Louisa Carmichael
Dronfield
Summary
Master's degree holder with proven experience in customer relations, task prioritisation and time management. Motivated to directly and efficiently address customer concerns, with a knack for communicating kindly and effectively with vulnerable clients and third party services. I bring a thoughtful and positive approach to multiculturalism, working calmly and efficiently under pressure while maintaining a friendly and welcoming presence.
Overview
7
7
years of professional experience
Work history
Customer Support Advisor
UniHomes
Sheffield
04.2023 - Current
- Liaise with customers, internal support teams and third-party contacts such as letting agents, landlords and suppliers.
- Create welcoming and understanding experiences for customers by answering a high volume of calls and emails with a kind and positive attitude, earning recognition as Employee Of the Month and receiving an award representing a core company value; 'Customers Matter'.
- Go above and beyond to find necessary information in order to action cases and ensure efficient resolves. This was shown in making additional outbound calls, contacting letting agents directly, and working closely with Operations teams. Primary focus in managing off-supply emergencies where time management is essential.
- Trusted to deliver efficient training to new colleagues and advise on difficult cases.
Customer Support - Applications Team
London and Country Mortgages
Newcastle upon Tyne
01.2022 - 03.2023
- Submitting mortgage applications beyond my daily KPI, across 70+ different lenders.
- Liaised with clients, lenders and internal staff to succinctly communicate information effectively across multiple parties.
- Handled time-sensitive queries and large sums of money, ensuring the customers were reassured and comfortable in the process.
- Completed immersive training programmes within the company as well as with third-party systems.
Stewardess
Sheffield United / Premier Security & Events
Sheffield
01.2019 - 09.2020
- Advised customers on logistical queries, demonstrating clear understanding of site layout and event timetables.
- Coordinated 32,000+ attendees in safely navigating site areas.
- Delivered smooth events with proactive crowd and traffic control.
- De-escalated and resolved conflicts with firm and professional style.
- Welcomed attendees and promptly resolved queries.
Education
Master of Arts - Criminology
Nottingham Trent University
Nottingham12-2021
Bachelor of Arts - Sociology and Criminology
Sheffield Hallam University
Sheffield11-2020
A-Levels - English Language, Psychology, Sociology
Newcastle Sixth Form College
Newcastle upon Tyne08-2017
Skills
- Microsoft Office expertise
- Intermediate Spanish-speaking
- Data entry
- Dedicated team player
- Strong problem solver
- File and data retrieval systems
- Analytical and Critical Thinking
- Scheduling and calendar management
- Organisation and Time Management
- Excellent Telephone Etiquette
- Cultural Awareness
- Efficient Communication
- Ability to prioritise
Volunteering and Community Service
SOUTH YORKSHIRE POLICE
• A university-led initiative to provide educational activities about hate crime to groups of 12-14-year-olds from local schools
• Worked alongside the Yorkshire Police to establish fundamental understanding of crime statistics and convey the information to children
• Involved undertaking an online safeguarding course
CHOSEN CHILDREN FOUNDATION
Volunteered in an orphanage for special needs children aged 3 months to 18 years - helped take care of children by assisting the staff in feeding, changing and entertaining the children. Very useful in applying patience and care to any given situation.
MAKABATA SCHOOL FOUNDATION
Volunteered at the Makabata School for underprivileged children - dug house foundations, cleaned and repainted classrooms, assisted teachers and caregivers working in the orphanage, and helping children with reading and writing.
Timeline
Customer Support Advisor
UniHomes
04.2023 - Current
Customer Support - Applications Team
London and Country Mortgages
01.2022 - 03.2023
Stewardess
Sheffield United / Premier Security & Events
01.2019 - 09.2020
Master of Arts - Criminology
Nottingham Trent University
Bachelor of Arts - Sociology and Criminology
Sheffield Hallam University
A-Levels - English Language, Psychology, Sociology
Newcastle Sixth Form College