Summary
Overview
Work history
Education
Skills
Languages
Accomplishments
Certification
Affiliations
References
Timeline
Generic

Lucy Trickett

Gosport,Hampshire

Summary

Friendly and motivated Customer Support Specialist with knack for problem-solving and excellent communication skills. Consistently improved customer satisfaction by resolving issues swiftly and fostering positive client relationships. Very adaptable with quick learning abilities, driven to ensure own product and service knowledge is up to date by self led learning and collaborating with internal teams.

Overview

18
18
years of professional experience
1
1
Certification

Work history

Customer support specialist

Liaison Group
Remote, Remote
10.2023 - Current
  • Primary point of contact for a diverse range of customers using specialist vacancy booking and payroll software within the NHS, offering expert guidance on the systems.
  • Answer incoming customer queries by telephone and email in a timely manner, within a 9 second SLA for calls and 2 hour SLA for emails. Ensure all contacts are logged clearly and following internal processes.
  • Boosted customer satisfaction by resolving complex queries swiftly. Proud to have achieved 93% "Excellent" CSAT results, the highest across the whole support team.
  • Developed personalised solutions to ensure customer satisfaction at all times, tailoring responses to ensure guidance is accessible and easily understood, proactively providing context and next steps.
  • Mastered use of internal software tools, improving work speed considerably.
  • Coordinated with other departments to resolve cross-functional issues. Escalating customer queries/feedback in a timely and clear manner when necessary, ensuring the customer is kept updated each step of the way.
  • Maintained updated knowledge of product offerings to provide accurate information to customers.
  • Deescalated tense situations tactfully, maintaining professionalism at all times.
  • Resolve sensitive queries regarding payments and contracts in an empathetic, calm and professional manner.
  • Identify and escalate system issues, to ensure these are resolved as soon as possible to improve efficiency of service.
  • SME on specific areas and functions of the system Liaison Group provide, providing clear training and explanations to new team members, ensuring high-quality customer support.
  • Flexibly support other teams with administration duties when asked to, prioritising and organising own workload accordingly.
  • Collaborate with colleagues to present and attend various "microtheme" activities on personal development and continuous learning i.e increasing product knowledge, and streamline and improve the customer journey.

Senior Administrative Assistant

MASH, Hampshire County council
Fareham - remote, Hampshire
08.2019 - 10.2023
  • Part time Aug 2019 - Feb 2023, Full time Feb 2023 - October 2023
  • Received and screened high-volume internal and external communications from police and other government departments, including over 100 emails per day.
  • Received and uploaded police reports to social services database quickly and accurately whilst working to highest levels of data and information security procedures, ensuring all relevant data extracted and highlighted.
  • Liaised and communicated efficiently and professionally between social services, other government departments and police to ensure reliability and verification of data.
  • Worked collaboratively in SharePoint, ICS, Microsoft teams and Google docs
  • Answered inquiries concerning standardised policies, procedures and regulations quickly and efficiently in a friendly manner.
  • Worked remotely under own initiative, sticking to and often exceeding targets of 5 reports fully processed per hour.
  • Minute taking of confidential strategy meetings, ensuring reports are accurate, thorough, secure and distributed to relevant personnel according to urgent timescales
  • Provided administration and data entry support to other social service and government departments i.e Children's education team, Homes for Ukraine scheme
  • Maintained office files in both electronic and hard copies.
  • Prioritised and organised incoming communications to ensure "high risk" urgent queries are dealt with swiftly and appropriately

Building access control administrator

Mitie Defence
Fareham, Hampshire
01.2016 - 02.2023
  • Greeted over 100 customers per day in warm and professional manner, providing friendly, knowledgeable assistance, whilst explaining and adhering to strict security procedures of high security building
  • Completed and logged daily building security rounds, including signing for and returning important keys, to open and close the building.
  • Screened, verified and issued visitor and contractor IDs and passes, maintaining security of personnel and office environment, tracking daily activities on spreadsheets
  • Coordinated and liaised between building manager, staff and maintenance services to achieve fully-functional classrooms, facilities and offices.
  • Supported fire evacuations with clear communication and rigorous attendance checks.
  • Provided administrative support to military building manager to ensure all health and safety SHEF logs are kept complete and up to date.
  • Provided admin support to other departments, including updating qualifications and competencies on JPA Oracle for military clients.
  • Kept reception area clean and organised to uphold professional reputation.
  • Collected and distributed incoming mail, employing strict confidentiality throughout.
  • Solved administrative and customer service issues with knowledgeable assistance and friendly support.

Front of House Team Member, Food Service

ESS Compass
Fareham, Hampshire
03.2007 - 01.2016
  • Provided friendly and efficient service of meals and snacks to all Naval and civilian customers of a busy dining hall during allotted meal times - up to 500 per service
  • Maintained attractive, clean and orderly dining and serving areas, creating a welcoming atmosphere for customers.
  • Worked on POS till system
  • Kept and maintained detailed and accurate temperature records
  • Provided practical support to kitchen and back of house staff during busy services periods
  • Efficiently deal with customer queries, complaints and dietary requirements

Education

NVQ Level 3 - Patisserie and Confectionary

City and Guilds
Portsmouth

NVQ Level 2 - Catering and Hospitality

City And Guilds

NVQ Level 2 - Business Administration

City And Guilds

GCSEs - 9 GCSE's grade A* - C

Henry Cort School

NVQ Level 2 - Customer Service

City and Guilds

Hereford and Worcester Chamber of Commerce
Worcester, Worcestershire

Skills

  • Customer-service orientated
  • Excellent telephone and email etiquette
  • Greeting visitors, customer and client relations
  • Professional, mature and smart presentation and demeanour
  • Strong problem solver
  • Sensitive material handling, protecting information
  • Internal and External communications
  • Data organisation, entry, input and retrieval
  • Operational processes
  • Microsoft Office
  • Attention to detail
  • Meticulous, organised and reliable
  • Security clearance - SC
  • DBS checked
  • Open and clear communicator


Languages

English
Native language
Norwegian
Elementary (A2)

Accomplishments

  • Highest CSAT results across the whole support team for 2024, with the highest number of customer compliments.

Certification

Basic and Intermediate Excel - HW Chamber of Commerce


ILM Team Member Skills - Level 2


Customer Service Skills - HR Champions

Affiliations

  • Acrylic, oil and watercolour painting
  • Drawing
  • Travel (solo)

References

References available upon request.

Timeline

Customer support specialist

Liaison Group
10.2023 - Current

Senior Administrative Assistant

MASH, Hampshire County council
08.2019 - 10.2023

Building access control administrator

Mitie Defence
01.2016 - 02.2023

Front of House Team Member, Food Service

ESS Compass
03.2007 - 01.2016

NVQ Level 3 - Patisserie and Confectionary

City and Guilds

NVQ Level 2 - Catering and Hospitality

City And Guilds

NVQ Level 2 - Business Administration

City And Guilds

GCSEs - 9 GCSE's grade A* - C

Henry Cort School

NVQ Level 2 - Customer Service

City and Guilds

Hereford and Worcester Chamber of Commerce

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Lucy Trickett