Gemma Smart
Telford,Shropshire
Summary
Accomplished professional with over 10 years of experience in merchandising and extensive expertise in customer service, call centre operations, and team management. Proven track record in managing schedules, handling customer communications, and resolving complaints with a calm disposition. Adept at technical troubleshooting, data entry accuracy, and proficient in Microsoft Office. Demonstrates strong problem-solving skills and excels in providing exceptional customer support while maintaining a professional phone voice.
Overview
10
10
years of professional experience
5
5
years of post-secondary education
Work history
Customer care consultant
Lyreco
Telford, Shropshire
11.2024 - 03.2025
- Identified and resolved technical issues, enhancing customer experience.
- Utilised knowledge of company products and services to provide informed recommendations.
- Supported colleagues during busy periods promoting a supportive work environment.
- Managed high-pressure situations calmly, ensuring uninterrupted quality service.
- Conducted follow-ups after issue resolution fortifying customer relations.
- Streamlined processes for quicker response times during peak hours.
- Ensured confidentiality of sensitive information adhering strictly to data protection laws.
- Resolved disputes amicably to maintain positive brand image.
- Built lasting relationships with customers for improved satisfaction levels.
- Handled in-person, email and mailed correspondence.
Call Centre Agent
TTC
09.2024 - 10.2024
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Customer Service Advisor
Vivactive
02.2024 - 08.2024
- Answer calls approx 60 per day
- Respond to all emails
- Answer love chats and WhatsApp.
- Calls can be from placing an order, advising a customer what products would be suitable for their needs.
Customer Service Advisor
Shropshire Council
09.2023 - 12.2023
- Answer calls for blue badge applications.
- Genie calls, these are virtual care calls to all people who have been determined that have needs but not needing face to face care
- These calls are to prompt independent living
- Prompts could be to take medication,make sure they have eaten or just to have a general check in and making sure they are safe.
- I make the max of 23 call per day! Once calls have been made I fill in forms on liquidlogic
- If I can not make a successful call, I follow the escalation process we have in place for that individual person,.
- I work in close contact with social workers, support works and welfare team.
Insurance Claims Handler
Towergate
11.2022 - 08.2023
- As a claims advisor for insurance broker I am involved in taking the key details need to forward the incident to the insurance company.
- I deal with all policyholders and make sure we have a smooth transition between our clients and the insurance company.
- Calls handling Acturis
- Nclaims
- Data protection
- Dealing with all sensitive documents
- Upheld confidentiality in all client interactions, respected privacy rights of individuals involved in claims process.
- Balanced workload efficiently, provided excellent service consistently.
Assistant manager
Claire's
05.2015 - 11.2021
- Cash handling
- Open/close store
- Serve customers
- Replenishing stock
- Merchandise
- Paper work
- Banking
- KPIs
- Targets
- Dealing with a team
- Attending meetings
- Doing weekly paper work
- Do our marketing for the shop all social media posts.
- Do the incentives for staff
- POS
- Looking after store while manager is on leave
- Wage reports
- Administration duties
Education
NVQ Level 3 - Business Administration
Telford College
GCSEs - Secondary Education
Wrockwardine Wood Arts Academy
Telford, Telford and Wrekin 09.1999 - 06.2004
Skills
- Customer Service
- Call Centre
- Customer Support
- Management (5 years)
- Schedule (6 years)
- Team management (6 years)
- Merchandising (10 years)
- Call centre ( 1 year)
- Data entry competence
- Telephonic etiquette
- Returns and refunds processing
- Data entry accuracy
- Microsoft Office (10 years)
- Product Upselling
- Account updating
- Data Entry
- Complaint resolution
- Call logging
- Technical Support
- Sales closing
- Payment Processing
- Cash Handling
- Customer communications
- Professional phone voice
- Providing customer support
- System Documentation
- Problem-solving skills
- Call Centre Operations
- Technical Troubleshooting
- Logging call information
- Call handling
- Inbound phone calls
- Answering questions
- Data Gathering
- Calm disposition
- Product Knowledge
- Call Centre Customer Service
- Calm under pressure
- Order processing
Personal Information
- Total Experience: 17
- Industry: Customer Service
- Relocation: Anywhere
Custom
There are some gaps in my work history due to my daughter having hospital treatment. I couldn't commit to a permanent role due to long hospital stays. Daughter is now into recovery and I can now commit to all roles.
Timeline
Customer care consultant
Lyreco
11.2024 - 03.2025
Call Centre Agent
TTC
09.2024 - 10.2024
Customer Service Advisor
Vivactive
02.2024 - 08.2024
Customer Service Advisor
Shropshire Council
09.2023 - 12.2023
Insurance Claims Handler
Towergate
11.2022 - 08.2023
Assistant manager
Claire's
05.2015 - 11.2021
GCSEs - Secondary Education
Wrockwardine Wood Arts Academy
09.1999 - 06.2004
NVQ Level 3 - Business Administration
Telford College
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