Summary
Overview
Work history
Education
Skills
Timeline
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Kate Kelsey

Hornchurch,Essex

Summary

Most of the roles I have worked in have been customer service related. Whether it be customer facing or not. I am a hard working individual who prides myself in excellent customer service skills as well as good time management.

Overview

6
6
years of professional experience
5
5
years of post-secondary education

Work history

Call centre manager

Connect & Save
Romford, Essex
09.2021 - Current
  • Improved call centre operations by hiring efficient, hardworking and knowledgeable staff.
  • Managed objections by demonstrating effective deescalation techniques and interpersonal skills over phone.
  • Dealt with complex complaints and angry customers professionally and politely, resolving issues with effective solutions.
  • Monitored staff performance and identified training needs, increasing call centre profitability.
  • Provided excellent customer service, upholding high level of customer satisfaction.
  • Maintained excellent time management skills to meet sales volumes within agreed timescales.
  • Received incoming direct sales enquiries via phone, website, email and referral partners.

Waitress assistant

Top Meadow Golf Club
Bulphan, Thurrock
10.2022 - 01.2023
  • Served meals and drinks with professionalism and skill, maintaining high presentation and quality standards.
  • Delivered outstanding customer service in line following departmental protocols.
  • Created friendly, welcoming atmosphere to encourage positive guest experiences, prolonging visits to increase profitability.
  • Greeted and escorted guests to tables.
  • Provided friendly, courteous service, maximising positive customer satisfaction ratings.
  • Attended tables regularly to check customer needs were met, promptly processing additional food and drink orders.
  • Checked in with customers during meals to check orders were received correctly and met guests' expectations.

Call centre advisor

Rainbow Connected
Upminster , Essex
09.2018 - 07.2021
  • Successfully handled large number of help desk calls per shift with excellent troubleshooting skills.
  • Consistently achieved average call duration and service quality targets.
  • Improved data accuracy by effectively navigating and updating Zendesk records.
  • Converted enquiries by employing effective negotiation and persuasion skills.
  • Achieved monthly revenue targets in dynamic and competitive sales environment.
  • Provided excellent customer service to resolve customers queries.
  • Used outstanding problem-solving and communication skills to appease dissatisfied customers.

Call centre agent

DST Financial Services
Basildon, Essex
06.2018 - 09.2018
  • Optimised customer experience by tailoring responses to individual needs.
  • Maintained accurate knowledge of current services to provide informative customer advice.
  • Planned and delivered customer service training, boosting satisfaction levels.
  • Used targeted questioning techniques to determine customer needs and appropriate support.

Education

GCSEs - Eng, Maths, Sci, IT/IS.

The Albany School
Hornchurch, Essex
09.1995 - 05.2000

Skills

  • Excellent Customer service Skills
  • Good time management
  • Complaint management
  • Customer and client relations
  • Personable and outgoing
  • Professional and smart presentation
  • Attention to detail
  • Active listening
  • Open and clear communicator

Timeline

Waitress assistant

Top Meadow Golf Club
10.2022 - 01.2023

Call centre manager

Connect & Save
09.2021 - Current

Call centre advisor

Rainbow Connected
09.2018 - 07.2021

Call centre agent

DST Financial Services
06.2018 - 09.2018

GCSEs - Eng, Maths, Sci, IT/IS.

The Albany School
09.1995 - 05.2000

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