Helen Rawsthorne
Nether Kellet, Carnforth,Lancashire
Summary
Dedicated customer service professional with expertise in listening to customers' needs and managing complaints effectively. Demonstrates strong telephone etiquette and a deep understanding of GDPR standards, ensuring compliance and customer satisfaction. Skilled in team collaboration and maintaining patience under pressure, contributing to high levels of customer retention. Committed to enhancing customer service operations and fostering long-term client relationships.
Overview
36
36
years of professional experience
1
1
year of post-secondary education
Work history
Sales/Customer Service Executive
WCF Fuels North West
Carnforth, Lancashire
2012.12 - 2026.02
- Handle inbound calls from potential and existing customers, addressing enquiries, and converting them into sale opportunities in line with agreed target levels.
- Distribution of daily fuel prices to Farm Groups and team colleagues
- Chase lapsed; domestic and agricultural customers via outbound sales calls
- Assessed customer needs accurately, making relevant recommendations that fit their specific requirements.
- Built lasting relationships with regular customers, fostering brand loyalty.
- Conducted customer surveys to gather feedback on service experience improvement. Using the Feefo Review platform.
- Improved customer satisfaction by addressing and resolving complaints swiftly.
- Applied positive customer service approach to increase satisfaction levels.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Senior administrative assistant
Balfour Beatty, Heysham Power Stations
Heysham, Lancashire
2002.01 - 2012.12
- Prepared personnel files, keeping all employee records up-to-date. Maintained neatness within the office, resulting in an efficient and productive work environment.
- Administered petty cash disbursements, keeping accurate recordkeeping procedures.
- Oversaw HR-related documentation, ensuring correct storage and accessibility when required.
- Assisted in payroll administration for accurate and timely salary disbursement.
- Communicated interview outcomes with internal and external candidates.
Customer Service Representative
PMG International Ltd (Arena Swimwear)
Lancaster, Lancashire
2001.01 - 2002.01
- Assisted customers in making informed decisions by providing detailed product information for the swimwear
- Ensured customer satisfaction by swiftly processing orders.
- Collaborated closely with warehouse staff for timely preparation and dispatch of goods ordered.
- Improved customer satisfaction by processing returns swiftly and efficiently.
Sales coordinator
Reebok UK
Lancaster, Lancashire
1990.03 - 2000.08
- Managed high volume of inbound calls, ensuring swift response times.
- Handled daily administrative tasks for smoother workflow administration.
- Tracked shipments by liaising with logistics teams and couriers.
- Managed rush orders successfully during peak business periods.
- Notified customers of items out-of-stock or low-in-stock to help minimise disappointment.
Education
B-Tec Administration
Lancaster & Morecambe College
Lancaster 1987.09 - 1988.06
Skills
- Listening to customers' needs
- Telephone etiquette
- Customer services
- Patience under pressure
- Team collaboration
- Customer complaint management
- Customer retention
Accomplishments
The UKIFDA Customer Service Award 2023 - Helen Rawthorne from WCF Fuels, recognized for exceptional "can-do" attitude, positive spirit, and frequent customer requests for service, highlighting outstanding individual dedication in the fuel distribution sector.
Key Details:
- Winner: Helen Rawthorne (WCF Fuels)
- Award Sponsor: Worldpay from FIS
- Event: The UKIFDA Show & Conference 2023 in Coventry
- Recognition: Praised for being a joy to work with and consistently asked for by name, demonstrating top-tier customer focus
Affiliations
- Dog Walking - Home DIY - Gardening Cooking - Weekends away
References
References available upon request.
Timeline
Sales/Customer Service Executive
WCF Fuels North West
2012.12 - 2026.02
Senior administrative assistant
Balfour Beatty, Heysham Power Stations
2002.01 - 2012.12
Customer Service Representative
PMG International Ltd (Arena Swimwear)
2001.01 - 2002.01
Sales coordinator
Reebok UK
1990.03 - 2000.08
B-Tec Administration
Lancaster & Morecambe College
1987.09 - 1988.06