Jade Alvis
London
Summary
Service-focused customer relations team member experienced in handling high call volumes with impeccable phone manner. Skilled in documentation, time management and multitasking. Successful Customer Service Advisor with over 10 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability. Experienced professional with focus on customer service and satisfaction. Capable of resolving issues promptly and fostering positive client relationships through strong communication and problem-solving skills. Committed to enhancing customer experiences by providing tailored support and maintaining high service standards.
Flexible customer service team member, skilled at accurately documenting call details, preparing reports and organising documentation. Offers helpful answers and relevant information to retain business.
Overview
18
18
years of professional experience
Work History
Customer Service Advisor
Teleperformance UK (Student Finance England)
Birmingham, West Midlands
02.2025 - 03.2025
- Managed complex customer issues to successful resolution.
- Guided customers through troubleshooting process with patience and clarity.
- Expressed care, patience and empathy when handling customer interactions for personalised experience.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Transferred customer calls to respective department or personnel to address specific issues.
- Adhered strictly to policies and procedures for continued company compliance.
- Recorded customer communications to maintain proper documentation.
- Offered detailed advice on product and service benefits.
- Employed active listening and product expertise to successfully resolve inbound queries.
- Maintained clean and organised work station for optimal productivity.
- Coordinated efficiently with other departments for issue escalation, facilitating timely solutions.
- Applied conflict management to stressed and concerned customers.
- Daily use of Avaya Workplace, Bms, IEX, Outlook, Microsoft Teams, Citrix, Afresco, Class 19c live, LA Portal, Microsoft Word, Knowledgebase, Salesforce, OPX Calculator, PDC Excel spreadsheet Calculator, SARA, Zendesk.
- Advising on fees and grants, processing verified household incomes via VHI checks.
- Using Workflows to find policy timescales.
- Assisting applications for UK Nationals, EU settled status, EU pre-settled status , Migrant workers, Irish citizens and ROW Nationals.
- Adhered to strict DPA and GDPR regulations.
- Working out applicants fee, loan and grant entitlements using Cohorts, thresholds and other criteria that may apply.
Customer Service Advisor
Teleperformance UK (HMPO Campaign)
Birmingham, West Midlands
12.2024 - 02.2025
- Provided detailed information about products and services to potential customers.
- Guided customers through troubleshooting process with patience and clarity.
- Improved customer satisfaction by promptly addressing queries and complaints.
- Handled high volume of calls daily for faster issue resolution, managing over 40 calls per day.
- Coordinated with other teams to resolve multi-faceted client problems swiftly.
- Built rapport with clients through empathetic handling of concerns.
- Recorded and processed customer data accurately.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Investigated customer issues to find acceptable conclusion and prevent recurrence.
- Transferred customer calls to respective department or personnel to address specific issues.
- Adhered strictly to policies and procedures for continued company compliance.
- Recorded customer communications to maintain proper documentation.
- Escalated complex issues in line with internal best practices for swift resolution.
- Offered recommendations to customers based on specific situations, priorities and obstacles.
- Participated in staff meetings to discuss new developments.
- Assisted customers with varying questions using product knowledge and service expertise.
- Participated in regular training to maintain up-to-date knowledge on company products and policies.
- Employed active listening and product expertise to successfully resolve inbound queries.
- Applied conflict management to stressed and concerned customers.
- Daily use of AMS, DAP, WYSE, Microsoft Teams, Infinity, CX One, Knowledgebase, Bms, Email, Royal mail tracker, GOV.UK website.
- Cancelling and re-booking appointments, keeping within policy timescales.
- Supporting vulnerable customers, providing them with solutions best for their needs.
- Assisting customers throughout their application process including any post delivery inquiries.
- Giving advice and support to UK, EU, International customers.
Energy Advisor (Utility Warehouse - Contract)
Huntswood/Husp
Reading, Berkshire
10.2022 - 02.2023
- Logging customer complaints and queries accurately.
- Updating customers meter readings.
- Experience using Live desk, Albert, Loop, William, Bill, Gmail, Gsuite/Uw mail/Uw Drive.
