Lois Sharp
Liverpool,Merseyside
Summary
Proficient in telephony systems and call centre operations, with expertise in call handling efficiency, telephonic etiquette, and efficient call routing. Adept at utilising call centre software and adhering to GDPR regulations, ensuring compliance and data security. Skilled in time management, persuasion techniques, and working under pressure, complemented by strong computer literacy and Microsoft Office proficiency. Committed to delivering exceptional service while maintaining resilience in high-pressure environments.
Overview
4
4
years of professional experience
Work history
Inbound call centre agent
Carpenters Group
Liverpool, Merseyside
08.2021 - Current
- Documented all call interactions with accuracy and attention to detail, ensuring streamlined record-keeping processes.
- Provided detailed product information to assist customers in purchasing decisions.
- Managed high-volume calls with professionalism and patience.
- Stayed abreast of product updates with regular learning, aiding informed interactions with clients.
- Adapted quickly to new software tools introduced into the workflow, demonstrating agility and willingness to learn.
- Adhered strictly to company policies whilst handling sensitive customer data, ensuring security compliance at all times.
- Provided constructive feedback during team meetings, contributing towards process improvements.
- Participated actively in training programmes to enhance service delivery standards.
- Maintained calm composure under pressure, ensuring smooth operations during peak hours.
- Documented customer contacts in VisualFiles for use in further interactions or actions.
Education
GCSEs - Maths, English Language, English Literature, Religious Studies, Science, Geography
Notre Dame Catholic College
Liverpool 09/2015 - 06/2020
A-Levels - Sociology
Notre Dame Catholic College
Liverpool 09/2020 - 06/2022
BTEC Level 3 - Health and Social Care
Notre Dame Catholic College
Liverpool 09/2020 - 06/2022
Bachelor of Arts - Media, Culture and Communications
Liverpool John Moores University
Liverpool 09/2022 -
Skills
- Familiarity with telephony systems
- Call handling efficiency
- Comfortable working in shifts
- Telephonic etiquette
- Ability to follow scripts
- Resilient to pressure
- Knowledge of GDPR
- Call centre software familiarity
- Efficient call routing
- Cybersecurity basics
- Time management expertise
- Microsoft Office proficiency
- Computer literate
- Persuasion techniques
Affiliations
- Travelling, eating out at restaurants, taking my dog on walks and reading autobiographies.
Timeline
Inbound call centre agent
Carpenters Group
08.2021 - Current
GCSEs - Maths, English Language, English Literature, Religious Studies, Science, Geography
Notre Dame Catholic College
09/2015 - 06/2020
A-Levels - Sociology
Notre Dame Catholic College
09/2020 - 06/2022
BTEC Level 3 - Health and Social Care
Notre Dame Catholic College
09/2020 - 06/2022
Bachelor of Arts - Media, Culture and Communications
Liverpool John Moores University
09/2022 -
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