for enhanced data management processes.
• Boosted company reputation with exceptional handling of customer complaints.
• Increased customer satisfaction by promptly addressing and resolving queries.
• Utilised comprehensive product knowledge to provide accurate information to customers.
• Liaised between customers and internal departments to address and resolve customer service concerns.
• Completed documentation and logs each day, generating detailed weekly reports.
• Handled phone, email and social media enquiries with consistent customer service across multiple channels.
• Adhered strictly to policies and procedures for continued company compliance.
• Fostered a positive communication environment with consistent professionalism in interactions.
• Balanced multiple tasks simultaneously – ensuring completion within set time frames.
• Improved customer satisfaction by promptly responding to enquiries.

I joined Wickes working with our Out of stock team. I quickly moved onto the home delivery team dealing with Showroom kitchens and bathrooms. after 6 months i was then acquired by the E-contact team. After 3 years i transitioned to remedial allocations within our Central Operations team.

• Assisted approximately 40 customers each day with product and or delivery questions or issues through inbound and outbound calls
• Answered a number of inbound calls per day and directed to designated individuals or departments.
• Interacted with our out-base stations in Northampton and all over the country ensuring reliable and high-speed delivery to r customers.
• Interacted with one courier in Northampton and all over the country ensuring reliable and high-speed delivery to our customers
• Responsible for handling customer account inquiries, accurately providing information to resolve product/service complaints and guarantee customer satisfaction.
• Resolved escalated customer issues quickly to drive client retention.
• Addressed customer service inquiries quickly and accurately.
• Maximised customer satisfaction by dealing with high numbers customers daily and resolving any service issues promptly.
• Answered customers' questions and addressed problems and complaints via phone and email .
• Answered questions and addressed problems and complaints via phone and email from store colleagues
• Ensured that customers were satisfied with company products and services by doing follow-up calls.
• Participated in internal activities committees and coordinated monthly team building activities.
• Kept abreast of rapidly evolving technology to provide knowledgeable customer support.
• Addressed website and email inquiries on a day to day basis
• Aided in customer retention through phone calls, resulting in achieving our delivered sales target for the month
• Offered a range of product advice and often alternatives when items were out of stock. increasing customer satisfaction.
• Accurately recorded call information for weekly reports to better help our customers.
• Assisted in fulfilment of customer orders placed, via email and by telephone.
• Automated office operations, managing client correspondence, record tracking and data communications.
• Reviewed incoming correspondence and determined priority and required action.
• Helped less experienced staff manage daily assignments.
• Handled client sensitive information with care, maintaining strict confidentiality and professionalism.
• Scheduled follow up calls and emails to maintain positive relationships with our customers.
• Completed accurate data entry using a number of systems at once employing meticulous attention to detail.

• Working within a busy retail environment for a well-known home store.
• My Duties include all aspects of a retail assistant's role.
• I am fully trained on the tills in processing card payments and handling large amounts of cash.
• Processed all sales transactions accurately and in a timely manner.
• Fully Versed in stock replenishment and merchandising.
• Completed shop floor replenishment to promote customer satisfaction Communicated.
• Merchandise needs and issues to appropriate supervisors in a timely Manner.
• Built customer confidence by listening to their concerns and Providing appropriate feedback.
• Helped customers select products that best fit their personal needs and Offered exceptional customer service to differentiate and promote the company brand.
• Balanced the needs of multiple customers simultaneously in a fast-paced retail environment.
• Uphold a high level of customer service at all times.
• My role re-quires me to Be flexible and adapt to any task that might be asked of me.

• Working within a busy outsourced call centre, for a high end children's Catalogue my duties included placing orders via telephone, email and post.
• I also processed card payments over the telephone, whilst liaising with several carriers and third party suppliers.
• The position demanded a very high level of customer service skills, dealing with upset and often angry customer's on a daily basis.
• The role was very customer service based and this meant delivering first call resolutions wherever possible which became a very active part of my role.
• I was also given specific admin duties to complete on a daily basis to a tight deadline.
• The role is very fast passed and continuously evolving to meet client needs, which required me to have a flexible approach to my work and hours where needed.
• Working within a very close team it was important for me to be able to communicate effectively.

• Working in a shop based environment.
• Dealing directly with the public on a day to day basis.
• This involved till work and the handling of cash.
• I was also involved in the checking and replenishing of stock and unloading and displaying of any new stock.
• Banked all cash and cheques daily.

• Taking care of my son full time.

• Data force Group Ltd On a day to day basis I would oversee the overall running of the campaign Within an outsourced call centre, this included a high level of customer service and specialised ordering.
• Motivation of the team and moral building were key and being able to deal with any queries and issues that my staff might of have.
• I Ran reports and supplied data to fulfil customer report requirements.
• I Built customer loyalty by placing follow-up calls for customers who reported product issues.
• Formulated and enforced Service Centre policies, procedures and quality assurance measures.
• Also provided cross training to staff members and Trained staff on how to improve customer interactions properly.
• I directed inbound calls in phone queues to improve call flow, whilst completing Emails and paper work.
• Another part of my role was to train new staff; this was vital for the role and to succeed within the company.
• I monitored the daily activities of my customer service team and Recruited new employees as and when needed.
• I also Managed and mentored new customer service representatives'.
• I addressed negative customer feedback immediately and effectively whilst communicated with team members to maintain clearly defined expectations.
• Resolving customer questions issues and complaints.
• Having a flexible approach to work hours as the campaign grew was essential, often increasing from a team of nine or ten to a team of thirty to forty in the busy months.
• I was also fully trained in using the Avaya lucent supervisor system.
• This enabled me to see the productivity of the team and adjust individual stats accordingly.
• Using this system also allowed me to keep up to date with campaigns SLA's.

• Create a calendar Create a Calendar.
• This job involved photocopying and binding calendars together.
• Checking all completed work ready for despatch.

• I worked as part of a small team canvassing town centres and asking the general public to fill out questionnaires.

• Working as part of a small team cold calling potential and existing customers to sell them roofing products.
• Demonstrated mastery of customer service call script within specified timeframes.
• Maintained up-to-date records at all times.Built customer loyalty by placing follow-up calls for customers who reported product issues.

• Staybrite windows and conservatories Staybrite Windows and Conservatories.
• Telesales Promotions.
• This involved cold calling and approaching existing customers to sell UPVA products.
• I also helped in the smooth running of the office.

• Operating the machines on a day to day basis.
• Also quality control.
• Inputting and processing paper work.
• I was also involved in the working of the microbiology Laboratory.