Jennifer Shaw
Coventry,West Midlands
Summary
A highly skilled professional with a strong ability to manage complex knowledge and a commitment to continuous learning and development. Demonstrates exceptional organisational skills, effectively managing time to meet deadlines while remaining flexible and adept at multi-tasking. An excellent communicator, capable of simplifying complex information for diverse audiences. Provides innovative solutions to customer queries, aiming for first-contact resolution. A collaborative team player who ensures a positive working relationships, shares expertise, and supports colleagues in achieving their goals.
Overview
23
23
years of professional experience
Work history
Senior Customer Support Advisor
Cambridge OCR
Coventry, West Midlands
01.2019 - Current
- Provided expert advice to customers for informed decision making.
- Coordinated with different departments to streamline the customer journey.
- Managed high-volume calls whilst maintaining superior customer satisfaction rates.
- Liaised between customers and management team, ensuring effective communication.
- Assisted customers to reach satisfactory solutions rapidly, improving overall customer experience.
- Maintained updated knowledge of industry trends and competitor activities ensuring competitive edge at all times.
- Combined technical expertise and strong interpersonal skills to diagnose and resolve issues remotely.
- Troubleshot operating systems, hardware and software problems to identify root causes.
- Act as first point of escalation for complex customer enquires, where customer enquiries cannot be resolved at the initial point of contact by Customer Service Advisors.
- Collaborate with subject advisors to analyse data and develop subject specific FAQs for publication on the OCR website, ensuring clarity, accuracy, and relevance for educators and learners.
Customer support advisor
Cambridge OCR
Coventry, West Midlands
12.2002 - 01.2019
- Handled customer enquiries, leading to improved client relations.
- To respond to all inbound enquiries within agreed service levels for the specific contact method: calls, letters, e-mails, providing first contact solutions and aiming to minimise the number of cross department transfers by increasing contact resolution rates.
- To provide effective solutions to all inbound contacts, striving to provide the highest standards in customer service and meeting the agreed customer satisfaction target measures through added value service, to include proactive customer relationship building, arranging appropriate OCR interventions, signposting to new and relevant products and services and outbound contact activities
- Explained complex terms in simple language, enhancing client comprehension levels.
- To accurately capture and record information in the database to the required standards of performance; allowing auditing and analysis of customer contacts.
Education
GCSEs - 5 GCSE's grades A- C
Bishop Ullathorne School
CoventryNVQ Level 2 - Customer Service
Heart of England Training
CoventryNVQ Level 3 - Customer Service
Heart of England Training
CoventrySkills
- Capable of managing highly complex knowledge; open and receptive to learning and development; driven to improve own performance
- Plan and organises my own time effectively; meet deadlines; punctual; flexible and capable of multi-tasking
- Excellent communicator: capable of conveying difficult and complicated information in simple and understandable terms; understand the differences between verbal and written communications and can adapt the style appropriately
- Able to provide creative solutions to customer queries with a desire to provide first contact solutions
- Good team player: create positive working relations; shares my knowledge and information with colleagues; supports and assists others to improve and achieve
Timeline
Senior Customer Support Advisor
Cambridge OCR
01.2019 - Current
Customer support advisor
Cambridge OCR
12.2002 - 01.2019
GCSEs - 5 GCSE's grades A- C
Bishop Ullathorne School
NVQ Level 2 - Customer Service
Heart of England Training
NVQ Level 3 - Customer Service
Heart of England Training
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