Emma Jones
Liverpool
Summary
Highly skilled professional with a strong foundation in analytical skills, planning, and organisational abilities. Demonstrates exceptional accuracy, attention to detail, and problem-solving capabilities. Adept at managing workloads and time efficiently while maintaining calmness under pressure. Proficient in computer operating systems with excellent keyboard skills. Strong communication and interpersonal skills foster effective collaboration and leadership. Dedicated, proactive, and driven to support team success and achieve organisational goals.
Overview
13
13
years of professional experience
2010
2010
years of post-secondary education
Work History
Senior Customer Experience Partner
CMA CGM
Liverpool, Merseyside
11.2022 - 04.2025
- Oversaw daily operations, ensuring optimal performance.
- Enhanced operating procedures for smoother workflow.
- Devised strategies to improve customer engagement.
- Navigated complex issues to provide apt solutions.
- Fostered a supportive environment through active team management.
- Handled customer queries via telephone and email, ensuring clear communication.
- Built enduring relationships with clients through excellent service provision over time.
- Implemented feedback from customer surveys into practice, enhancing service quality.
- Trained new staff on customer service protocols to maintain high standards of service across the board.
- Monitor SLA, Analyze customer Service Levels are maintained as tender/contract SOP
- Manage all cases based on their treatment level.
- Answering customer inquiries: Responding to customer calls, cases or chat messages to provide support, answer questions, and resolve issues
- Central point to handle exceptions / customer special demands
- Resolving complaints in case of unexpected shipment disruptions/ issues
- Addressing customer complaints or concerns in a professional and efficient manner, providing and appropriate solutions / alternatives within committed timeline
- Contact customers and coordinate system modifications when needed (vessel delays, call omits, roll over, cut & run, late VGM etc.)
- Collaborating with other departments and manage communication between Different Teams (Agency, HO, Customers…)
Sales & Operations Assistant
Total Lift Care
Ormskirk
10.2018 - 01.2020
- Assistant the manager of company operations and employees.
- Arranging weekly schedules for engineers ensuring time is used efficiently and effectively.
- Providing training to new employees.
- Responsible for sourcing new deals and potential new accounts everyday.
- Responsible for answering customer enquirers and directing to correct department.
- Engaging with customers overdue on their account and finding a solution to bring account up to date.
- Engaging with customers to ensure expectations are met.
Customer Service Advisor
The Contact Company
Birkenhead
05.2012 - 09.2017
- Receiving and dealing with all initial customer communication.
- Providing accurate information and advice.
- Guiding all customer issues to a satisfactory conclusion.
- Following up on ongoing customer cases and communicating progress to management and customer.
- Creating and maintaing customer call logs.
- Participated in conflict resolution sessions for better team cooperation.
- Strengthened client relationships with clear communication and problem-solving skills.
- Built rapport with clients through empathetic handling of concerns.
Education
A Level - Graphics & Design
St Michael's Church Of England High School
LiverpoolGCSE - English literature, English language, Maths, Business Studies, Science, Graphic Design, IT, IT Double, IT Microsoft, IT Video & Animation
St Michaels Church Of England High School
Skills
- Analytical skills
- Planning skills
- Accuracy
- Attention to details
- Problem analysis
- Judgement
- Organizational skills
- Administrative skills
- Interpersonal skills
- Workload management
- Time management
- Telephone manner
- Dedication
- Drive
- Pro activity
- Communication
- Knowledge of computer operating systems
- Keyboard skills
- Problem-solving
- Communication skills
- Leadership
References
References available upon request.
Timeline
Senior Customer Experience Partner
CMA CGM
11.2022 - 04.2025
Sales & Operations Assistant
Total Lift Care
10.2018 - 01.2020
Customer Service Advisor
The Contact Company
05.2012 - 09.2017
GCSE - English literature, English language, Maths, Business Studies, Science, Graphic Design, IT, IT Double, IT Microsoft, IT Video & Animation
St Michaels Church Of England High School
A Level - Graphics & Design
St Michael's Church Of England High School
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