- Experience with Ecoes and Oxserve.
- Remote working.
- Daily use of Semafone.
- Assisting residential customers complaints and enquiries.
- Performed setting up of budget plans and payment plans.
- Taking card payment and issuing refunds.
- Maintained healthy relationships with team, team leaders and other departments.
- Aliasing with outside Entities.
Energy Specialist
Sigma financial Group
Birmingham
07.2021 - 09.2022
- Assisting with customers general enquiries, complaints via phone and email.
- Remote Working.
- Using Kraken, Kraken Wiki, ICE, Intercom, Text Expander Slack, Twilio, Google meets, Microsoft teams, ECOES , OXSERVE and Gmail daily.
- Communicating with external entities National Grid and other energy companies.
- Dealing with residential and business accounts.
- Inputting new and estimated meter reads.
- Processing move in and move outs.
- Knowledge regarding Tariffs fee, tariff type, tariff eligibility.
- Using Microsoft Word, PowerPoint and Excel daily.
- Taking card payments and issuing refunds.
- Setting up Direct Debits and Payment Schedules.
- Making outbound calls.
- Switching Pay as you go meters to Credit meters remotely.
- Dealing with migrated accounts.
- Issuing statements.
- Working with Flows.
- Excellent team player..
- Employed on Eon Core and Eon Next Campaigns.
- Keeping to customer and employee confidentiality procedures by the use of DPA laws and legislations.
- Maintaining a calm, respectable approach when faced with difficult customers or situations.
Cashier/Duty Manager
William Hill
London
11.2017 - 07.2020
- Established respectable relationships with customers face to face as well as over the phone.
- Balancing till at start and end of shift, Efficiently and accurately.
- Opening, closing shop with use of time management skills, reassuring schedules times are met.
- Completing the site's cash banking when necessary.
- Managing from 1-4 colleagues on shift delegating tasks and breaks, maintaining strong relations with my team by assisting, supporting colleagues individually needs and teams needs in a whole.
- Signing customers up to promotions and awards.
- Resolving customers complaints and enquiries promptly.
- Taking cash and credit card transactions, issuing refunds.
- Providing customers with beverages
- Placing bets for customers in an efficient and timely manner
- Helping customers to fill out and understand their bets
- Adhering to Government Gaming Laws at all times, strictly meeting all company's procedures.
- Welcoming customers on arrival, keeping engaged throughout customers journey making sure to implement safeguarding.
Appeals Assessor
Gemini Parking Solutions
Essex
12.2014 - 06.2020
- Assessing and replying to parking appeals via email and letter
- Uploading paper ticket fines onto the companies computer data base
- Updating Popla codes
- Regular use of Microsoft Word, Excel and Gemini Parking Solutions computer packages.
- Communicating with the office manager to resolve complex issues.
Cashier
Cosmic Casino
London
04.2016 - 08.2017
- Assisting customers face to face and on occasion by phone.
- Paying out small to large amounts of cash winnings, adhering to strict safeguarding and gaming industry laws and regulations.
- Regular Balancing of tills and safes on site, maintaining accuracy and efficiency.
- Inputting data onto computer data bases Microsoft Word and Excel.
- Recording all transactions manually to maintain all company's accounts stay accurate.
- Signing up new members.
- Performing excellent when meeting deadlines and targets.
- Maintaining a clean and tidy working environment .
- Established time management in making sure the site is opened and closed on schedule.
Count Assistant
Aspers Casino
London
11.2011 - 03.2016
- Taking part in daily counts of cash, coins, plaques, tips and chips.
- Balancing and reconciling amounts at the end of each count.
- Emptying of cash out of slot machines, supported by the security department.
- Working with the Cash desk and other departments daily.
- Established excellent team work and efficiency by taking part in monthly counts.
- Preparing cash and coins ready for banking or cash desk.
- Maintaining accurate and efficient data into Excel and company's computer packages.
- Manually noting count data onto a paper spreadsheet.
- Daily use of numeracy and problem solving skills.
- Reporting to the cash desk Manager.
