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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