Grace Berry

Coordinated with marketing and sales teams to synchronise customer feedback with campaign objectives and enhance overall customer journey.

Led a team of five customer service representatives in a fast-paced marketing environment, ensuring high-quality support for both B2B and B2C clients.

Managed daily operations including performance monitoring, scheduling, coaching, and conflict resolution to maintain service excellence.

Developed and implemented service protocols that reduced response time by 5% and increased client satisfaction scores by 20%.

• Provided frontline support for users of incentive and rewards platforms, resolving queries related to account access, reward redemption, and promotional offers.

• Maintained a high standard of service across multiple communication channels (email, live chat, and support tickets), consistently meeting KPIs such as response time, resolution rate, and customer satisfaction.

• Assisted in onboarding new clients to branded incentive platforms, offering guidance on platform navigation and promotional terms.
  
  Collaborated with the platform development and marketing teams to report bugs, suggest improvements, and ensure a seamless user experience.
  
  Handled reward fulfillment issues, liaising with suppliers and logistics partners to ensure timely and accurate delivery.
  
  Logged and analyzed customer feedback and support trends to help optimize FAQs, self-service resources, and campaign messaging.
  
  Demonstrated strong product knowledge across multiple client incentive campaigns, ensuring accurate and clear communication at all times.

Worked within a busy contact centre environment, handling both written and verbal customer queries related to billing and water services, ensuring a high standard of service delivery in line with quality and satisfaction targets.

Delivered a consistent “five out of five” service rating by providing accurate information, resolving issues promptly, and maintaining a professional and empathetic approach on every interaction.

Accurately logged all customer contact in CRM systems to maintain comprehensive account records, supporting the timely generation of clear and correct customer bills.

Maintained up-to-date knowledge of systems, processes, and services by proactively engaging with internal resources and ongoing training opportunities.

Acted as the Staff Engagement Representative for my team, attending regular meetings with management to share feedback, communicate updates, and help maintain a positive team culture.

Supported continuous service improvement by identifying common customer pain points and sharing insights with relevant teams.

Worked as a key member of the food and beverage team in a busy hotel environment, delivering high-quality service in both bar and waitressing roles.

Supported the organisation and smooth running of regular functions and events, working collaboratively with team members to meet guest expectations and service standards.

Built strong relationships with both guests and colleagues, contributing to a positive and welcoming atmosphere throughout the venue.

Thrived in a fast-paced, high-pressure environment, developing confidence and efficiency in handling customer queries and resolving issues calmly and professionally.

Gained valuable experience in multitasking, time management, and customer engagement while maintaining a high standard of service under pressure.