Holly Williams
Poole,Dorset
Summary
Dedicated customer service professional with extensive experience in technical support provisioning and customer relationship management. Demonstrates strong empathy, voice clarity, and enunciation to effectively handle customer inquiries and complaints. Proficient in data entry, email writing, and data management, with a goal-oriented approach to process improvement suggestions. Skilled in proactive engagement, outbound calling, and follow-up coordination. Resilient to stress and adept at understanding tone of voice to ensure polite phone etiquette. Committed to enhancing customer satisfaction through practical problem-solving and efficient support handling.
Overview
3
3
years of professional experience
3
3
years of post-secondary education
Work History
Virtual Receptionist/ Call Center Operator
Message Direct
Ferndown, Dorset
08.2023 - Current
- Streamlined communication with customers to understand needs better.
- Documented all phone interactions for record keeping and quality control purposes.
- Provided technical support for customer issues, demonstrating problem-solving skills.
- Performed data entry tasks to keep records up-to-date and organised.
- Resolved conflicts in a respectful manner, promoting a positive image of the company.
- Handled sensitive personal data responsibly whilst maintaining confidentiality.
- Managed high volume of inbound calls, ensuring swift response times.
- Maintained professional demeanour during challenging customer interactions, maintaining calm under pressure.
- Enhanced customer satisfaction by promptly addressing and resolving complaints.
- Facilitated positive customer experiences with attentive service.
- Ensured maximum efficiency by adhering to call centre schedules and targets strictly.
- Utilised multi-line telephone systems for efficient call handling.
- Handled customer queries focused on first-call resolution.
- Maintained call centre efficiencies, ensuring clear, effective communication with all departments.
- Managed and escalated complaints effectively, resulting in positive customer outcomes.
- Maintained accurate knowledge of current services to provide informative customer advice.
- Acted as first point of contact for customer issues and queries.
- Processed complaints professionally, seeking effective, timely solutions for continued customer satisfaction.
- Answered 100+ customer queries daily via inbound calls, emails and live chats.
Server/Waitress
Pizza Hut Restaurants
Poole, Dorset
07.2022 - 08.2023
- Demonstrated menu knowledge to assist patrons in meal selections.
- Entered orders into system promptly, reducing wait time for meals.
- Achieved prompt resolution of complaints with diplomatic dispute management.
- Followed strict hygiene standards to maintain cleanliness in food handling areas.
- Facilitated an enjoyable dining experience by being attentive and responsive to customer needs.
- Delivered impeccable service for enhanced dining experiences.
- Cultivated warm relationships with regular customers fostering loyalty towards the restaurant.
- Supported other team members during busy periods ensuring efficient operations.
- Handled all table settings and cleared up post-meal to keep the area tidy.
- Worked efficiently under pressure during peak hours for seamless operations.
- Collaborated closely with kitchen staff to manage dietary requirements of customers.
- Upheld friendly demeanour whilst managing multiple tables simultaneously.
- Maintained cleanliness in dining area for a pleasing atmosphere.
- Set tables, ensuring a comfortable environment for customers.
- Managed high-volume orders to ensure timely delivery of meals.
- Performed end-of-day cleaning duties, maintaining hygienic conditions in the restaurant.
- Delivered exceptional service by greeting and serving customers in timely, friendly manner.
- Delivered exceptional, friendly and fast service.
- Greeted guests pleasantly and professionally, promoting positive customer experiences from arrival to departure.
Education
Foundation Degree in Arts - Fine Art Studies
Bournemouth and Poole College
Poole 09.2020 - 05.2022
GCSEs - Music, French, Maths, Science, English, History
Magna Academy
Poole 10.2018 - 06.2020
Skills
- Strong empathy display
- Technical support provisioning
- Voice clarity and enunciation
- Customer relationship
- Keyboard typing speed
- Goal orientated approach
- Proactive engagement
- Outbound calling experience
- Polite phone etiquette
- Follow-Up coordination
- Data entry proficiency
- Process improvement suggestions
- Resilient to stress
- Understanding tone of voice
- Customer Service
- Practical problem solver
- Customer support and complaint handling
- Data management
- Email writing
Affiliations
- Video Games, Christian Community Volunteer work, Construction Volunteer Work.
Accomplishments
3rd Place prize, Dunalley Primary School 2010 singing competition.
Timeline
Virtual Receptionist/ Call Center Operator
Message Direct
08.2023 - Current
Server/Waitress
Pizza Hut Restaurants
07.2022 - 08.2023
Foundation Degree in Arts - Fine Art Studies
Bournemouth and Poole College
09.2020 - 05.2022
GCSEs - Music, French, Maths, Science, English, History
Magna Academy
10.2018 - 06.2020
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