Hi, I’m
Laura Yates
Customer Service
Wakefield,West Yorkshire
It is never too late to be what you might have been.
George Eliot
Summary
Dedicated individual motivated to improve service satisfaction and contribute to overall company success. Well-developed communicator versed in broadband solutions. Dedicated with 3 years of customer service experience within dynamic, fast-paced industry environments. Excellent interpersonal skills aiding positive professional relationships for recurring business and guaranteed customer satisfaction. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
4
years of professional experience
7
years of post-secondary education
Work history
Prospects PlcWakefield, West Yorkshire
Bartender
07.2021 - 01.2022
Job overview
- Thoroughly cleaned bar areas, delivering positive first impressions to guests and maintaining impeccable hygiene standards.
- Engaged with guests to create positive rapport, encouraging loyalty and repeat visits.
- Retained in-depth bar and menu item knowledge, providing expert recommendations to suit guest taste.
- Followed safe serving requirements, monitoring guest behaviour and discontinuing service to inebriated customers.
- Greeted customers by name, remembering drinks selections and special requests to provide attentive, personalised service.
- Collected cash payments, processing and providing correct change and receipts using Point Of Sale (POS) systems.
- Provided efficient food and drinks service for high levels of customer satisfaction.
- Maintained knowledge of drinks promotions, pricing and menu changes, offering customers up-to-date, reliable advice.
- Attended tables regularly to check customer needs were met, promptly processing additional food and drink orders.
- Performed bar closing duties, thoroughly cleaning, sanitising and replenishing stock.
- Created friendly, welcoming atmosphere to encourage positive guest experiences, prolonging visits to increase profitability.
- Addressed and escalated customer complaints to amplify guests' experience.
Kinex Business ServicesLeeds, West Yorkshire
Telesales Advisor
06.2018 - 01.2020
Job overview
- Generated 75+ new leads per month to maximise broadband sales.
- Generated, maintained and updated list of potential sales leads.
- Managed objections by demonstrating effective deescalation techniques and interpersonal skills over phone.
- Skilfully managed customer expectations by actively listening to product needs and issues and recommending practical solutions.
- Developed excellent understanding of company products and services to confidently manage queries regarding product specifications and pricing.
- Achieved 50% conversion rate with comprehensive product knowledge and tailored packages to suit individual customer needs.
- Translated calm and friendly disposition through telephone calls with up to 100 customers daily.
Education
Open Study CollegeRemote Learning
NVQ Level 3 from Animal Behaviour
06.2022 - 06.2023
Open Study CollegeRemote Learning
NVQ Level 3 from Zoology
07.2022 - 06.2023
Learning CurveWakefield
BTEC Level 2 from Public Services
09.2016 - 06.2018
Outwood AcademyWakefield
GCSEs from English
09.2011 - 06.2016
Outwood AcademyWakefield
GCSEs from Science
09.2011 - 06.2016
Outwood AcademyWakefield
BTEC Level 2 from IT
09.2011 - 06.2016
Outwood AcademyWakefield
BTEC Level 2 from Engineering
09.2014 - 06.2016
Outwood AcademyWakefield
BTEC Level 1 from Business
09.2011 - 06.2014
Outwood AcademyWakefield
GCSEs from Art and Design
09.2011 - 06.2016
Skills
- Telesales techniques
- Sales negotiating
- Sales enquiry handling
- POS systems expert
- Complaint resolution
- Sales expertise
- Customer loyalty building
- Inventory control
- Written and verbal communication skills
- Basic computer knowledge
- Problem solver
- Outstanding customer service
- Stock management
- Microsoft Office
- Telephone skills
- Adaptive team player
Languages
English
Native
Availability
See my work availability
Not available
Available
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
morning
afternoon
evening
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Timeline
Open Study College
NVQ Level 3 from Zoology
07.2022 - 06.2023
Open Study College
NVQ Level 3 from Animal Behaviour
06.2022 - 06.2023
Bartender
Prospects Plc
07.2021 - 01.2022
Telesales Advisor
Kinex Business Services
06.2018 - 01.2020
Learning Curve
BTEC Level 2 from Public Services
09.2016 - 06.2018
Outwood Academy
BTEC Level 2 from Engineering
09.2014 - 06.2016
Outwood Academy
GCSEs from English
09.2011 - 06.2016
Outwood Academy
GCSEs from Science
09.2011 - 06.2016
Outwood Academy
BTEC Level 2 from IT
09.2011 - 06.2016
Outwood Academy
BTEC Level 1 from Business
09.2011 - 06.2014
Outwood Academy
GCSEs from Art and Design
09.2011 - 06.2016
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