Kaitlin Smith
Grangemouth,Falkirk
Summary
Confident and Customer Focused Professional with over 3 years experience in high volume call centre environments , handling billing enquires , complaints, accounts issues, and sales.
skilled in dealing with challenging situations , resolving customers concerns and delivering excellent customer service under pressure.
a reliable and approachable team member who thrives in fast aced environments and is always keen to learn new systems and processes . now seeking an opportunity to further develop my customer service skills within a supportive and progressive organisation.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Work history
Call centre agent
EE/BT
FALKIRK, STIRLINGSHIRE
2021.03 - Current
Outlined primary duties
- handling high volumes of inbound calls daily
- managing complex billing queries and payment issues
- supporting customers with lost/stolen devices and account security
- resolving complaints efficiently while maintaining proffesionalism
- investigating order delays and service problems
- retaining customers through effective problem solving
professional achievements
- progressed from complaints handling into mobile billing specialist role
- developed strong resilience and communication skills in a high pressure environment
Modern apprentice
New Look
Falkirk, stirlingshire
2019.07 - 2019.09
- unpacking and processing new stock deliveries
- merchandising clothing on the shop floor
- tagging sale items and pricing stock
- assisting customers with purchases and queries
- maintaining store presentation and cleanliness
Crew member
McDonald's
Grangemouth, Falkirk
2018.08 - 2019.06
- Delivered fast friendly customer service
- prepared food orders to company standards
- maintained cleanliness across restaurant areas
- managed busy service periods efficiently
- worked as part of a large team in a fast paced environment
work experience placement
Rannoch Nursery
Grangemouth, stirlingshire
2017.03 - 2017.05
- supported children with daily activities
- assisted with lunch preparation
- encouraged play and learning development
- helped maintain a safe clean environment
Education
SVQ Level 4 - English .Math. History .P.E. Home economics . Chemistry
Grangemouth high school
Grangemouth, Falkirk 2013.08 - 2017.04
Scotts Course - careers pathway course completed
forth valley college
falkirk 2016.01 - 2016.08
Skills
Key Skills
- customer service and complaint resolution
- confident telephone manner
- sales and upselling
- handling difficult conversations
- billing and account queries
- problem solving
- team work
- organisation and time management
- working under pressure
- IT systems and call handling software
additional information
Full UK right to work
flexible and reliable
interests include cycling , spending time with family and personal development
Timeline
Call centre agent
EE/BT
2021.03 - Current
Modern apprentice
New Look
2019.07 - 2019.09
Crew member
McDonald's
2018.08 - 2019.06
work experience placement
Rannoch Nursery
2017.03 - 2017.05
Scotts Course - careers pathway course completed
forth valley college
2016.01 - 2016.08
SVQ Level 4 - English .Math. History .P.E. Home economics . Chemistry
Grangemouth high school
2013.08 - 2017.04