Liz Litchfield
Stotfold,Central Bedfordshire
Summary
A dedicated professional with a very strong focus on customer satisfaction and exceptional interpersonal communication skills. Expertise in schedule management, and client relations, ensuring seamless operations and enhanced customer experiences. Proven ability in training and development, performance management, and effective complaint resolution through conflict resolution techniques. Committed to fostering positive client relationships and driving organisational success.
Overview
21
21
years of professional experience
16
16
years of post-secondary education
Work history
Dog walker (self employed)
Stotfold Pet Care
Stotfold, Central Bedfordshire
2007.10 - Current
- Building rapport with clients by meeting their individual pet care needs.
- Conducting initial meet-and-greet sessions with new clients building a professional relationship based on trust.
- Following specific instructions from dog owners, ensuring personalised care.
- Managing emergencies effectively with calm demeanour, reducing potential harm to pets.
- Utilising understanding of different breeds' behaviour in handling dogs, enhancing safety and enjoyment on walks.
- Providing comfort and reassurance to distressed or anxious animals demonstrating empathy.
- Treating all dogs with kindness and care, providing regular updates to owners for continued trust.
Telephone Welcome Caller
Oxfam Gb
Home based, Central Bedfordshire
2025.07 - 2026.02
- Participated actively in team meetings and brainstorming sessions, leading to innovative ideas for process improvement.
- Improved customer satisfaction by providing polite, efficient service.
- Identified and resolved problems for improved call resolution rates.
- Assured adherence to company policies, resulting in reduced legal risks.
- Maintained accurate records to enhance data integrity.
- Exhibited empathy during customer interactions, fostering stronger relationships.
- Handled sensitive customer information with discretion, enhancing trust and loyalty.
- Mitigated client dissatisfaction with swift complaint resolution.
Customer service representative
Stotfold Town Council
Stotfold, Central Bedfordshire
2015.04 - 2017.10
- Mitigated conflicts by providing timely and effective solutions to disputes raised by customers.
- Ensured smooth running of operations with timely preparation of reports.
- Participated in team meetings sharing best practices for improving service delivery.
- Managed high volume of inbound calls for quick resolution of customer issues.
- Improved customer satisfaction by effectively handling complaints and inquiries.
- Streamlined processes through efficient record keeping.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Assisted customers with varying questions using product knowledge and service expertise.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Handled phone, email and social media enquiries with consistent customer service across multiple channels.
Various positions within the recruitment industry
Various
, Central Bedfordshire
2010.01 - 2015.03
- Successfully delivered on tasks within tight deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Supported team by demonstrating respect and willingness to help.
- Offered friendly, efficient customer service and handled challenging situations with ease.
- Increased customer satisfaction by resolving issues.
- Improved efficiency and productivity by acquiring new skills.
- Completed duties to deliver on targets with accuracy and efficiency.
- Displayed energy and enthusiasm in fast-paced environment.
- Applied positive customer service approach to increase satisfaction levels.
- Delivered exceptional customer service by proactively listening to concerns and answering questions.
Cabin crew member
Virgin Atlantic
Heathrow, Hillingdon
2005.03 - 2008.08
- Maintained composure under pressure while handling multiple responsibilities on long-haul flights resulting in high-quality service delivery.
- Assisted with passenger boarding, luggage stowage, and seating arrangements for smooth flight operations.
- Enhanced passenger comfort by maintaining a clean and orderly cabin environment.
- Fostered good relationships with passengers from diverse cultural backgrounds promoting an inclusive atmosphere onboard.
- Coordinated effectively with ground staff during boarding and deboarding processes ensuring minimal delays.
- Demonstrated professionalism when dealing with challenging or difficult passengers to maintain a peaceful journey environment.
- Participated actively in pre-flight briefings, gaining awareness of relevant details about the journey ahead for better preparedness.
- Collaborated effectively with other crew members to provide seamless service, improving overall flight experience.
- Responded promptly to passenger queries or complaints displaying excellent problem-solving skills for customer satisfaction improvement.
- Managed in-cabin services efficiently, including food and beverage distribution for an enjoyable flight experience.
- Provided excellent service to passengers whilst ensuring their comfort and safety.
- Handled emergency situations calmly; administered first aid when necessary to ensure passenger wellbeing.
- Ensured safety regulations compliance for passenger security.
- Supported colleagues during busy periods or emergencies demonstrating team spirit and reliability.
- Created a welcoming atmosphere through friendly interactions with passengers.
- Contributed to high customer satisfaction levels via exceptional interpersonal skills and attention to detail during in-flight services delivery.
- Prepared cabin and passengers for safe landing.
- Performed rigorous pre-flight security checks ahead of take off.
- Handled special needs of children, elderly and individuals with disabilities.
- Checked cabin regularly for upkeep requirements and maintained clean, tidy space.
Education
Bachelor of Arts - English Literature
University of Gloucestershire
Cheltenham 1995.09 - 2008.06
A-Levels - English
Sandy Upper School
Sandy, Central Bedfordshire 1993.09 - 1995.06
A-Levels - Communications
Sandy Upper School
Sandy, Central Bedfordshire 1993.09 - 1995.06
Skills
- Cash handling
- Customer satisfaction focused
- Customer relations
- Schedule management
- Training and Development
- Performance Management
- Complaint resolution
- Conflict resolution techniques
- Client relations specialist
- Exceptional interpersonal communication
Affiliations
- I enjoy yoga, pilates, and anything team related! (netball / badminton).
Timeline
Telephone Welcome Caller
Oxfam Gb
2025.07 - 2026.02
Customer service representative
Stotfold Town Council
2015.04 - 2017.10
Various positions within the recruitment industry
Various
2010.01 - 2015.03
Dog walker (self employed)
Stotfold Pet Care
2007.10 - Current
Cabin crew member
Virgin Atlantic
2005.03 - 2008.08
Bachelor of Arts - English Literature
University of Gloucestershire
1995.09 - 2008.06
A-Levels - English
Sandy Upper School
1993.09 - 1995.06
A-Levels - Communications
Sandy Upper School
1993.09 - 1995.06