Julie Clayton
Clayton,W. Yorks
Summary
I would like to apply for the position of Customer Service. I have previous experience in arranging training for staff members, both new and old and keeping detailed training records. I am able to organise staff and make the required changes to ensure continued customer support. I have experience in keeping detailed staff attendance records, and returning to work interviews to promote staff welfare. I am experienced in Health and safety, keeping detailed records and arranging First aid training and monitoring. I am responsible and not afraid of hard work, and I would relish the chance of additional challenges and responsibilities.
A professional and experienced administrator with excellent communication and telephone skills. Able to provide excellent customer service within a pressurised environment and a strong grounding in managing large clerical teams in a busy call centre. Approachable and empathetic to the needs of others.
Overview
2027
2027
years of professional experience
Work history
Team Leader
Trycare
2017 - Current
- Looking after staff welfare and day to day running of the office. Being the first point of call for staff communication.
- Liasing with other departments and managers to achieve a productive and comfortable working environment
- Deal with staff enquiries and customer complaints
- Next port of call before passing details to management for customer complaints
- Key holder and Fire Warden
- Train and monitor new members of staff, helping to make their journey smooth and effective.
- Currently creating a Mental and Good Health Awareness booklet to be handed to all company staff.
- Fully trained in GDPR.
Customer service advisor
Trycare
2007 - Current
- Processed customer orders and ensured customer delivery schedules are kept
- Responded to difficult situations calmly, gained trust of aggrieved customers.
- Liase with external carriers to trace missing parcels and bring queries to a satisfactory conclusion and arrange collections
- Liase with both customers and suppliers to produce bespoke surgical procedure packs, monitoring their usage and quality
- Predominantly look after surgical customers to ensure a good shopping experience resulting in return trade
- Currently specialising in Bone materials, Kerator and Adin implants and look after Implant Surgeons new and old, implant trials
- Assist ASM,s with customer orders, queries and resolve issues
- Promoted Health & Safety, carried out inspections and implemented H&S procedures, dealing with staff H&S issues and leading investigations into potential breeches of H&S, accidents etc
- Previously arranged training for staff and supplier vendor days
- Processing payments including credit, debit and online payments.
Senior Clerk / Supervisor
Grattan PLC
1993 - 2007
- Promoted to coach and assist 250 Customer Service Advisors (CSA’s) with complex queries
- Co-ordinated internal departments and external suppliers to resolve complex queries.
- Identified training needs of CSA’s
- Authorised refunds and adjustments above CSA level
- Composed letters on behalf of the MD to resolve customer complaints
- Delivered an excellent level of customer service to irate and upset customers
- Deputised for Team Leader, supervising 50 staff
- Investigated fraudulent activities on accounts
- Trained staff on behalf of team leaders
Quality Performance /Part time Instructor (PTI)
Grattan PLC
2001 - 2004
- Promoted to train and coach new members of staff
- Identified training needs of CSA’s (Customer Service Advisors)
- Motivated new CSA’s to gain confidence in dealing with customers and other members of staff
- Supported CSA’s with in-depth enquiries
- Guided CSA’s through quality control – listened in on calls and gave written feedback
- Assisted with training new members of staff
Customer service advisor
Grattan PLC
1998 - 2001
- Selected to resolve customer queries in a busy call centre
- Answered complex and detailed customer account queries
- Collaborated with internal and external departments to solve customer problems
- Guided customers through company trading procedures
- Strengthened customer relations through empathy and understanding
Order entry/first order clerk
Grattan PLC
1997 - 1998
- Processed customer orders accurately
- Offered further incentives to enhance sales
- Approved first orders via secure credit checks
Sales and service advisor
Grattan PLC
1993 - 1997
- Chosen to develop and instigate a trial returns service
- Liased closely with suppliers and carriers, cultivating excellent relationships
- Optimised customer satisfaction
- Produced training manuals and accompanying exercises
Education
Thornton Grammar School
Skills
- Strong ability to complete sales and order processing with both phone orders and online ordering systems in a fast-paced environment
- Team collaboration
- Retail software proficiency
- Team leadership
- Active listening with the customers needs at the for front of every interaction
- First aid and Mental Health first aid trained
Further Training
- Windows XP, Excel
- Health & Safety
- Metal Health First Aid
- First Aid trained
- Fire Warden trained
Timeline
Team Leader
Trycare
2017 - Current
Customer service advisor
Trycare
2007 - Current
Senior Clerk / Supervisor
Grattan PLC
1993 - 2007
Quality Performance /Part time Instructor (PTI)
Grattan PLC
2001 - 2004
Customer service advisor
Grattan PLC
1998 - 2001
Order entry/first order clerk
Grattan PLC
1997 - 1998
Sales and service advisor
Grattan PLC
1993 - 1997
Thornton Grammar School