Summary
Overview
Work history
Education
Skills
Accomplishments
Timeline
Generic

EMMA DORAN

MANCHESTER

Summary

Highly experienced, conscientious, and motivated Customer Service Representative and administrator, who is confident in problem solving and complaint management.

Focused on maintaining accuracy, and customer satisfaction, while ensuring compliance with data protection regulations.
Ability to work in a fast paced, pressurised or challenging environment while maintaining company standards and working in an organisational, methodical and analytical approach.
Meets both personal and performance targets while working in line with the company's SLA's.

Overview

7
7
years of professional experience

Work history

SITE MODERATOR / CUSTOMER SERVICE REPRESENTATIVE

SPAREROOM
Manchester
2022.11 - 2026.07
  • Monitored discussions to identify breaches of conduct, swiftly taking corrective actions.
  • Acted as a liaison between the user community and the organisation, building trust and loyalty.
  • Conducted regular reviews of flagged content, making judicious decisions on appropriateness.
  • Managed complaints with calm, clear communication and problem-solving.
  • Actively listened to customers to fully understand requests and address concerns.
  • Resolved customer queries and problems using effective communication and providing step-by-step solutions.
  • Addressed customer issues with empathy and escalated major issues to supervisor.
  • Prepared a range of written communications, documents and reports.
  • Maximised customer engagement and satisfaction by delivering excellent customer service.

CUSTOMER SERVICES REPRESENTATIVE

PETS AT HOME
Manchester
2020.07 - 2022.11
  • Responsible for completing all student guarantor applications to aid with their accommodation requirements.
  • Addressed customer service enquires quickly and accurately.
  • Maximised customer satisfaction by resolving service issues promptly.
  • Built rapport with customers through courteous and professional communications.
  • Maintained accurate records of customer interactions, detailing inquiries, comments, and resolutions for future reference.
  • Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
  • Assisted in fulfilment of customer orders placed in person, via email, online and by telephone.
  • Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention.
  • Implemented stress management techniques for handling high-volume call periods, maintaining composure and professionalism.
  • Streamlined communication channels between departments, ensuring timely resolution of customer issues.
  • Picked up additional tasks to aid team success.
  • Trained and mentored employees to maximise team performance.
  • Achieved service time and quality targets.

CUSTOMER SUPPORT ADMINISTRATOR

UK GUARANTOR
Manchester
2019.01 - 2020.07
  • Supported student applicants via email, phone and live chat in relation to Guarantor applications.
  • Processing applications using CRM Software, and ensuring due diligence throughout the process, and ensuring a high level of detail over quality checks - especially during busy periods i.e., Clearing.
  • Liaising with accommodation providers regarding tenancy agreements, and contracts and providing ad-hoc administrative support to the Company Director.
  • Provided students with accommodation search support via phone, live chat / email and landlords with guidance for placing new adverts on the website and signposting to organisations for assistance.
  • Reviewing CV's and interviewing applicants for temporary Customer Service roles.
  • Developing a new starter handbook to provide all standard operating procedures for the role.
  • Training all new starters using both the handbook and providing face to face support.

Education

Bachelor of Science - PROFESSIONAL BROADCAST TECHNIQUES (MUSIC MANAGEMENT)

UNI. OF SALFORD
SALFORD

Higher National Diploma - MUSC & NEW MEDIA MANAGEMENT

CITY COLLEGE
MANCHESTER

Skills

  • High level of customer service, data entry and administrative experience,
  • Microsoft Office 365 proficiency,
  • Achieves a high level of customer satisfaction,
  • Complaint management
  • Analytical thinking and problem solving
  • Conflict resolution - maintains patience and composure during tough situations
  • Fact-Checking expertise
  • Maintains attention to detail while under pressure
  • Clear communication - both verbal and written
  • Ethics understanding, including GDPR and organisational policies
  • Excellent time management skills - ability to prioritise workflow to achieve maximum success
  • Ability to work independently, and collaboratively with team members and other departments

Accomplishments

  • Maintained a low to zero scam account clearance at SpareRoom
  • Winner of Employee of the Month 2020 & 2021 at Pets at Home, due to customer feedback and performance, and team engagement
  • Progression to Customer Services Manager has started but sidelined due to Covid-19

Timeline

SITE MODERATOR / CUSTOMER SERVICE REPRESENTATIVE

SPAREROOM
2022.11 - 2026.07

CUSTOMER SERVICES REPRESENTATIVE

PETS AT HOME
2020.07 - 2022.11

CUSTOMER SUPPORT ADMINISTRATOR

UK GUARANTOR
2019.01 - 2020.07

Bachelor of Science - PROFESSIONAL BROADCAST TECHNIQUES (MUSIC MANAGEMENT)

UNI. OF SALFORD

Higher National Diploma - MUSC & NEW MEDIA MANAGEMENT

CITY COLLEGE
EMMA DORAN