James Smith
Thame,oxon
Summary
A highly adaptable and analytical customer service professional with a track record in team leadership and relationship management. Possesses a deep appreciation for the written word, utilizing both creative and analytical communication skills to resolve complex queries and negotiate successful outcomes. A quick learner of new software systems and interfaces, with ability to analyze data, refine standard operating procedures, and improve overall operational efficiency. Skilled at training and mentoring colleagues to elevate team
Overview
11
11
years of professional experience
5
5
years of post-secondary education
Work history
Senior Customer Services Social Media Advisor
Travelodge
Thame
2021.03 - Current
Support a team of core customer services and social media advisors in handling customer service interactions.
Analyse feedback data to identify trends and report findings to upper management.
Refine systematic procedures to increase response efficiency and team productivity.
Train new team members on company systems, tone of voice, and interface navigation.
Social Media Advisor
Travelodge
Thame
2019.03 - 2021.03
Managed customer relationships and resolved complaints across various social media platforms.
Utilized strong written communication skills to protect the brand's public image while ensuring customer satisfaction.
Negotiated resolutions with dissatisfied customers in a fast-paced digital environment.
Customer Services Advisor
Travelodge
Thame
2017.03 - 2019.02
Handled high volumes of inbound customer queries via phone and email.
Provided excellent, front-line customer service and built positive rapport with guests.
Quickly adapted to internal booking and customer relationship management systems.
Front End Runner
ASDA
Wheatley
2015.03 - 2017.03
Education
GCSEs -
Lord Williams School
Thame 2004.09 - 2009.09
Skills
Leadership & Mentoring: Experienced senior team member with a knack for training and developing staff
Communication: Written language skills and a capable negotiator
Technical Proficiency: Proficient in Microsoft Office and Google Workspace
Process Improvement: Skilled at analyzing data and refining systematic procedures for improved efficiency
Adaptability: Quick learner of new digital interfaces and customer management systems
Collaboration: Dedicated team player focused on building strong interpersonal relationships
Timeline
Senior Customer Services Social Media Advisor
Travelodge
2021.03 - Current
Social Media Advisor
Travelodge
2019.03 - 2021.03
Customer Services Advisor
Travelodge
2017.03 - 2019.02
Front End Runner
ASDA
2015.03 - 2017.03
GCSEs -
Lord Williams School
2004.09 - 2009.09