Kerri Mansell
Customer Resolution Team Leader
Leaden Roding,Essex
Summary
A highly skilled professional with expertise in leadership excellence and personnel motivation, demonstrating a strong ability to work under pressure while maintaining health and safety adherence. Known for creative visioning and effective training of staff members, ensuring organised operations and confidentiality in handling customers' data. Adept at managing sensitive complaints with a strong communication style, excelling both independently and within team environments. Committed to leveraging these competencies towards achieving organisational goals and enhancing customer satisfaction.
Overview
29
29
years of professional experience
8
8
years of post-secondary education
Work history
Customer resolution officer
Marston holdings
Old Harlow, Essex
04.2023 - Current
- Increased operational efficiency by streamlining administrative processes.
- Executed assigned duties responsibly, thus meeting departmental expectations consistently.
- Improved team efficiency with regular training sessions.
- Assisted during special events and large-scale operations, ensuring the smooth running of activities.
- Performed thorough investigations in regards to the customer's complaint and achieved a good outcome
- Handled sensitive information with discretion and professionalism.
- Worked diligently under pressure whilst preserving high-quality output.
- Maintained high standards of personal conduct, contributing to a positive work environment.
- Collaborated with colleagues for effective teamwork. Always offer to take the urgent complaints.
- Prepared notices, plans and charts to support presentations to attend the debt clinic.
- Performed a dual role and managed time effectively and promptly.
Dispensary assistant
Writtle Surgery
Writtle, Essex
02.2021 - 05.2024
- Provided excellent customer service resulting in repeat patronage.
- Streamlined operations by organising pharmacy supplies efficiently.
- Advised customers on over-the-counter medicines, leading to informed choices.
- Checked off dispensed prescriptions against orders to minimise discrepancies.
- Improved patient care by providing accurate medication information and advice.
- Transferred calls and managed queries efficiently, enhancing customer satisfaction.
- Assisted pharmacists with dispensing prescriptions, ensuring swift customer service.
- Assisted in inventory management tasks, reducing instances of stock shortage.
- Prepared dosset boxes for patients, enabling them to manage their medication effectively.
- Participated in training sessions regularly to stay updated on medical advancements.
- Enhanced customer trust through discreet handling of sensitive information.
- Coordinated with team members for smooth workflow during peak hours.
- Greeted customers and provided friendly, knowledgeable healthcare advice and service.
- Counted and labelled prescriptions with correct item and quantity.
- Answered telephones and provided information about order status, shop hours and pharmacy procedures.
- Received incoming controlled drug supplies, storing within correct, secure locations.
Head receptionist team leader
Hatfield Heath Surgery
Hatfield Heath, Essex
02.2014 - 03.2021
- Oversaw stock control of office supplies to guarantee uninterrupted operational flow.
- Handled cash transactions accurately when required, reinforcing trust in financial dealings at the front desk.
- Developed rapport with regular clients to foster loyalty and repeat business.
- Supervised other reception staff to ensure high standards of service delivery were consistently met.
- Contributed to team efforts by providing back-up support as needed, fostering a collaborative work environment.
- Organised staff schedules for optimal coverage during peak hours.
- Coordinated appointments, ensuring smooth operations of the front office.
- Trained new hires on company policies, improving team cohesion and understanding of job roles.
Party planner manager
Self employed
essex, essex
02.2008 - 02.2021
- Designed innovative themes based on client preferences, creating unique experiences for each event.
- Boosted client satisfaction with effective communication and careful attention to detail in planning stages.
- Created bespoke decoration concepts for enhancing the visual appeal of venues.
- Performed administrative tasks including invoice processing, record keeping and correspondence management.
- Managed event timelines to ensure smooth execution of party plans.
- Oversaw staff performance at events, promoting efficiency and professionalism.
- Delivered exceptional customer service by understanding and fulfilling customer requirements for parties.
Tui team leader
Tui
London, London
04.1996 - 02.2001
- Conducted regular performance reviews to identify areas of improvement for each team member.
- Fostered a high-performing environment to drive productivity and quality.
- Improved customer satisfaction through close collaboration with the team.
- Coordinated daily tasks, ensuring smooth workflow within the team.
- Resolved conflicts effectively, promoting harmony within the workforce.
- Increased team cohesion by implementing regular feedback sessions.
- Handled employee grievances professionally, minimising potential workplace disputes.
- Trained staff to resolve complaints appropriately to maintain customer satisfaction.
Education
NVQ Level 3 - Travel
NVQ Travel
London 04.1998 - 10.2000
NVQ Level 2 - Pharmacy
NVQ Dispensary
Essex 04.2016 - 03.2020
NVQ Level 3 - Hairdressing
Hairdressing
Essex 12.2008 - 04.2010
Skills
- Leadership excellence
- Personnel motivation
- Creative visioning
- Health and Safety adherence
- Work under pressure
- Training staff members
- Handling customers' data confidentiality
- Skilled in handling sensitive and complex complaints
- Strong communicator with customers and colleagues
- Orgainised
- Works well independently and within a team
Accomplishments
Several customer compliments and recognition of handling their complaints.
References
References available upon request.
Timeline
Customer resolution officer
Marston holdings
04.2023 - Current
Dispensary assistant
Writtle Surgery
02.2021 - 05.2024
NVQ Level 2 - Pharmacy
NVQ Dispensary
04.2016 - 03.2020
Head receptionist team leader
Hatfield Heath Surgery
02.2014 - 03.2021
NVQ Level 3 - Hairdressing
Hairdressing
12.2008 - 04.2010
Party planner manager
Self employed
02.2008 - 02.2021
NVQ Level 3 - Travel
NVQ Travel
04.1998 - 10.2000
Tui team leader
Tui
04.1996 - 02.2001
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