Summary
Overview
Work history
Education
Skills
Timeline
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Lily Pearce

Oxford,Oxfordshire

Summary

Enthusiastic and driven team member; service-focused customer relations,experienced in handling high call volumes with impeccable phone manner.


Skilled in documentation, time management and multitasking. Data handling and input experience, with high attention to detail.


Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

2
2
years of professional experience

Work history

Customer Operations Representative

Gigaclear
Abingdon, Oxfordshire
05.2023 - Current
  • Completed investigations to check on reported errors, reproduce problems and trace faults.
  • Answered user questions about hardware and software operation to help resolve problems.
  • Communicated / networked efficiently across multiple teams to ensure swift delivery of customer service
  • Scanned systems, diagnosing and correcting equipment failures and performance issues.
  • Delivered reliable, high quality technical support to average of 30+ users daily.
  • Utilised IT systems to provide information, advice and guidance via email, webchat and telephone.
  • Handled customer concerns and queries professionally to enhance support and prospects.
  • Generated and maintained electronic records for clients to support verbal advice.
  • Worked efficiently under extreme pressure situations
  • Navigated stressful and unpredictable situations with calm and collected approach.
  • Triaged calls within desired timeframes, liaising with dispatch and supporting services to provide appropriate support.
  • Followed up on queries within agreed timeframes to provide detailed response, ensuring needs are both met and exceeded

Customer Service Agent

Hachette Distribution (Taylor & Francis)
Didcot, Oxfordshire
09.2022 - 04.2023
  • Acted as first point of contact for customer issues and queries.
  • Logged customer information and data in secure systems, maintaining GDPR compliance.
  • Managed high-volume customer queries simultaneously through effective multitasking.
  • Tracked orders and processed refunds for new and existing customers.
  • Effectively managed workloads, ensuring all tasks complete within respective time frame
  • Processed debits, credits, product / replacement orders, pro formas
  • Managed both residential and large corporate accounts
  • Collected, organised and input data into company systems
  • Delivered consistently excellent customer service to guarantee positive company experiences.

Food Service Assistant

Sodexo
Abingdon, Oxford
04.2021 - 09.2022
  • Adhered to food quality constraints and industry best practices to guarantee guest satisfaction.
  • Managed small scale events
  • Rotated stock in temperature-controlled storage areas for safe food service.
  • Optimised guest satisfaction by promptly addressing complaints, collaborating with management to resolve complex issues.
  • Consistently exceeded guest expectations by remaining conscious of special dietary requirements and allergens.
  • Provided friendly, courteous service, maximising positive customer satisfaction ratings.
  • Regularly communicated with kitchen and bar staff to maintain smooth front of house operations, minimising potential service delays.
  • Served meals and drinks with professionalism and skill, maintaining high presentation and quality standards.

Education

GCSEs -

John Mason School
Abingdon
09/2015 - 03/2020

A-Levels -

John Mason School
Abingdon
09/2020 - 06/2022

Skills

  • Customer experience
  • Transaction processing
  • Record maintenance
  • Brand awareness and representation
  • Workload management

Timeline

Customer Operations Representative

Gigaclear
05.2023 - Current

Customer Service Agent

Hachette Distribution (Taylor & Francis)
09.2022 - 04.2023

Food Service Assistant

Sodexo
04.2021 - 09.2022

GCSEs -

John Mason School
09/2015 - 03/2020

A-Levels -

John Mason School
09/2020 - 06/2022

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Lily Pearce