Lauren Fleming
Nottingham,Nottinghamshire
Summary
Experienced Customer Service Advisor with 6 years within this industry. Excellent reputation for resolving problems and improving customer satisfaction.
I am a focused Customer Service Representative skilled in customer relationship and sales. Providing unsurpassed support to demanding customers. I am polite and professional with strong communication and multitasking skills.
I am experienced in resolving customer complaints within company guidelines and using my own initiative.
I love to take on challenges within my role to widen my experience further with a passion for consistently improving numbers, enhancing knowledge and exceeding expectations.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
Work history
Customer Service Advisor
Student Roost Student Accommodation
Nottingham
2023.11 - 2024.02
- Offered accurate advice on solutions for concerns and complaints.
- Built customer rapport by providing friendly, genuine service, increasing customer retention.
- Secured reception area and deposited belongings from delivery drivers.
- Input bookings into computer system at reception.
- Completed reception duties to manage inbound and outbound correspondence.
- Established warm, welcoming reception areas to provide positive first impressions.
- Provided positive visitor experiences through friendly reception service.
- Provided professional and customer focused reception to all users.
Care Assistant
Personal (Family)
Nottingham
2022.11 - 2023.10
- Prepared nutritionally-balanced meals and assisted with feeding to guarantee wellbeing of individuals under care.
- Maintained hygiene standards, cleaning and clearing patient rooms according to ward protocol.
- Provided attentive first-hand care, comfort and safety to patients.
- Monitored individual's physical and emotional wellbeing, promptly reporting changes and providing suggestions for care plan adjustments.
- Adapted to service users' needs and requests to maintain personalised care.
- Successfully positioned, lifted and moved patients from bed into wheelchairs, applying safe handling techniques.
- Assisted with rehabilitative care following treatment plans established by health professionals.
- Ensured patients took all medications as prescribed by their doctor, recording details of timings and side effects.
Student Finance Advisor
Nottingham College
Nottingham
2021.07 - 2022.10
- Contacted individual students to collect and verify required information.
- Served as first point-of-contact via email, zoom and in-person student enquiries.
- Safeguarded student data with stringent adherence to privacy and data security protocols.
- Advised students regarding student loan requirements, options and repayment plans.
- Kept updated on changing financial trends and legislation.
- Scheduled meetings with students and faculty to support application and enrolment processes.
- Followed established processes related to student financial aid and application requirements.
Customer Service Advisor
XMA Ltd
Nottingham
2020.10 - 2021.05
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Managed high-volume customer enquiries across various channels, delivering helpful, timely and professional service.
- Recorded and processed customer data accurately.
- Maintained up-to-date client records in database systems.
- Managed daily calls, taking orders and escalated cancellations.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Operated switchboard systems successfully to manage high call volumes.
- Adhered strictly to policies and procedures for continued company compliance.
Care Assistant
Respectful Care
Nottingham
2019.12 - 2020.09
- Implemented infection control measures, prioritising the health and safety of clients.
- Offered palliative care to patients with serious and terminal illnesses.
- Reported on clients' progress to evaluate service impact.
- Liaised with healthcare team members to ensure continuity of care for clients.
- Safely lifted, transferred and repositioned service users using hoists and wheelchairs.
- Administered oral and topical medication following instructions from medical personnel.
- Delivered personal care to service users, from housekeeping to shopping and meal preparation.
- Adapted to diverse care requirements, catering to individual preferences and health conditions.
Customer Service Advisor
E.ON
Nottingham
2017.10 - 2019.11
- Maintained excellent working relations with numerous external clients, providing timely quotes and shipping information.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
- Followed scripts when answering common customer questions.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
999 Call Handler
BT
Nottingham
2017.03 - 2017.10
- Transferred calls and provided accurate information to callers professionally and courteously.
- Used strategic questioning to extract important details from callers to help plan responsive action.
- Demonstrated compassion, emotional resilience and respect to handle high volume of emergency calls.
- Handled customer queries focused on first-call resolution.
- Logged emergency call information on electronic system for accurate reporting.
- Listened actively to caller concerns, questions and priorities.
- Recorded and relayed accurate information about emergency situations.
- Used calm phone manner to develop rapport and extract as much information as possible.
- Operated switchboards, answering and forwarding incoming telephone calls.
Education
GCSEs -
Dayncourt School
2006.09 - 2011.06
Skills
- Microsoft Office Suite
- Customer relations
- Data confidentiality
- Advanced product knowledge
- CRM
- Office 365 usage
- Customer experience
- Dispute resolution
- Call prioritisation and transfers
- 999 call management
- Automatic Call Distribution systems
- Safeguarding knowledge
- Meal preparation
- Stoma care
- Care plan management
- Medication administration
- Social care
- Patient observations
- Activities of Daily Living
- Patient handling and positioning
- Elderly care
- Personal care
Timeline
Customer Service Advisor
Student Roost Student Accommodation
2023.11 - 2024.02
Care Assistant
Personal (Family)
2022.11 - 2023.10
Student Finance Advisor
Nottingham College
2021.07 - 2022.10
Customer Service Advisor
XMA Ltd
2020.10 - 2021.05
Care Assistant
Respectful Care
2019.12 - 2020.09
Customer Service Advisor
E.ON
2017.10 - 2019.11
999 Call Handler
BT
2017.03 - 2017.10
GCSEs -
Dayncourt School
2006.09 - 2011.06