Kimberley Muffitt
Huddersfield,kirk
Summary
Dedicated customer service professional with extensive experience in telecommunication tools usage, complaint handling techniques, and remote user assistance. Demonstrates exceptional communication proficiency, empathetic understanding, and a positive attitude while meeting performance metrics and achieving targets. Skilled in data entry efficiency, order processing, and live chat support with a strong focus on selling to customers' needs and adhering to company policies. Committed to continuous improvement through up-to-date technical knowledge and flexible multitasking abilities. Career goal includes advancing within the customer service field to leverage expertise in enhancing customer satisfaction and operational efficiency.
Overview
7
7
years of professional experience
Work history
Call centre representative
Lowell Financial
Leeds, West Yorkshire
03.2023 - Current
- Followed all communication procedures, guidelines, and policies to maintain consistency.
- Utilised effective communication skills for clear and concise information delivery.
- Supported colleagues during peak times to manage call flow smoothly.
- Demonstrated proactive approach by promptly resolving customer complaints.
- Enhanced customer experience by delivering personalised service.
- Promoted additional products or services according to the client's needs.
- Managed high volume of incoming calls, providing efficient customer service.
- Handled escalated calls calmly, ensuring satisfactory resolution without further escalation.
- Exhibited strong multitasking abilities whilst handling simultaneous projects.
- Facilitated positive customer interactions through active listening and patience.
- Tailored solutions for customers' specific needs to improve relationship management.
- Built rapport with customers on each call, establishing a positive company image.
- Maintained professional composure under stressful conditions, prioritising customer satisfaction.
Call centre representative
Sky betting and gaming
Leeds , West Yorkshire
03.2018 - 03.2022
- Exhibited strong multitasking abilities whilst handling simultaneous projects.
- Supported colleagues during peak times to manage call flow smoothly.
- Enhanced customer experience by delivering personalised service.
- Teamed up with other departments for swift problem-solving situations.
- Followed all communication procedures, guidelines, and policies to maintain consistency.
- Developed product knowledge with regular training sessions to answer queries effectively.
- Maintained professional composure under stressful conditions, prioritising customer satisfaction.
- Handled high call volumes with accuracy and efficiency for optimum productivity.
- Handled customer queries focused on first-call resolution.
- Maintained call centre efficiencies, ensuring clear, effective communication with all departments.
- Provided accurate, consistent and meaningful advice to customers to boost retention.
- Optimised customer experience by tailoring responses to individual needs.
Skills
- Billing process familiarity
- Understanding of company policies
- Data entry efficiency
- Efficient typing speed
- Up-To-Date technical knowledge
- Complaint handling regulations
- Call navigation proficiency
- Target achievement
- Chat support experience
- Selling to customers needs
- Technical support provision
- Telecommunication tools usage
- Meeting performance metrics
- Remote user assistance
- Script adherence
- Communication proficiency
- Telephony expertise
- Touch typing speed
- Empathetic understanding
- Order processing
- Assertiveness
- Complaint handling techniques
- Customer communication
- Email and live chat support
- Logging call information
- Positive attitude
- Flexible
- Customer Service
- Multitasking
- Customer needs analysis
- Live chat
- Quality assurance checks
Affiliations
- Traveling
- Learning about history & Cultures
- Art & Design
Timeline
Call centre representative
Lowell Financial
03.2023 - Current
Call centre representative
Sky betting and gaming
03.2018 - 03.2022
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