Lisa Core
Barningham,West Midlands
Summary
Communicative Customer Service Executive experienced in solving problems and building great client rapport. Achieves high-volume call targets with dynamic and diligent approach. Enthusiastic team player and customer advocate. Proactive Customer Service Executive with resolve to remain calm under extreme pressure. Handles complex cases with expert problem-solving skills. Delivers comprehensive resolution services for customers. Attentive offers top strengths in relationship-building and conflict resolution. Trained in high-volume call management and accurate documentation. Focused on exceeding customer expectations for service and support. Hard-working with strong organisational skills. Achieves company goals through exceptional planning and prioritisation. Loyal employee with solid understanding of training and mentoring employees. Dedicated team player, proactive and hands-on in task completion.
Overview
20
20
years of professional experience
4
4
years of post-secondary education
Work history
Customer service executive
Alliance Healthcare
Birmingham, West Midlands
2015.03 - 2024.01
- Actioned customer feedback to enhance contact centre service provisions.
- Prepared letters, information sheets and order documentation and distributed to clients.
- Logged customer communications for complete service records.
- Advised clients of products and services and sold additional offerings to increase sales numbers.
- Offered detailed product and service advice based on customer needs.
- Audited calls and service levels to maintain high standards.
- Completed general claims administration, reviewing and distributing legal and evidentiary documentation.
- Assessed and validated insurance claims promptly to expedite claims process.
- Kept clients well-informed of claim updates and case progress.
- Determined insurance cover level and relevance for accurate claim assessments.
- Recorded detailed, accurate claim particulars for reliable case notes.
- Completed duties to deliver on targets with accuracy and efficiency.
- Supported team by demonstrating respect and willingness to help.
Contact centre agent
West Midlands Fire Service
Birmingham, West Midlands
2014.02 - 2015.03
- Provided accurate, consistent and meaningful advice to customers.
- Followed up customer queries to check provided solutions met expectations.
- Used targeted questioning
- Identified and resolved potential problems to guarantee smooth and efficient workflow.
- Maintained updated calendar of appointments and special dates for home safety checks.
- Set new appointments, rescheduled appointments, and sent reminders.
- Followed written and verbal directions, managing high-volume details and tasks with accuracy.
- Managed customer expectations to improve satisfaction rates.
- Answered customer enquiries with excellent customer service skills.
- Established follow-up call systems to effectively resolve complaints and maintain customer loyalty.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Successfully delivered on tasks within tight deadlines.
Receptionist
Samsung Intercity
Birmingham, West Midlands
2013.09 - 2013.09
- Represented company and promoted brand with exceptional service and presentation.
- Solved administrative and customer service issues with knowledgeable assistance and friendly support.
- Took and communicated messages to minimise interruptions to staff workflows.
- Kept reception area clean and neat to give visitors positive impression of the company.
- Collected and distributed incoming mail, employing strict confidentiality throughout.
- Greeted incoming customers in a professional manner and provided friendly, knowledgeable assistance.
- Kept appropriate stock levels to match expected demand.
Administrator
Assay Office
Birmingham, West Midlands
2009.02 - 2013.09
- Examined, scanned and input documents in software system.
- Kept and maintained accurate filing system for preservation of office information.
- Collected customer information for new orders, verified details and obtained missing data to meet requirements.
- Cultivated and deepened relationships with customers by providing exceptional service.
- Calculated bills for customer orders, collected fees and updated tracking system with new totals.
- Secured data and documents to maintain confidentiality according to company and regulatory standards.
- Provided dependable administrative support to senior staff, enabling them to freely handle high-importance tasks.
- Met deadlines on admin tasks to minimise disruption to colleagues and workflows.
- Addressed incoming requests for information, inquiries, and complaints.
- Monitored office inventory supplies, re-ordering for service provisions.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Increased customer satisfaction by resolving issues.
- Carried out day-to-day duties accurately and efficiently.
Customer service representative
Scrivens Optical & Hearing Centre
Birmingham, West Midlands
2008.04 - 2009.07
- Answered customer telephone calls promptly and improved on-hold wait times.
- Handled in-person, email and mailed correspondence.
- Provided warm, positive customer care from arrival to departure, encouraging good service,
- Listened actively to offer accurate information and best solution to their needs.
- Followed scripts when answering common customer questions.
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
- Obtained feedback from customers to improve service,
- Established positive customer rapport using multiple communication channels.
- Negotiated appointment times to set mutually favourable schedules.
- Recorded customer information and interactions.
- Promoted current services and offers using expert product knowledge.
- Handled high volume calls to address customer inquiries and concerns.
- Delivered exceptional customer service by proactively listening to concerns and answering questions.
- Improved efficiency and productivity by acquiring new skills.
- Communicated with professionalism, tact and emotional intelligence to deal with diverse telephone dynamics.
Receptionist/ Ward Clerk
Birmingham Dental Hospital
Birmingham, West Midlands
2004.05 - 2008.08
- Responded to changing department needs, providing responsive, proactive administration support.
- Analysed and provided immediate solutions for medical record problems.
- Advised management and staff on medical records procedures and problems to maintain seamless operations.
- Triaged and prioritised patients according to conditions and appointment criteria.
- Implemented hospital medical records reviews and quality assurance programs.
- Evaluated medical records to assess completeness, accuracy and data integrity.
- Archived healthcare records for deceased individuals and those meeting specific criteria.
- Released medical records upon request according to procedures and policies.
- Booked patient appointments and facilitated reminder messages to avoid missed visits.
- Worked with discretion and empathy to maintain patient comfort and confidentiality.
- Improved efficiency and productivity by acquiring new skills.
- Kept reception area clean and neat to give visitors positive impression of the company.
- Managed bookings using Booker software to schedule, cancel and re-arrange appointments.
Education
GCSEs -
Lordswood Girls' School and Sixth Form Centre
Birmingham 1990.09 - 1994.09
Skills
- Customer experience
- Office 365 usage
- Client engagement
- Customer queries
- Internal department communication
- Microsoft Word
- Microsoft Excel database management
- Microsoft Office Suite
- Data confidentiality
- Query management
- Customer demographics understanding
- Policy compliance
- Record maintenance
Affiliations
- Gym
References
References available upon request.
Timeline
Customer service executive
Alliance Healthcare
2015.03 - 2024.01
Contact centre agent
West Midlands Fire Service
2014.02 - 2015.03
Receptionist
Samsung Intercity
2013.09 - 2013.09
Administrator
Assay Office
2009.02 - 2013.09
Customer service representative
Scrivens Optical & Hearing Centre
2008.04 - 2009.07
Receptionist/ Ward Clerk
Birmingham Dental Hospital
2004.05 - 2008.08
GCSEs -
Lordswood Girls' School and Sixth Form Centre
1990.09 - 1994.09