Lauren Williams
Merthyr Tydfil
Summary
Accomplished Customer Service Representative of over 10 years, consistently maintaining customer satisfaction and contributing to company success. Motivated professional capable of building productive relationships, resolving complex issues and winning customer loyalty.
Overview
12
12
years of professional experience
Work history
Customer service representative
Marston Holdings
Merthyr Tydfil
2016.09 - Current
- Answered customer telephone calls promptly and improved on-hold wait times.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Managed high volume of inbound calls for quick resolution of customer issues.
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
Call centre agent
EE
Merthyr Tydfil
2013.08 - 2016.09
- Maintained professional demeanour during challenging customer interactions, maintaining calm under pressure.
- Handled sensitive personal data responsibly whilst maintaining confidentiality.
- Facilitated positive customer experiences with attentive service.
- Documented all phone interactions for record keeping and quality control purposes.
Education
Bachelor of Business Administration - Business Management
University of South Wales
Merthyr Tydfil 2025.09 -
Certificate of Higher Education - Community Health and Wellbeing
University of South Wales
Merthyr Tydfil 2024.09 - 2025.05
Higher National Diploma - Travel and Tourism
Ystrad Mynach College
Ystrad Mynach, Caerphilly County Borough 2010.09 - 2011.05
Skills
Friendly and reliable customer service professional with experience supporting customers in busy environments Confident in handling enquiries by phone, email, and in person, while resolving issues quickly and politely Strong communication and listening skills, with the ability to stay calm and helpful when dealing with problems Comfortable using computer systems to update customer records and manage information accurately Works well both independently and as part of a team Highly organised, customer-focused, and committed to providing a positive service experience Fluent in Welsh and English, with the ability to communicate clearly and professionally with a wide range of customers
References
References available upon request.
Timeline
Bachelor of Business Administration - Business Management
University of South Wales
2025.09 -
Certificate of Higher Education - Community Health and Wellbeing
University of South Wales
2024.09 - 2025.05
Customer service representative
Marston Holdings
2016.09 - Current
Call centre agent
EE
2013.08 - 2016.09
Higher National Diploma - Travel and Tourism
Ystrad Mynach College
2010.09 - 2011.05