Jessica Trubshaw
Runcorn
Summary
Experienced customer service professional with expertise in high-volume B2C environments, inbound call handling, and live chat support. Demonstrates proficiency in social media customer care, complaint resolution, and after-sales support, leveraging platforms such as Twitter , Facebook, Instagram, LinkedIn to enhance customer satisfaction. Skilled in telephone etiquette training, staff mentorship, and multitasking under pressure while maintaining composure. Adept at utilising Microsoft Office Suite and Office 365 for efficient email correspondence and administrative tasks. Committed to building lasting customer relationships through rapport building and retention strategies, with a focus on delivering exceptional service across diverse communication channels mainly social media
Overview
11
11
years of professional experience
Work history
Social Media Customer Care Specialist
Telefonica UK
Remote
06.2022 - 12.2025
- Responded to customers of O2 via social channels including Facebook, Twitter (X), Instagram, LinkedIn.
- Monitored social media platforms for customer comments and queries, providing prompt and courteous responses including public comments.
- Managed complaints with calm, clear communication and problem-solving.
- Achieved service time and quality targets such as average handling time and quality checks.
- Handled customer concerns and escalated major issues to higher complaints.
- Actively listened to customers to fully understand requests and address concerns.
- Demonstrated consistent hard work and dedication to achieve results and improve operations.
- Trained and mentored junior staff on best practices for customer service and social media engagement methodologies.
- Analysed customer interaction data to identify patterns and trend enabling targeted improvements in service delivery and social media presence.
- Coordinated closely with other departments for comprehensive issue resolution efforts.
- Assisted customers in navigating website features, improving their online experience.
- Trained new staff on company policies resulting in improved service delivery.
Business Development Executive
Telefonica UK
Runcorn, Halton
02.2022 - 06.2022
- Worked around development and sales strategies within the business.
- Researched the market and identified potential customers that would benefit from services from Virgin Media O2 Business.
- Reached out to potential clients through various methods, including networking, cold calling and market research.
- Built and maintained strong relationships with existing clients and new clients.
- Meeting sales targets by developing and executing business plans. This includes negotiating contracts and close deals with new customers that will contribute to the companies revenue.
Consumer Retentions Advisor
Telefonica UK
Runcorn, Halton
02.2018 - 02.2022
- Actively engage with customers to understand their needs and address any concerns promptly.
- Identify and resolve customer issues efficiently, ensuring positive experience.
- Provide accurate and timely information about products, services, and company polices.
- Identify opportunities to upsell or cross-sell products and services to increase revenue and customer loyalty.
- Participate in ongoing training to enhance skills and knowledge for better customer service and experience.
- Meet and exceed performance KPI’S relating to call volume, customer satisfaction and retention goals. For example, managed over 50 calls per day.
Customer Care Agent (Inbound)
Tesco Mobile
Runcorn, Halton
01.2016 - 02.2018
- Answering customer queries and providing accurate information.
- Acting as first point of contact for customer requests.
- Maintaining records and statistical information as required.
- Handling payments from internal and external customers.
- Coordinated after-sales services, contributing to repeat business growth.
- Improved customer relations with empathetic communication style.
- Assisted customers to resolve billing issues effectively.
- Delivered excellent customer service by addressing concerns and queries promptly.
Sales and Service Advisor
Marks & Spencer
Runcorn, Halton
06.2015 - 07.2016
- Be first point of contact for customers, helping them with inquiries and providing information about products and services.
- Driving sales by promoting products and services, ensuring that sales targets are met or exceeded.
- Have strong understanding of products offered by M&S, enabling to make informed recommendations to customers online and over phone.
- Undertook regular training sessions to keep abreast with latest industry trends.
- Maintained polite and professional telephone manner, enhanced company reputation.
- Maintained updated knowledge on company's policies and promotions for accurate information dissemination.
- Resolved complaints promptly, restored client confidence in company.
- Managed high volume of inbound calls for issue resolution.
Education
GCSEs - English, Art, Maths, Science, AIDA, French, Expressive Arts.
St Chads High School
RuncornSkills
- Social media customer service
- Social media platform use
- Email correspondence efficiency
- Composure under pressure
- Telephone etiquette
- Complaint resolution
- Live chat support
- High volume B2C
- Live chat operating
- Social media savvy
- Inbound call handling
- After-sales support
- Customer rapport building and retention
- LiveAgent
- Multitasking
Timeline
Social Media Customer Care Specialist
Telefonica UK
06.2022 - 12.2025
Business Development Executive
Telefonica UK
02.2022 - 06.2022
Consumer Retentions Advisor
Telefonica UK
02.2018 - 02.2022
Customer Care Agent (Inbound)
Tesco Mobile
01.2016 - 02.2018
Sales and Service Advisor
Marks & Spencer
06.2015 - 07.2016
GCSEs - English, Art, Maths, Science, AIDA, French, Expressive Arts.
St Chads High School