Katie Barlow
Harrogate,North Yorkshire
Summary
Customer focused complaints and resolution specialist with extensive experience managing customer enquiries, investigating complaints and delivering fair, effective outcomes.
Recently promoted from Customer Care Liaison to Customer Complaints Resolution Advisor in recognition of strong performance, professionalism and ability to resolve complex customer issues.
Skilled in complaint investigation, case ownership and written communication, with a proven track record of building customer trust and maintaining high levels of satisfaction.
highly experienced in working in environments where accuracy, empathy and attention to detail are highly important.
Overview
1
1
Certification
9
9
years of post-secondary education
13
13
years of professional experience
Work history
Customer Complaints Resolution Advisor
envirovent ltd.
Harrogate, North Yorkshire
2025.04 - Current
- Promoted from Customer Care Liaison after demonstrating exceptional performance, professionalism and a consistent ability to deliver outstanding customer service.
- Be a single point of contact to investigate and resolve complex customer complaints from initial contact through to final resolution.
- Gather and assess information from customers and internal teams to establish facts and deliver fair outcomes.
- Produce professional written responses and maintain accurate case records.
- Manage escalated cases whilst ensuring compliance with company procedures.
- Liaise with multiple departments to achieve timely resolutions and improve customer experience.
- Identify root causes of recurring issues and support service improvements.
Customer Care Liaison
envirovent ltd.
Harrogate, North Yorkshire
2023.04 - 2025.04
- Managed an average of 70 customer enquiries per day via telephone, email and CRM systems.
- Processed orders, warranties and service requests accurately and efficiently.
- Acted as the key point of contact between customers and operational teams.
- Resolved customer issues quickly whilst maintaining high levels of customer satisfaction.
- Maintained accurate customer records and followed internal processes and procedures.
- Recognised for strong customer service performance, leading to promotion into the Complaints Resolution team.
Earlier Career – Hairdressing & Self-Employment
Wills and Parker / Self Employed
Harrogate, North Yorkshire
2013.09 - 2023.04
- Built and maintained strong customer relationships through excellent service and communication.
- Managed appointments, customer records and day-to-day administration.
- Handled customer enquiries and resolved concerns professionally and effectively.
- Successfully ran a self-employed business, managing scheduling, stock control and supplier relationships.
- Developed strong organisational, problem-solving and interpersonal skills in a fast-paced customer-facing environment.
Education
GCSE -
St Aidan's Church of England High School
Harrogate, North Yorkshire 2007.09 - 2012.05
GCSE -
Rossett High School
Harrogate, North Yorkshire 2007.09 - 2012.05
Skills
- Complaint Investigation
- Case Management
- Customer Service Excellence
- Problem Solving
- Conflict Resolution
- Stakeholder Management
- Attention to Detail
- Written & Verbal Communication
Certification
- NVQ Level 3 – Hairdressing
- NVQ Level 2 – Hairdressing
- NVQ Level 2 – Barbering
REFERENCES
Available upon request.
Affiliations
- Walking and exploring countryside trails
- Cycling
- Fitness and personal wellbeing
Personal Information
References
References available upon request.
Timeline
Customer Complaints Resolution Advisor
envirovent ltd.
2025.04 - Current
Customer Care Liaison
envirovent ltd.
2023.04 - 2025.04
Earlier Career – Hairdressing & Self-Employment
Wills and Parker / Self Employed
2013.09 - 2023.04
GCSE -
St Aidan's Church of England High School
2007.09 - 2012.05
GCSE -
Rossett High School
2007.09 - 2012.05