Holly Whitehead
Royton, Sales
Summary
Diplomatic Complaints Handler versed in addressing issues with tact and professionalism. Leverages high emotional intelligence and active listening to develop swift remediation. Possesses exceptional communication skills and history of superior service.
Overview
10
10
years of professional experience
Work history
Customer relations executive, Complaints manager
VistaHealth
04.2022 - Current
- Handled complex customer situations with a high percentage of positive outcome.
- Protected customer confidentiality by maintaining files in compliance with GDPR principles.
- Acted as first point of contact for daily customer enquires, by phone and email for complaints throughout the office .
- Identified root causes of complaints through effective questioning.
- Served as first line of contact for customers filing complaints.
- Identified complaint trends and patterns to report to supervisors and guide changes.
- Helped to prevent further recurrence of recorded issues by recommending corrective action.
- Responded to customer feedback within target timescales.
- Documented customer interactions, following company policy and procedure in all engagements.
- Communicated customer feedback through appropriate channels to help fuel continuous improvement.
- De-escalated aggressive behaviour using effective conflict resolution techniques.
- Investigated reported issues, liaising with staff at multiple levels to obtain relevant information.
- Resolved complaints requiring escalation using advanced conflict management skills.
- Owned end-to-end complaint handling and resolution in line with established procedures.
- Achieved prompt and fair resolution of numerous types complaints in adherence with company guidelines.
- Stayed calm to navigate tricky situations in collected manner.
- Escalated urgent, complex or technical cases following established procedure.
- Actively listened to complaints to identify finer details of pain points.
- Clarified complaints to fully understand customer issues.
- Offered personable and helpful service to exceed customer expectations and reach positive conclusion.
- Communicated with customers politely, promptly and professionally.
- Used time-management skills to minimise complaint lifecycle and meet regulatory timelines.
- Took ownership for customer correspondence to deliver exceptional customer service levels.
Sales and customer service representative
VistaHealth
07.2017 - Current
- This job role involved responsibility of opening and closing down the bar, dispensing drinks, ensuring correct cash transactions were exchanged, this involved being able to manage the till system
- The job role also entailed chatting to customers whilst maintaining a professional boundary.
- Prepared and submitted sales contracts for client orders.
- Responded promptly to customer questions to improve customer loyalty and satisfaction.
- Utilised computer to handle high incoming call volumes.
- Tracked sales cycle to determine best approach to use to push products.
- Participated in company meetings to keep abreast of sales team infrastructure and updated quotas.
- Passed customer feedback to sales or product teams to make improvements on company offerings.
- Negotiated and used persuasive skills to overcome objections.
- Gathered data during customer interactions and prepared customer and product reports.
- Educated clients on benefits and features of company products.
- Maintained current knowledge of company products and services to accurately answer client questions and make appropriate recommendations.
- Delivered presentations and demonstrations to persuade clients to buy new services and products.
- Visited current and potential clients to promote company products and services.
- Tracked sales activities in company CRM system and regularly updated account information.
- Handled customer complaints, providing appropriate solutions and recommending alternatives.
- Obtained deposits and balance of payments from clients.
- Studied company target market and identified avenues to generate new leads.
- Assisted customers with placement of refunds and exchanges.
- Performed informal and formal needs assessments for individual customers to recommend suitable goods and services.
- Took calls and escalated complex inquiries to appropriate members of staff.
NHS call handler (111)
VistaHealth
04.2020 - Current
- Recorded data for computer-aided dispatch system with accuracy and precision.
- De-escalated aggressive and highly emotional calls with firm and diplomatic tone.
- Reached service rating through call audits and surveys.
- Liaised with emergency service personnel to enable quick responses to life-threatening situations.
- Supported callers through trauma, including accidents and death.
- Listened actively to caller concerns, questions and priorities.
- Remained calm to processes details of emergencies accurately in high pressure situations.
- Assessed priority of caller situations through investigative questioning.
- Provided pre-arrival advice to prepare callers for targeted and effective medical assistance.
Medical Receptionist
Royton Medical Centre
06.2016 - 08.2017
- Operated switchboard to facilitate prompt call handling.
- Managed digital and manual filing systems.
- Organised and assessed urgency of home visit requests.
- Responded calmly and compassionately in emergency situations.
- Completed start and end of day procedures for busy GP practice.
- Updated patient records for continued compliance with policies.
- Set up new patients within target timeframes.
- Welcomed patients with kindness to enhance checking in processes.
- Produced high-volume repeat prescriptions.
- Monitored stock and ordered stationery and medical supplies.
- Kept reception and waiting areas neat and clean to make patients feel welcome and comfortable.
- Communicated results to patients following instructions from medical professionals.
- Offered advice on additional services to best meet patient needs.
- Scheduled and booked conference room for staff and doctor meetings.
- Confirmed patients had proper documentation and sign-in sheets.
Dental nurse
Edenfield Dental Care
07.2015 - 06.2017
- Wrote detailed patient notes to transcribe dictation of dentist.
- Utilised dental equipment to polish and clean teeth.
- Provided professional chairside assistance to dentists to follow instructions and avoid errors.
- Collaborated with orthodontics to install braces under supervision.
- Supported patients during pre- and post-operative care to mitigate health and safety risks.
- Referred patients to laboratories to acquire testing.
- Conferred with front desk to manage dental schedule.
- Sterilised instruments, surfaces and chairs to control infection.
- Monitored existing inventory to control and replenish dental supplies.
- Set up treatment rooms to prepare for check-ups, examinations and surgeries.
- Interviewed and gathered medical histories of patients to gather detailed information.
Retail assistant
Primark
Manchester
09.2013 - 08.2014
- Continually replenished stock in line with sales records, keeping well-maintained, presentable item displays.
- Delivered outstanding in-store experience through positive and attentive customer service.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Worked with tireless drive and energy to maintain efficient sales operations during peak trading hours and promotional events.
- Worked closely with management to train new team members, supporting optimal sales productivity.
- Used outstanding product knowledge, sales and customer relations skills to drive substantial profit increases.
Education
Crompton House C of E Secondary School
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Holy Cross College
Skills
- Self Motivated
- Strong verbal Communication
- Committed team player
- Team Leadership
- Telephone etiquette
- GDPR compliant
- Customer retention techniques
- Customer expectation management
- Customer service
- Long-term relationship building
- Customer satisfaction tracking
Interests
HOBBIES, GymPilatesYogaShoppingWalking
Timeline
Customer relations executive, Complaints manager
VistaHealth
04.2022 - Current
NHS call handler (111)
VistaHealth
04.2020 - Current
Sales and customer service representative
VistaHealth
07.2017 - Current
Medical Receptionist
Royton Medical Centre
06.2016 - 08.2017
Dental nurse
Edenfield Dental Care
07.2015 - 06.2017
Retail assistant
Primark
09.2013 - 08.2014
Crompton House C of E Secondary School
undefined
Holy Cross College
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