Hollie Marvell
Reading,Berkshire
Summary
Experienced professional with a strong background in customer relations management and data entry accuracy. Adept at navigating customer databases, managing email correspondence, and handling complaints with calm under pressure. Proven skills in payment processing, case management, and strategic planning. Exceptional communication skills and phone etiquette, combined with resourcefulness and problem-solving abilities. Proficient in quote management, price list and invoicing management. Committed to enhancing customer satisfaction through effective problem resolution and efficient service delivery.
Overview
6
6
years of professional experience
7
7
years of post-secondary education
1
1
Certification
Work History
Customer services advisor
Metro Digital Television Ltd
Wokingham, Berkshire
10.2021 - Current
- Improved customer satisfaction by promptly addressing and resolving complaints.
- Communicated effectively with colleagues to ensure seamless service delivery.
- Offered helpful advice on product selection, leading to increased sales.
- Prioritised tasks during busy periods for maximised productivity .
- Listened actively to customer concerns, confusions and needs for excellent communication.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Streamlined administrative tasks such as invoicing, record keeping, diary management.
- Estimated costs and timescales for customers and offered accurate quotations.
- Communicated with clients directly, answering requests for quotations and general queries.
- Prepared detailed quotations for customers based on their specific needs.
- Facilitated and rescheduled missed appointments for residents.
- Scheduled appointments with residents whilst managing unexpected changes smoothly.
- Recorded sufficient tenant information during booking appointments.
- Liaised with tenants regularly, fostering strong relationships with tenants/landlords.
- Coordinated repair work with contractors and engineers, minimising disruption to tenants.
Front of house team member
Burger King
Wokingham, Berkshire
07.2019 - 10.2021
- Delivered consistent professional service whilst handling multiple tasks simultaneously.
- Upheld rigorous hygiene standards in all front-of-house areas.
- Managed cash transactions accurately, ensuring accurate financial records.
- Served high volumes of guests in fast-paced service environments with exceptional customer care.
- Served meals and drinks with professionalism and skill, maintaining high presentation and quality standards.
- Maintained high standards of customer service during peak times.
- Enhanced guest experience with a friendly and helpful attitude.
- Communicated effectively with kitchen staff to ensure timely delivery of food.
- Complied with Health, Safety and Food Hygiene regulations to avoid contamination.
- Upheld food hygiene standards with regular cleaning of work areas and equipment.
Education
GCSEs -
Waingels Academy
Woodley, Wokingham 09.2014 - 07.2019
A-Levels -
Waingels Academy
Woodley, Wokingham 09.2019 - 07.2021
Skills
- Data entry accuracy
- Customer relations management
- Customer database navigation
- Email correspondence etiquette
- Complaint management
- Payment Processing
- Case Management
- Communication skills
- Strategic planning
- Resourcefulness
- Calm under pressure
- Problem-solving
- Exceptional phone etiquette
- Quote management
- Price list and invoicing management
Certification
- NCFE Level ½ Award in Business and Enterprise
- BTEC Level 3 National Certificate in Applied Human Biology
- BTEC Level 3 National Diploma in Health and Social Care
- Full UK Driving License
Affiliations
- Spending time with family and friends.
- Gaming on PC and Xbox
- Reading
References
References available upon request.
Languages
English
Fluent
Timeline
Customer services advisor
Metro Digital Television Ltd
10.2021 - Current
A-Levels -
Waingels Academy
09.2019 - 07.2021
Front of house team member
Burger King
07.2019 - 10.2021
GCSEs -
Waingels Academy
09.2014 - 07.2019
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