Feng Chi
ALTHINCHAM,Cheshire
Summary
Experienced Customer Service Professional with a strong focus on customer satisfaction and complaint management. Demonstrates exceptional patience under pressure, empathy, and understanding in handling live chats and telephone interactions. Skilled in data entry speed, customer service metrics interpretation, and problem-solving. Adept at staff training and mentorship, aiming to enhance team performance and service quality. Career goal includes advancing to a leadership role within the customer service sector to drive excellence in client relations.
Overview
21
21
years of professional experience
2
2
years of post-secondary education
Work History
Customer advisor
Hillside （New Media) Limited
Stoke-on-Trent, Staffordshire
11.2007 - Current
- Stayed updated on company policies, enabling accurate information dissemination to customers.
- Provided exceptional customer service to ensure a positive shopping experience.
- Ensured smooth store operations by coordinating with the team effectively.
- Maintained high-level product knowledge for accurate advice and recommendations.
- Delivered personalised service to each client, fostering trust and loyalty.
- Cultivated strong relationships with customers to drive engagement.
- Enhanced customer satisfaction by promptly addressing queries and concerns.
- Achieved higher customer retention through consistent follow-ups and updates.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Offered detailed advice on product and service benefits.
Cleaner
Mamas and Papas
Stoke-on-Trent, Staffordshire
09.2004 - 01.2005
- Kept communal areas tidy and well-organised for optimal functionality.
- Employed the use of power washers, carpet cleaners and buffers to produce excellent results in large spaces like offices buildings.
- Worked quickly to complete cleaning within allotted timeframes.
- Used vacuum cleaners and associated accessories to clean various floor surfaces to customer specifications.
- Scrubbed and sanitised toilets, sinks and kitchen fixtures for high quality finish.
- Emptied and cleaned trash cans following procedures.
- Vacuumed carpeted areas and mopped hard floors.
Cleaner
Npower
Stoke-on-Trent, Staffordshire
10.2003 - 07.2004
- Employed the use of power washers, carpet cleaners and buffers to produce excellent results in large spaces like offices buildings.
- Performed routine checks on cleaning supplies inventory to avoid running out of key items.
- Maintained high standards of cleanliness and hygiene by thorough daily dusting and hoovering.
- Worked quickly to complete cleaning within allotted timeframes.
- Used vacuum cleaners and associated accessories to clean various floor surfaces to customer specifications.
Education
Master of Science - Msc Finance and management
Keele University
Stoke-on-Trent 09.2003 - 07.2005
Skills
- Patience under pressure
- Customer focus
- Data entry speed
- Empathy and understanding
- Live chat handling
- Customer service metrics interpretation
- Complaint management
- Customer Service
- Telephone etiquette
- Staff training and mentorship
- Problem-solving
Affiliations
- Reading, travelling, walking
Languages
English
Fluent
Chinese (Mandarin)
Native
Timeline
Customer advisor
Hillside （New Media) Limited
11.2007 - Current
Cleaner
Mamas and Papas
09.2004 - 01.2005
Cleaner
Npower
10.2003 - 07.2004
Master of Science - Msc Finance and management
Keele University
09.2003 - 07.2005
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