Summary
Overview
Work History
Education
Skills
Interests
Timeline
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Emma Nattrass

Customer Service Advisor
Middlesbrough,North Yorkshire

Summary

Elevated customer satisfaction and streamlined operations at RED Driving School by leveraging exceptional communication and problem-solving skills. Progressed from Trainee to Deputy Manager at BSM, enhancing team efficiency and collaboration. Expert in complaint resolution and training, significantly contributing to business growth and customer relations. As you can see I have over 24 years experience in the customer service industry. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.

Overview

24
24
years of professional experience

Work History

Customer Service Advisor in Complaints

RED Driving School
11.2011 - Current
  • Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
  • Contributed to team meetings with valuable input, fostering a collaborative work environment. At times chairing the meeting.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Improved first-call resolution rates by providing accurate information and effective problem-solving skills.
  • Resolve complex complaints in a timely manner. Including complaints of a sensitive nature.
  • Day to day planning of the teams work based on due dates of cases.
  • Train all new members of staff and continue to manage their development.
  • Manage, update and create new processes in the business when needed.
  • Support other members of the team to deliver exceptional service and investigate complaints.
  • Provided exceptional support during peak periods or staff shortages, maintaining high levels of productivity.
  • Proactively identified potential issues or trends affecting customer satisfaction, reporting findings to management. Then help to implement changes.
  • Identify problem instructors and implement actions for these individuals.

Deputy Manager

BSM
07.2001 - 11.2010
  • Started as a Trainee Customer Service advisor and worked my way to to deputy Manager of 3 centres.
  • Improved team efficiency by streamlining processes and implementing innovative management strategies.
  • Identified areas for improvement within the department, implementing strategic initiatives to address gaps in performance or resources.
  • Collaborated with cross-functional teams to drive business growth and achieve corporate objectives.
  • Increased customer satisfaction levels by developing targeted strategies to address client concerns effectively.
  • Created and maintained a strong team culture that promoted high levels of collaboration, employee satisfaction, and overall performance.
  • Enhanced employee performance by providing regular feedback, coaching, and training opportunities.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Trained new members of staff from all over the North-East.
  • Set targets to meet business needs.
  • Helped to develop driving instructors business.

Education

Coulby Newham Secondary School
Middlesbrough

NVQ Level 3 In Customer Service -

NVQ

Skills

Excellent communication skills

Interests

Watching my children play football

Swimming

Socialising

Timeline

Customer Service Advisor in Complaints

RED Driving School
11.2011 - Current

Deputy Manager

BSM
07.2001 - 11.2010

Coulby Newham Secondary School

NVQ Level 3 In Customer Service -

NVQ

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Emma NattrassCustomer Service Advisor