GRACE HART
Nottingham
Summary
Dedicated professional with expertise in call centre operations, known for a calm disposition and strong empathy display. Proficient in call handling, maintaining a professional phone voice, and ensuring caller accommodations while logging call information accurately. Holds a DBS certificate and has previously passed BS7858, demonstrating commitment to security standards. Flexible and adaptable, seeking to leverage skills in a dynamic environment to enhance customer service experiences.
Overview
2
2
years of professional experience
2
2
years of post-secondary education
Work history
Call centre agent
SMC LIMITED
Nottingham, NGM
2023.08 - 2025.12
- Built trust with customers through personalized conversations.
- Managed and resolved issues with customers during calls by following determined script.
- Ensured maximum efficiency by adhering to call centre schedules and targets strictly.
- Documented all phone interactions for record keeping and quality control purposes.
- Used database system to record notes and call information.
- Listened to feedback from call manager and implemented changes in future calls.
- Provided exceptional customer service to clients in fast-paced call centre environment.
- Made appropriate account corrections to resolve customer problems.
- Managed over 100 calls per 12 hour day
Education
Course - Painting and decorating
Nottingham college
Basford 2023.09 - 2025.06
Skills
- Call handling
- Calm disposition
- Call centre operations
- Professional phone voice
- Caller accommodations
- Logging call information
- DBS certificate
- Previously passed BS7858
- Strong empathy display
- Flexible
REFERENCES
References available upon request
QUALIFICATIONS
- BTEC SPORT GCSE
- Maths GCSE
- Science GCSE
- Level 2 city and guilds diploma
Timeline
Course - Painting and decorating
Nottingham college
2023.09 - 2025.06
Call centre agent
SMC LIMITED
2023.08 - 2025.12