Jessica Brown
Nottingham,Nottinghamshire
Summary
Dedicated staff member with over 19 years of customer service experience within dynamic, fast-paced industry environments.
Skilled worker with extensive experience within office and call centre settings. Consistently exceeds expectations with dedicated work ethic and passion for helping people. Committed to first-class service, strong results, and applying consistent best practices.
Overview
21
21
years of professional experience
1
1
Certification
Work history
Small business owner
Raven & Wolf
Nottingham, Nottinghamshire
03.2018 - Current
- Established strong supplier relationships for reliable product sourcing and delivery.
- Managed multiple eBay listings for optimum visibility on the platform.
- Analysed marketplace trends to ensure competitive product pricing strategies.
- Boosted customer satisfaction by providing exceptional service and timely responses to queries.
- Listed items accurately, ensuring detailed descriptions and clear photographs.
- Packaged and posted sold items efficiently, maintaining a high standard of customer service.
- Initiated prompt communication with buyers regarding their orders and shipping information.
- Handled returns professionally, offering refunds or replacements as per policy guidelines.
- Ensured timely filing of all required tax documents to avoid penalties.
Bar Staff
Castle Rock Brewery
West Bridgford, Nottingham
05.2012 - Current
- Warmly greeted and served customers, promptly processing payments to minimise wait times.
- Engaged with guests to create positive rapport, encouraging loyalty and repeat visits.
- Served high volumes of guests in fast-paced service environments with exceptional customer care.
- Collected cash payments, processing and providing correct change and receipts using Point Of Sale (POS) systems.
- Trained new team members with positive reinforcement and respectful, motivational coaching.
- Prepared and served hot and cold beverages promptly, maintaining temperature, quality and presentation.
- Maintained bar stocks, replenishing daily as necessary.
- Changed beer kegs safely and efficiently, consistently following health and hygiene guidelines.
- Performed bar closing duties, thoroughly cleaning, sanitising and replenishing stock.
Customer Service Representative
See Tickets
Nottingham, Nottinghamshire
05.2010 - 04.2012
- Answered customer telephone calls promptly and improved on-hold wait times.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Handled in-person, email and mailed correspondence.
- Implemented customer follow up to uphold service standards.
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Applied conflict management to stressed and concerned customers.
- Maintained excellent client satisfaction by providing in-depth support.
- Recorded information about inquiries and complaints within internal database.
- Recorded and processed customer data accurately.
Events Ticketing
Rock City
Nottingham, Nottinghamshire
05.2005 - 05.2010
- Handled cash and card payments for ticket sales securely.
- Conducted calls professionally and politely to maintain excellent service standards.
- Checked passenger identification during ticket issuance, ensuring security compliance.
- Enhanced customer satisfaction by efficiently managing ticket booking enquiries.
- Acted as first point of contact for customers to resolve potential issues with reservations.
- Processed refunds or exchanges efficiently when necessary, improving customer experience.
- Managed complaints professionally, maintaining good company image.
- Liaised with tour managers and venue management effectively to resolve issues quickly.
Skills
- Customer Service
- UK licensing laws
- Employee training
- Strong communication
- Problem-solving
- Leadership
Certification
BIIAB Personal Licence
Cicerone Level 1
First Aid Level 3
Health & Safety Level 2
Timeline
Small business owner
Raven & Wolf
03.2018 - Current
Bar Staff
Castle Rock Brewery
05.2012 - Current
Customer Service Representative
See Tickets
05.2010 - 04.2012
Events Ticketing
Rock City
05.2005 - 05.2010