Ghislaine Martin
Rossendale,England
Summary
Highly-qualified Assistant Customer Service Manager highly effective at conflict resolution and persuasive communication. Knowledgeable about quality assurance and training. Hardworking and reliable with excellent attention to detail.
Overview
15
15
years of professional experience
Work History
Mobile Phone Coordinator
Matrix247
Haslingden, Lancashire
01.2022 - Current
- Handled concerns and complaints with care, delivering positive outcomes for continued customer loyalty.
- Assisted customers with product returns, converting refund requests into exchange opportunities to maximise store revenue.
- Produced competitive price quotes to illustrate potential fees and product pricing.
- Maintained up-to-date knowledge of products, pricing plans and services to provide updated information.
- Improved retention and lead conversion with automated follow-up reminders in Salesforce.
- Boosted customer satisfaction through concise communication and swift problem-resolution.
- Highlighted product features and benefits in line with customer needs, securing high-value sales.
- Handled inbound telephone calls from interested customers.
- Provided customers with knowledgeable and timely responses to questions and concerns.
- Delivered outstanding customer experiences through attentive care and faultless service.
- Achieved profitability targets through successful upselling and cross-selling strategies.
Contact Centre Team Leader
BT Consumer
Accrington, Lancashire
04.2020 - 01.2022
- Fostered positive employee relationships through communication, training and coaching.
- Led performance reviews and tailored employee feedback to facilitate professional development.
- Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
- Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
- Resolved employee relations issues and navigated disciplinary proceedings.
- Reported on team performance to higher leadership, proactively offering action for areas of improvement.
- Trained staff to resolve complaints appropriately to maintain customer satisfaction.
- Coached team members through new or difficult workflows.
- Delegated tasks to make best use of individuals' skills.
- Promoted professionalism among staff to develop productive relationships.
- Recognised exceptional individual performance for improved motivation.
- Prioritised and assigned tasks for strategic and optimised distribution of workloads.
Case manager
BT Consumer
Accrington, Lancashire
11.2017 - 11.2017
- Implemented crisis intervention strategies to address immediate client needs.
- Delivered fair customer treatment by operating within regulatory requirements.
- Progressed cases quickly through accurate data processing and management.
- Advocated for clients' rights and ensured their inclusion in decision-making processes.
- Looked after customers with ongoing complaints through to resolution
Education
BA (Hons) Business with Management - Business
Blackburn College
Blackburn 09/2023 -
GCSEs -
St Annes RC High School
StockportSkills
- Customer retention tactics
- Objection management
- Pricing plans
- Customer service
- Communication skills
- Time management
- Team building
- Leadership
- Customer-focused
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Your most unhappy customers are your greatest source of learning.
Bill Gates
Timeline
Mobile Phone Coordinator
Matrix247
01.2022 - Current
Contact Centre Team Leader
BT Consumer
04.2020 - 01.2022
Case manager
BT Consumer
11.2017 - 11.2017
BA (Hons) Business with Management - Business
Blackburn College
09/2023 -
GCSEs -
St Annes RC High School
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