Lauren Charlotte Jones
Summary
I have a solid background in call center customer service. I efficiently handle customer inquiries and resolve issues, contributing to high customer satisfaction levels. I have demonstrated strong communication and problem-solving skills within my work experience. I am keen to continuously develop my existing skills as well as learn new skills to contribute to my growth within my work as well as personal life.
Overview
5
5
years of professional experience
Work History
Customer Experience Team
Veolia
02.2024 - Current
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from customers.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
- Detailed payment options and explained price, receipt and billing details to customers.
Complaints Department (temp Job)
RAC
12.2023 - 01.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Key Holder
Pizza Hut Delivery
02.2022 - 11.2023
- Managed daily cash handling procedures, ensuring accuracy in transactions.
- Swept and mopped floor, wiped windows and fixtures after closing to maintain organized and tidy store.
- Trained new employees on company policies, procedures, and job-specific tasks to ensure their success in the role.
- Handled deliveries and stock before opening to ensure the store and staff were fully prepared for the day.
Work experience
Chikaroos
03.2021 - 03.2021
Work Experience
Stanton’s fish bar
07.2020 - 07.2020
Education
The Open University
01-2024
Walsall College
06-2022
GCSE’s -
Walsall Studio School
07-2020
Skills
- Computer literate
- Phone etiquette
- Organizational skills
- Verbal and written communication
- Teamwork and collaboration
- Active listening
- Passionate
- Enthusiastic
- Coaching and mentoring
- Customer service
- Attention to detail
- Calm and professional under pressure
Hobbies and Interests
- Reading - I enjoy reading fiction and non fiction with an interest in self help books, poetry and romance.
- Mediation - I try to mediate daily as it helps me regain focus and organize my thoughts as well as allowing me to fresh ready for the next day.
- Walking - Being outside and moving allows me to keep fit as well as being able to explore and have fun.
References
References available upon request.
Timeline
Customer Experience Team
Veolia
02.2024 - Current
Complaints Department (temp Job)
RAC
12.2023 - 01.2024
Key Holder
Pizza Hut Delivery
02.2022 - 11.2023
Work experience
Chikaroos
03.2021 - 03.2021
Work Experience
Stanton’s fish bar
07.2020 - 07.2020
The Open University
Walsall College
GCSE’s -
Walsall Studio School
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