Lola Matthew
Stockport,United Kingdom
Summary
Dedicated and highly motivated customer service professional with over 5 years of experience providing outstanding service in banking, insurance, and legal environments. Skilled in handling high-volume customer inquiries, resolving complex issues with empathy, and consistently improving customer satisfaction and retention rates. Experienced in complaint resolution, multichannel communication (phone, email, in-branch), and using CRM systems to manage customer relationships effectively. Committed to delivering exceptional customer experiences and contributing to team success in fast-paced, customer centered environments.
Overview
8
8
years of professional experience
1
1
Certification
Work history
Customer Service Advisor
Skipton Building Society
Remotely
10.2023 - Current
- Provide high-quality customer service across telephone and in-branch interactions, resolving queries efficiently.
- Assist customers with financial products and services, ensuring clear communication and compliance.
- Handle customer complaints and concerns with empathy, maintaining strong customer satisfaction.
- Collaborate with team members to improve service processes and meet performance targets.
- Effectively handled customer complaints within five-minute call time target.
Customer Service Advisor
Irwin Mitchell LLP
Manchester
12.2020 - 08.2023
- Managed 40+ daily inbound calls, addressing complex client inquiries and legal service questions.
- Resolved client complaints with a 95% first-contact resolution rate, improving overall satisfaction.
- Implemented feedback from customer surveys, leading to a 10% improvement in service ratings.
- Provided detailed product and service information to ensure smooth case progression.
- Accurately recorded and processed sensitive client data while maintaining confidentiality.
Sales Advisor
Vitality, Manchester
Manchester
05.2017 - 12.2020
- Delivered exceptional customer service across sales and account management, increasing client retention by 15%.
- Provided tailored product recommendations, boosting upselling success by 12%.
- Swiftly resolved customer complaints, contributing to positive customer experiences and loyalty.
- Educated clients on product benefits, warranties, and after-sales support.
- Delivered excellent customer service by addressing and resolving queries.
Education
Bachelor of Science - Business and Management
The University of Salford
ManchesterDiploma of Higher Education - Travel and Tourism
Hopwood Hall College
ManchesterSkills
- Customer Service Excellence
- Complaint Resolution & Retention
- Empathetic Listening & Effective Communication
- Problem Solving & Conflict Resolution
- Multichannel Support (Phone, Email, In-person)
- CRM Systems & Customer Data Management
- Microsoft Office & Excel Proficiency
- Team Collaboration & Service Process Improvement
Certification
- ILM Level 6 Award in Management
- Team Leader, Cancer Research Fundraising Events
- Member of Christian Union, Enactus, Wildlife Society
References
References available upon request.
Technical Skills
- Microsoft Office Suite (Word, Excel, PowerPoint)
- Data Entry & Reporting
- CRM Software
- Telephone Systems & Email Platforms
Timeline
Customer Service Advisor
Skipton Building Society
10.2023 - Current
Customer Service Advisor
Irwin Mitchell LLP
12.2020 - 08.2023
Sales Advisor
Vitality, Manchester
05.2017 - 12.2020
Bachelor of Science - Business and Management
The University of Salford
Diploma of Higher Education - Travel and Tourism
Hopwood Hall College
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