Laura Mclean
Dundee,Dundee City
Summary
Dedicated professional with expertise in customer service, specialising in email correspondence, payment system operations, and complaint management. Demonstrates strong skills in data entry speed, order processing, and maintaining data confidentiality. Known for exceptional customer focus and empathy, ensuring a positive client experience through comprehensive product knowledge and telephone etiquette. Committed to enhancing operational efficiency and customer satisfaction.
Friendly and driven individual with highly developed communication and problem-solving skills. Proficient in providing exceptional customer service and handling inquiries with patience and understanding. Committed to making positive impact.
Overview
11
11
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work history
Customer advisor
HMRC
Dundee, Dundee City
2006.09 - 2012.02
- Implemented feedback from claimants to enhance service delivery.
- Demonstrated various claim options to support informed decision-making by customers.
- Assisted claimants in navigating grief and comprehending processes for amending claim details.
- Escalated unresolved issues within appropriate channels guaranteeing timely resolution.
- Stayed updated on company policies, enabling accurate information dissemination to customers.
- Collaborated closely with colleagues to resolve complex customer issues swiftly.
- Managed large volumes of incoming calls for efficient customer service operations.
- Maintained high-level product knowledge for accurate advice and recommendations.
Customer service advisor
BT
Dundee, Dundee City
2001.08 - 2006.08
- Guided customers through troubleshooting processes with clarity and patience.
- Resolved customer issues effectively, promoting repeat business.
- Assisted customers in selecting products to enhance sales.
- Recorded and processed customer data accurately.
- Investigated customer issues to find acceptable conclusion and prevent recurrence.
- Responded to difficult situations calmly, gained trust of aggrieved customers.
- Coordinated with other teams to resolve multi-faceted client problems swiftly.
- Participated in conflict resolution sessions for better team cooperation.
Education
GCSEs - Various subjects
Bell Baxter High School
Cupar, Fife 1994.08 - 1999.06
SVQ Level 3 - Animal care (horses)
Craigie Farm
Fife 1999.10 - 2001.03
Skills
- Email correspondence
- Data entry speed
- Payment system operations
- Customer focus
- Empathy and understanding
- Complaint management
- Customer Service
- Product expertise
- Product knowledge
- Order processing
- Data confidentiality
- Telephone etiquette
Affiliations
- Crafting
- Building
- Garden Design
Certification
I hold a full driving license with no penalties.
Projects to be proud of.
Whilst having spare time in recent years I have thrown myself into home projects, whether that be repairs or change of decor. This includes building my own fully functional and insulated garden room from scratch complete with a flower wall feature.
I am currently working on an outdoor kitchen, pictures very much available upon request.
I am very craft and very driven.
References
References available upon request.
Timeline
Customer advisor
HMRC
2006.09 - 2012.02
Customer service advisor
BT
2001.08 - 2006.08
SVQ Level 3 - Animal care (horses)
Craigie Farm
1999.10 - 2001.03
GCSEs - Various subjects
Bell Baxter High School
1994.08 - 1999.06