Keava Sherlock
Swindon,Wiltshire
Summary
Dedicated professional with exceptional first class customer service skills and a proven ability to work effectively in team environments. Demonstrates creativity and strong telephone communication, alongside multi-tasking and professionalism. Adept at negotiating, listening, and responsive problem solving, with proficient ICT capabilities. Committed to achieving career goals through continuous improvement and excellence in all tasks undertaken.
Overview
11
11
years of professional experience
7
7
years of post-secondary education
Work history
Online Shopper
Sainsburys Supermarket
Swindon, Wiltshire
2020.10 - 2026.01
- Picking and packing customers online orders by ensuring deadlines are met for delivery times and dates.
- Maintained up-to-date knowledge of product information and promotions with regular training sessions.
- Improved customer satisfaction by promptly addressing and resolving issues.
- Also stocking and replenishing the store, helping and building rapport with customers.
- Managed high volume orders for fast and efficient customer service.
- Worked meticulously to ensure order accuracy, reducing return rates significantly.
- Recommended alternatives for outdated, expired and out of stock products.
- Followed company standards and paid careful attention to customer requests.
- Worked quickly to pack orders and minimise product damage or shifting.
- Trained new hires in picking and packing techniques, which, in turn, cut processing times
Customer Services Advisor
Arval Vehicle Leasing
Swindon, Wiltshire
2022.02 - 2022.09
- First point of contact in customer facing position.
- Responsible for general account management,
- Booked in vehicle returns.
- Guided customers through troubleshooting process with patience and clarity.
- Built rapport with clients through empathetic handling of concerns.
- Logged customer complaints accurately, expedited corrective actions effectively.
- Recorded and processed customer data accurately.
- Transferred customer calls to respective department or personnel to address specific issues.
- Recorded customer communications to maintain proper documentation.
- Registered and updated accurate customer information on database.
- Exceeded KPI targets when providing customer support via phone, email and chat.
- Set up appointments for customers and entered work tickets to obtain needed services for clients.
Store Stock Assistant (Temp post during Covid)
Aldi Supermarket
Swindon, Wiltshire
2020.09 - 2020.09
- Stocking and replenishing the store, working as part of a team.
- Assisted customers with queries.
- Sourced required inventory items and aligned replenishment with warehouse needs.
- Used automated and hand-operated scanners to maintain comprehensive product inventories.
- Transferred between stores and assisted closing down of one store for refurbishment.
Customer Services Advisor
Oak Furniture Land
Swindon, Wiltshire
2020.08 - 2020.08
- Responded to difficult situations calmly, gained trust of aggrieved customers.
- Assisted customers in product selection to boost sales.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Transferred customer calls to respective department or personnel to address specific issues.
- Tracked orders and processed refunds for new and existing customers.
- Assisted customers with product complaints, logging issues for investigation and providing replacement items.
- Maintained excellent working relations with numerous external clients, providing timely quotes and shipping information.
- Assisted customers with additional retail services, including alterations, special orders and item loans.
- Ensured timely delivery of goods by efficiently coordinating with logistics teams.
- Dealt with customer queries professionally to ensure satisfaction and prompt payment.
Customer Service Advisor
Advanced Insurance Agencies Ltd
Swindon, Wiltshire
2019.12 - 2020.07
- Customer service which included relationship building with new and current clients.
- Coordinated with insurance companies for seamless claim processing.
- Analysed insurance policies to determine coverage limits.
- Processed insurance claims, improved office productivity.
- Managed client accounts for enhanced customer satisfaction.
Senior Customer Service Consultant
Nationwide Building Society
Swindon, Swindon
2016.03 - 2019.12
- In-house fraud and visa dispute trained.
- Managed complex customer queries, ensuring a satisfactory resolution.
- Handled difficult customers calmly, maintaining a positive environment.
- Delivered professional and courteous service, enhancing company reputation.
- Contributed to team success by sharing expertise and knowledge.
- Assessed customer needs accurately, providing relevant solutions.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Liaised with other departments to ensure co-ordination of results met.
- Met KPI targets by delivering comprehensive and consistent service.
- Recorded information about inquiries and complaints within internal database.
Customer Service Assistant
Boots
Swindon, Wiltshire
2015.09 - 2016.02
- Meeting and greeting customers and directing to appropriate sections in store.
- Utilised product knowledge effectively whilst assisting customers with purchases decisions.
- Managed time efficiently during peak hours to limit customer waiting periods.
- Maintained a clean and orderly checkout area, contributing to a pleasant store environment.
- Assisted customers with product inquiries for enhanced shopping experience.
- Improved customer relations by managing customer complaints effectively.
- Collaborated well within a team setting, fostering a positive working atmosphere .
- Organised stock shelves neatly to improve the overall appearance of the shop floor.
- Upheld company policies and procedures consistently for maintained standards of operation.
- Replenished store inventory regularly, monitoring stock demands to appropriately address customer needs.
- Trained new associates on cash register operations, advising on appropriate handling of customer sales, refunds and cashing up.
Belledorm Sales Advisor
House of Fraser
Swindon, Wiltshire
2015.02 - 2015.09
- Display management which also included maintaining a clean, organised retail environment to enhance shopping experience.
- Boosted brand reputation with demonstration of product knowledge.
- Facilitated smooth checkout process, enhancing customer satisfaction levels.
- Attended training sessions regularly to keep abreast with latest sales techniques.
- Processed transactions swiftly using point-of-sale systems to minimise waiting times for customers.
Education
Level 3 Health and Social Care QCF - Health and Social Care
New College
Swindon 2013.09 - 2015.07
GCSE - Sociology
Lydiard Park Academy
2008.01 - 2013.01
Skills
- First class customer service skills
- Teamwork
- Creativity
- Telephone communication
- Multi-tasking
- Professionalism
- Negotiating
- Listening
- ICT
- Responsive problem solving
References
Available upon request.
References
References available upon request.
Timeline
Customer Services Advisor
Arval Vehicle Leasing
2022.02 - 2022.09
Online Shopper
Sainsburys Supermarket
2020.10 - 2026.01
Store Stock Assistant (Temp post during Covid)
Aldi Supermarket
2020.09 - 2020.09
Customer Services Advisor
Oak Furniture Land
2020.08 - 2020.08
Customer Service Advisor
Advanced Insurance Agencies Ltd
2019.12 - 2020.07
Senior Customer Service Consultant
Nationwide Building Society
2016.03 - 2019.12
Customer Service Assistant
Boots
2015.09 - 2016.02
Belledorm Sales Advisor
House of Fraser
2015.02 - 2015.09
Level 3 Health and Social Care QCF - Health and Social Care
New College
2013.09 - 2015.07
GCSE - Sociology
Lydiard Park Academy
2008.01 - 2013.01