LAURA SISSONS
Thornton-Cleveleys,Lancashire
Summary
Dedicated customer service professional with expertise in a relationship management and complaint resolution.
Proven ability to maintain high customer satisfaction scores through effective communication and proactive problem-solving.
Committed to driving service quality improvements that enhance client loyalty and retention.
Overview
16
16
years of professional experience
10
10
years of post-secondary education
Work history
Customer Service Specialist
Laleham Health & Beauty Ltd
Kirkham, Lancashire
2021.03 - 2026.01
- I have quickly established myself as a trusted point of contact for key customer accounts across the UK, Europe and North America. I manage complex order books, forecast demand and work closely with Supply Chain, Procurement and Commercial teams to achieve a minimum 90% OTIF target across all customers.
- Over the last five years, I have consistently maintained a Customer Satisfaction Score above 4 out of 5, outperforming team averages through proactive communication, problem resolution and relationship management.
- I was promoted to Customer Service Specialist following strong performance and dedication whilst being the only member of the team to complete a Level 3 Customer Service apprenticeship, achieving a Distinction after being fast-tracked due to performance.
- I regularly lead process improvements, manage escalations and support account managers to ensure customers receive a reliable, high-quality service that drives retention and repeat business.
Marketing & Media Executive
Unique Estate Agency
Fylde Coast, Lancashire
2018.12 - 2021.02
- Joined Unique Estate Agency at an early stage and worked closely with senior leadership to develop and deliver marketing strategies that directly supported sales growth. I manage the full marketing lifecycle for properties across the Fylde Coast, including photography, videography, floor plans, property descriptions and social media promotion. My work had contributed to the business becoming the number one estate agency in the area, selling more properties per month than its leading competitors combined.
Receptionist & Admissions Support
Norbreck Primary Academy
Thornton-Cleveleys, Lancashire
2016.11 - 2018.12
- Acted as the first point of contact for parents, students, staff and external agencies, managing high volumes of enquiries in a professional and approachable manner. I was responsible for developing and launching the Academy’s social media presence to improve communication and engagement with parents and the wider community. Trusted to handle sensitive information, I worked in line with GDPR, Safeguarding and DBS requirements while maintaining a calm, organised and customer-focused environment.
Reception Team Leader / Sales Co-ordinator
Village Hotel Group
Blackpool, Lancashire
2012.08 - 2016.11
- Started as a Receptionist in a large hotel, golf and spa resort and was promoted to Reception Team Leader within a year, managing rotas, staff performance and Duty Manager shifts with responsibility for the entire site. I later moved into a Sales Co-ordinator role within a target-driven environment, supporting weddings, corporate events and leisure sales. This role involved understanding client needs, building tailored proposals, selling event packages and overseeing delivery, followed by client feedback and repeat booking opportunities.
Retail Sales Assistant
Blueberries
Blackpool, Lancashire
2010.01 - 2012.08
- Worked part-time alongside studies as a personal shopping assistant within a high-end retail environment. Developed strong sales fundamentals including customer engagement, relationship building, product knowledge and repeat business. Trusted to design and implement window and shop-floor displays, gaining early experience in how presentation and marketing directly influence sales performance.
Education
Bachelor of Arts - Digital Photography
UCLan
Preston 2011.09 - 2014.06
A-Levels - Multiple
Blackpool Sixth Form College
Blackpool 2009.09 - 2011.06
NVQ Level 3 - Customer Service Specialist
The Tess Group
London 2023.01 - 2024.03
GCSEs - Multiple
St Aidan’s CofE Technology College
Preesall 2004.09 - 2009.07
Skills
- Customer relationships & retention
- Complaint resolution
- Time efficiency
- Service level agreements & understanding
- Problem solving
- Communication skills
- Team collaboration
REFERENCES
Available upon request
Voluntary Work
- Maths & English Tutor, Kumon, Cleveleys, 2007-10-01, 2009-10-31, Provided additional Maths & English support to children from 5-16 years of age., Followed experiences team members to learn basic and advanced job skills., Listened to directives from senior team members to complete safe, accurate work.
- Kayak & Canoe Instructor, The OAG Group, Fleetwood, 2009-01-01, 2015-10-31, Listened to directives from senior team members to complete safe, accurate work., Interacted professionally with guests, staff and general public., Trained & mentored new volunteers on policies and procedures., Operated equipment following correct procedures & safe practices.
References
Available upon request
Affiliations
- TRAVEL
- SPORT & LEISURE
- PHOTOGRAPHY
Timeline
NVQ Level 3 - Customer Service Specialist
The Tess Group
2023.01 - 2024.03
Customer Service Specialist
Laleham Health & Beauty Ltd
2021.03 - 2026.01
Marketing & Media Executive
Unique Estate Agency
2018.12 - 2021.02
Receptionist & Admissions Support
Norbreck Primary Academy
2016.11 - 2018.12
Reception Team Leader / Sales Co-ordinator
Village Hotel Group
2012.08 - 2016.11
Bachelor of Arts - Digital Photography
UCLan
2011.09 - 2014.06
Retail Sales Assistant
Blueberries
2010.01 - 2012.08
A-Levels - Multiple
Blackpool Sixth Form College
2009.09 - 2011.06
GCSEs - Multiple
St Aidan’s CofE Technology College
2004.09 - 2009.07