Summary
Overview
Work history
Education
Skills
Languages
Timeline

James Lust

Customer Service
Milton Keynes,Buckinghamshire

Summary

Motivated customer service team member eager to streamline operating procedures to maximize team efficiency and customer satisfaction. Specialises in quality, speed and performance improvements Service-focused customer relations team member experienced in handling high call volumes with impeccable phone manner. Skilled in documentation, time management and multitasking.

Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver, working effectively and productively with diverse customers and individual needs. Polite and professional person with strong communication and multitasking skills. Experienced in resolving customer complaints within company guidelines and using own initiative. Implements customer follow-up to uphold service standards and guarantee customer satisfaction.

Flexible customer service team member focused resolving customer concerns and enquiries. Skilled at accurately documenting call details, preparing reports and organizing documentation. Offers helpful answers and relevant information to retain business. Attentive administrative team member organized in managing enquiries and documents. Prompt in handling communications and developing resolutions for diverse concerns. Thorough and detail-oriented in following procedures.

Focused Customer Service Representative skilled in customer relationship development and sales. Providing unsurpassed support to demanding customers with a passion for consistently improving numbers, enhancing knowledge and exceeding expectations.

Overview

9
9
years of professional experience
5
5
years of post-secondary education

Work history

Customer service advisor

Mears Group
Milton Keynes, Buckinghamshire
01.2023 - Current
  • Adhered strictly to policies and procedures for continued company compliance.
  • Recorded customer communications to maintain proper documentation.
  • Managed high-volume customer queries simultaneously through effective multitasking.
  • Transferred customer calls to respective department or personnel to address specific issues.
  • Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
  • Registered and updated accurate customer information on database.
  • Established positive relationships with clients by going extra mile to build rapport.
  • Investigated customer issues to find acceptable conclusion and prevent recurrence.
  • Expressed care, patience and empathy when handling customer interactions for personalised experience.
  • Escalated complex issues in line with internal best practices for swift resolution.

Project coordinator

Mears Group
Milton Keynes, Buckinghamshire
06.2022 - 01.2023
  • Enhanced project transparency and accountability with rigorous evaluation and record-keeping.
  • Communicated project progress and challenges to stakeholders for decision-making purposes.
  • Maximised communication and transparency between clients, internal departments and stakeholders.
  • Collaborated with project teams in gathering user requirements and developing project plans.
  • Maintained project schedules by managing deadlines and adjusting workflows to suit.
  • Assessed risks to identlfy potential issues and implement mitigation strategies.
  • Updated project documentation, providing accurate and accessible information for stakeholders.
  • Supported project closure activities, including documentation and knowledge transfer.
  • Liaised with external vendors to secure necessary resources and services.

Customer service advisor

Mears Group
Milton Keynes, Buckinghamshire
11.2021 - 06.2022
  • Adhered strictly to policies and procedures for continued company compliance.
  • Recorded customer communications to maintain proper documentation.
  • Managed high-volume customer queries simultaneously through effective multitasking.
  • Transferred customer calls to respective department or personnel to address specific issues.
  • Offered prompt solutions to maintain customer satisfaction.
  • Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
  • Registered and updated accurate customer information on database.
  • Established positive relationships with clients by going extra mile to build rapport.
  • Investigated customer issues to find acceptable conclusion and prevent recurrence.
  • Tagged customer interactions with appropriate labels for internal tracking purposes.
  • Diagnosed and communicated technical problems to customers at appropriate level of understanding.
  • Expressed care, patience and empathy when handling customer interactions for personalised experience.
  • Escalated complex issues in line with internal best practices for swift resolution.

Assistant manager

Coral
Milton Keynes, Buckinghamshire
03.2015 - 11.2021
  • Trained staff on best practices to achieve optimal productivity.
  • Enforced company policies and guidelines for all employees.
  • Recruited, interviewed and hired high-performing individuals, developing passionate, dedicated teams.
  • Initiated inventory control measures to manage and replenish stock, maintain costs and meet customer demands.
  • Evaluated staff performance, implementing training and development programmes to maintain exceptional service levels.
  • Carefully managed and recorded cash and credit transactions, diminishing financial discrepancies.
  • Worked with store manager to develop action plans to increase performance and exceed sales KPIs.
  • Maintained store appearance, including shelving organisation, store layout and visual merchandise planning.
  • Motivated management and staff teams to consistently deliver high quality, customer-focused service.
  • Addressed customer issues calmly and professionally, delivering quick, successful resolutions.
  • Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
  • Nurtured positive customer relationships, enhancing membership loyalty and driving client retention.
  • Evaluated and tracked staff to aid manager conduct performance reviews.
  • Acted as point of contact and escalation for complex customer queries.
  • Completed opening and closing procedures multiple times per week, completing reporting and security tasks.
  • Demonstrated conflict management strategies when handling heated discussions between staff and customers.
  • Designed work schedules to provide optimal and balanced cover of store needs.
  • Collaborated with store manager, acting as reliable partner to manage and deliver on daily priorities.

Night replenishment assistant

99p store
Milton Keynes, Buckinghamshire
09.2014 - 01.2015
  • Unpacked and processed deliveries quickly to maximise available goods.
  • Organised goods to clearly display labels, prices and features.
  • Collected low-stock products from store rooms.
  • Reached high shelves by using ladders safely in store rooms.
  • Rotated and discounted products to maximise sales before sell-by dates.
  • Removed items with exceeded expiry dates for disposal.
  • Updated shelf prices and labels in line with store procedures.
  • Faced-up shelves for customers to easily identify products.
  • Reported delivery damages to senior staff for quick resolution.
  • Sorted items into correct locations to keep good shop order.
  • Relocated misplaced stock to correct shelf.
  • Stacked items neatly to create presentable shop displays.
  • Cleaned shelves, signs and aisle floors.
  • Checked sales reports to create stock room replenishment lists.
  • Arranged items in order of use-by dates to reduce stock waste.
  • Replaced stock on empty and low-quantity shelves.
  • Located desired items for customers to improve sales.
  • Arranged products to visual merchandising plans.

Education

GCSEs - standard education

Redborne Upper School and Community College, Bedford
09.2004 - 07.2009
  • Coursework in NVQ Level 1 Agriculture
  • NVQ Level 1 qualification in Agriculture

Skills

  • Dispute resolution
  • Microsoft Office Suite
  • Customer experience
  • Customer care
  • Payment processing
  • Office 365 usage
  • Queue management
  • Sales forecasting
  • Transaction processing
  • Excel proficiency
  • Brand awareness and representation
  • Data confidentiality
  • Customer retention
  • Data verification procedures

Languages

English
Native

Timeline

Customer service advisor - Mears Group
01.2023 - Current
Project coordinator - Mears Group
06.2022 - 01.2023
Customer service advisor - Mears Group
11.2021 - 06.2022
Assistant manager - Coral
03.2015 - 11.2021
Night replenishment assistant - 99p store
09.2014 - 01.2015
Redborne Upper School and Community College - GCSEs, standard education
09.2004 - 07.2009
James LustCustomer Service