KATIE MANN
Swindon
Summary
As a dedicated and passionate Customer Service Agent at Thames Water, I thrive in delivering exceptional service by resolving customer queries efficiently and accurately. My strong problem-solving skills, resilience in challenging situations, and proactive approach allow me to consistently provide first-time resolutions. I pride myself on my professionalism, maintaining a positive and approachable demeanor with both customers and colleagues. In addition, I am adaptable and supportive, contributing to team success by offering guidance to new agents and creating a collaborative environment. My communication skills are exceptional, enabling me to manage escalated situations with ease, and my effective time management ensures all tasks are completed on schedule.
Overview
3
3
years of professional experience
2024
2024
years of post-secondary education
Work history
Billing Escalations Agent
Thames Water
Swindon, Wiltshire
02.2025 - Current
- Handled escalated customer contacts and resolved complaints across voice and digital channels.
- Delivered first-time resolutions with accuracy, ensuring customers can trust us.
- Managed escalations within the agreed SLA and contributed to Thames Water's vision to exceed customer expectations.
- I have stepped up on escalations, ensuring that I support my team and take the lead when making decisions.
- I have maintained a resolution rate of 100% since joining the team.
- Have taken on other work to help the team and further my knowledge of our policies, such as manual adjustments, leak allowances, and adjusting tariffs.
- Managed customer complaints by actively listening, empathizing, and providing suitable resolutions to keep the customers' trust in us as a company.
- Developed and maintained relationships with customers through exceptional service and follow-up communication.
- Listened to individual complaints with an open mind and asked detailed questions to understand issues.
- Demonstrated resilience and professionalism in a high-pressure environment.
- Demonstrated in-depth knowledge of BCC processes and systems to resolve escalations effectively.
- Have been stepping up on the team as specialist for multiple weeks. This has included supporting the team, completing dip checks for the whole team and completing leak allowances and manual adjustments
- Always making sure all the tasks are up to date and there are no overdue
- Using my soft skills to resolve the cases which have come in from the help a friend scheme
- Encouraging my team by maintaining a positive attitude and providing immediate feedback to colleagues to ensure there is continuous improvement
- Being adaptable with my approach to different customers and team members
Customer Service Agent
Thames Water
Swindon
02.2024 - 02.2025
- Passionate whilst resolving customer queries to get it right first time
- Using the KPI dashboard to extract low Customer Satisfaction scores to identify trends & coaching opportunities
- Calling low CSAT scoring customers back to provide resolutions
- Being presentable, professional and friendly to colleagues and customers
- Always being there for my colleagues, offering help and support if required
- Using the KPI dashboard to extract repeats data to identify trends and coaching off the back of these and conducting dip checks to confirm this has landed
- Conducted coaching sessions with new tenured colleagues and tailored my approach
- Stepping up for different teams as solely the Team Manager
- Using Amazon Connect Complaints flags function to identify early intervention with colleagues on potential complaining customer calls
- Providing immediate feedback to team members and ensuring rectifications and customer contact has been completed
- Identifying quality monitoring risk insight and conducting coaching and dip checks
- Handling vulnerable customers supporting the Bereavement team
- Achieving continuous Quality Monitoring score of 100% for 4 months continuously
- Becoming the Explain Your Bill & CSAT Champion within the team driving engagement and continuous improvement through sharing best practice & celebrating success
- Highly resilient when facing difficult customer queries
- Proficient in using multiple systems and applications
- Always maintaining a positive attitude with customers and colleagues
- Being adaptable in my role
- Ensured compliance with policies and procedures while keeping customer data secure.
- Maintained technical knowledge and skills to adapt to change and improve customer service delivery.
- Established a warm and friendly rapport whilst interacting with customers by phone.
- Addressed and resolved billing disputes by asking probing questions so I know how to help the customer and can understand the full query.
- Maintained accurate records of customer information ensuring we have the most up to date contact information and lifestyle changes.
Sales Representative
Monument Promotions
Swindon
05.2023 - 01.2024
- Being adaptable as the work location was dynamic
- Training new joiners on the team and supporting them in their development
- Being face to face to potential customers to sell various worthy charities
- Maintaining high levels of organization
- Setting up public stands that were appealing to draw in customers
- Had to be proactive and outgoing with a positive warm attitude
- Managing different customer accounts and ensuring GDPR when handling customer information and data
- Operating in all types of conditions
Education
BSc - Psychology
Bath Spa
BathSkills
- Leadership & Team Management
- High levels of Integrity
- Personable and outgoing
- Emotional intelligence
- Customer satisfaction focused
- Highly Adaptable
- Building positive relationships
- Passionate about customer service
- Time management
References
Available on request
Timeline
Billing Escalations Agent
Thames Water
02.2025 - Current
Customer Service Agent
Thames Water
02.2024 - 02.2025
Sales Representative
Monument Promotions
05.2023 - 01.2024
BSc - Psychology
Bath Spa