Georgia Holt
Wymondham,Norfolk
Summary
An experienced Customer Service Manager with a passion for building high-performing, positive teams and delivering great customer experiences. I'm reliable, hard-working, and driven by the goal of creating an environment where both customers and team members feel valued. Known for my proactive approach, I thrive on finding better ways to improve service and enjoy collaborating across departments to keep things running smoothly. My focus is always on guiding and motivating my team to achieve their best and consistently exceed expectations.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
Work history
Customer service manager
Salesupply UK Ltd
Norwich, Norfolk
06.2021 - Current
- Managed a team of 25 customer service agents across UK and US offices, ensuring exceptional service and adherence to global standards.
- Monitored agent performance and quality, providing feedback and coaching to enhance service delivery.
- Managed HR-related processes, including hiring, onboarding, absence management, and Performance Improvement Plans.
- Successfully managed remote and on-site teams, adapting my leadership style to fit various environments.
- Established and monitored KPIs, such as response time and first contact resolution rate, to meet company service goals.
- Analysed customer feedback to identify trends and implement process improvements.
- Experienced in conflict resolution and problem-solving, always prioritizing the customer experience.
- Fostered a positive, high-performing team culture through excellent communication and team-building.
- Collaborated daily with project managers and quality assurance teams worldwide to enhance service quality and align on strategic goals.
Customer service advisor
Salesupply UK Ltd
Norwich, Norfolk
11.2017 - 06.2021
- Provided frontline support to customers via phone, email, and chat, focusing on delivering a positive experience.
- Actively listened to customer concerns, offering personalised solutions to ensure high satisfaction levels.
- Documented and tracked customer interactions in CRM software, contributing to accurate reporting and service insights.
- Assisted in training and onboarding new team members, sharing best practices for smooth integration into the team.
Education
Master of Science - Health Psychology
University of West London
London 09.2014 - 12.2015
Bachelor of Science - Psychology
University of West London
London 09.2011 - 06.2014
Skills
- Team Leadership
- Performance Management
- Conflict Resolution
- Customer Relationship Management
- KPI Development & Monitoring
- Process Improvement
- Training & Development
- Effective Communication
- Cross-Department Collaboration
- Adaptability & Flexibility
- Data Analysis
- HR Management
Affiliations
- Cooking and baking
- Travelling
- Socialising
- Reading
References
References available upon request.
Timeline
Customer service manager
Salesupply UK Ltd
06.2021 - Current
Customer service advisor
Salesupply UK Ltd
11.2017 - 06.2021
Master of Science - Health Psychology
University of West London
09.2014 - 12.2015
Bachelor of Science - Psychology
University of West London
09.2011 - 06.2014
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