- Working within a teamed environment at all times, establishing well connected friendships and trust.
- Working efficiently and accurately enabling all counts to be met within set deadline time.
Cashier
Currys PC World
London
02.2010 - 11.2010
- Increased add-on sales by offering advice on accessory purchases and promoting complimentary products.
- Dealing with customer complaints and enquiries making sure to resolve within a timely manner and to the customers satisfaction.
- Processed sales, exchange and refund transactions efficiently to reduce customer waiting times.
- Handled cashing up procedures, identifying and resolving differences between accounting information and cash drawer.
- Selling customer product insurance with their purchases.
- Processing customer finance applications.
- Exceeding when meeting individual and company's targets and deadlines.
Sales Assistant (Temp)
River Island
Hertfordshire
12.2009 - 02.2010
- Provided service with a smile, offering courteous, helpful advice to best meet all customer needs.
- Managed efficient till operations, promptly and precisely scanning items, processing payments and issuing receipts.
- Shelved and merchandised new products in visually appealing, organised displays for optimal customer engagement.
- Maintained detailed knowledge of current retail and fashion trends, expertly guiding customer purchases.
- Repricing further reduced sale items.
- Checking stock availability for customers
Customer Assistant
Marks and Spencers
London
09.2008 - 11.2008
- Maintained sales floor stock levels through consistent monitoring and regular replenishments.
- Provided fast, effective checkout service, maintaining high levels of customer care whilst improving transaction speed.
- Handled cash and card payments, managing accurate, efficient balancing and cash up.
- Dealing with customers complaints and enquiries
- Processing customer refunds timely and within company guidelines
- Processing Marks and Spencers credit card bill payments from customers
- Applying staff discounts for colleagues on purchases
- Assisting other department when required
- Taking part in stores stock-take
- Changing store layout and setting up for new store promotions
- Maintained spotlessly clean sales floors, organising and facing merchandise for visually-appealing displays.
Receptionist/Admin
Goldsons
London
02.2007 - 08.2008
- Regular corresponded with clients via email, telephone or post, maintaining excellent client relationships..
- Up-keeping to a clean and tidy work environment reception to uphold a positive impression of the company.
- Collected and distributed incoming mail, employing strict confidentiality throughout.
- Prepared outgoing mail for shipment, coordinating collection and tracking with couriers for efficient delivery.
- Resolved issues swiftly and efficiently in a friendly, supportive manner.
- Greeted customers and visitors in person and via telephone calls.
- Paying debtors and creditors on request and processing client refunds.
Education
GCSE -
Skinner Girls School
LondonA-Levels -
Waltham Forest College
LondonA-Levels - Beauty Therapy
Waltham Forest College
London07.2012
Skills
- Problem-solving
- Customer account management
- Data verification procedures
- Telephone etiquette
- Complaint handling
- Customer Information System (CIS) management
- Microsoft Office Suite
- Salesforce
- Communication proficiency
- Customer relationship management software
Timeline
Customer Service Advisor
Teleperformance UK (Student Finance England)
02.2025 - 03.2025
Customer Service Advisor
Teleperformance UK (HMPO Campaign)
12.2024 - 02.2025
Energy Advisor (Utility Warehouse - Contract)
Huntswood/Husp
10.2022 - 02.2023
Energy Specialist
Sigma financial Group
07.2021 - 09.2022
Cashier/Duty Manager
William Hill
11.2017 - 07.2020
Cashier
Cosmic Casino
04.2016 - 08.2017
Appeals Assessor
Gemini Parking Solutions
12.2014 - 06.2020
Count Assistant
Aspers Casino
11.2011 - 03.2016
Cashier
Currys PC World
02.2010 - 11.2010
Sales Assistant (Temp)
River Island
12.2009 - 02.2010
Customer Assistant
Marks and Spencers
09.2008 - 11.2008
Receptionist/Admin
Goldsons
02.2007 - 08.2008
GCSE -
Skinner Girls School
A-Levels -
Waltham Forest College
A-Levels - Beauty Therapy
Waltham Forest College
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