Summary
Overview
Work history
Education
Skills
Affiliations
References
Timeline
Generic

Gemma Waterhouse

Leeds

Summary

Offering strong interpersonal and communication skills, combined with knack for problem-solving and customer service. Knowledgeable about fostering positive customer relationships and handling inquiries with patience and professionalism. Ready to use and develop organisational, multitasking, and conflict resolution skills in complaints handling role.

Overview

20
20
years of professional experience
40
40
years of post-secondary education

Work history

Customer Relations

British Gas
Leeds
05.2011 - Current
  • Improved customer loyalty by promptly addressing concerns and resolving complaints.
  • Developed strong relationships with customers to understand their needs better.
  • Facilitated regular contact with customers to maintain a high level of service.
  • Worked towards achieving team targets whilst maintaining highest standard of customer care.
  • Escalated critical cases to higher management when necessary ensuring prompt action.
  • Updated customers on service issues and maintained satisfaction through continued communication.
  • Took ownership of all customer queries, ensuring speedy resolution.
  • Collaborated closely with other teams to ensure coordinated approach towards customers.

Outbound Call Handler - Sales

Voice Marketing Ltd
Sheffield
09.2010 - 04.2011
  • Made outbound calls on behalf of Npower to arrange an Engineer to provide a quote for a new energy efficient gas boiler
  • Arranged appointments with customers and kept to strict scripting.

Volunteer

Ravencrest
Estes Park, Colorado, USA
10.2009 - 08.2010
  • Volunteered at a school in Colorado, USA
  • Assistant cook and cleaner in return for board and lodgings

Operations Team Member

Civil Service
Leeds
05.2004 - 10.2009
  • Worked for West Yorkshire Magistrates Court, dealing with defendants after they've been fined for various offences.
  • Handled difficult defenders, resulting in conflict resolution.
  • Managed client accounts to ensure timely payments allocated to their fines.
  • Liaised with defendants regarding overdue payments, facilitated swift resolution of issues.
  • Monitored account activity, detected discrepancies promptly.
  • Increased efficiency by managing court documents and case files.
  • Managed correspondence, enhancing communication between parties.
  • Maintained confidentiality of sensitive information, upholding professional standards.
  • Expedited case processing through effective document management.

Education

GCSEs - English Language

Morley High School
Leeds
09.1995 - 06.2000

GCSEs - English Literature

Morley High School
Leeds
09.1995 - 06.2000

GCSEs - French

Morley High School
Leeds
09.1995 - 06.2000

GCSEs - Geography

Morley High School
Leeds
08.1995 - 06.2000

GCSEs - Mathematics

Morley High School
Leeds
09.1995 - 06.2000

GCSEs - Music

Morley High School
Leeds
09.1995 - 06.2000

GCSEs - Technology

Morley High School
Leeds
09.1995 - 06.2000

GCSEs - Duel Science

Morley High School
Leeds
09.1995 - 06.2000

A-Levels - Travel and Tourism

Morley High School
Leeds
09.2000 - 06.2002

Skills

  • Relationship Management
  • Customer relationship building
  • Escalated complaints handling
  • Customer onboarding
  • Complaint investigations
  • Empathetic listening
  • Empathy and compassion
  • Record-keeping
  • Customer Service

Affiliations

  • Attending music concerts
  • Sports, including football
  • Attending the gym
  • Socialising with friends, including meals out

References

References available upon request.

Timeline

Customer Relations

British Gas
05.2011 - Current

Outbound Call Handler - Sales

Voice Marketing Ltd
09.2010 - 04.2011

Volunteer

Ravencrest
10.2009 - 08.2010

Operations Team Member

Civil Service
05.2004 - 10.2009

A-Levels - Travel and Tourism

Morley High School
09.2000 - 06.2002

GCSEs - English Language

Morley High School
09.1995 - 06.2000

GCSEs - English Literature

Morley High School
09.1995 - 06.2000

GCSEs - French

Morley High School
09.1995 - 06.2000

GCSEs - Mathematics

Morley High School
09.1995 - 06.2000

GCSEs - Music

Morley High School
09.1995 - 06.2000

GCSEs - Technology

Morley High School
09.1995 - 06.2000

GCSEs - Duel Science

Morley High School
09.1995 - 06.2000

GCSEs - Geography

Morley High School
08.1995 - 06.2000

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Gemma Waterhouse