Madeleine Ashby
Basildon,Essex
Summary
With 9 years in customer service and team leadership across fintech and hospitality industries, I have a proven track record in resolving customer challenges and fostering positive service experiences.
An effective communicator with a calm demeanour, skilled in adapting to dynamic work settings. I hope that through excellent client support and the right guidance, I am able to contribute to the organisational success of this business.
Overview
12
12
years of professional experience
16
16
years of post-secondary education
Work history
Merchant Service Specialist
First Data / Fiserv Corporation-Basildon
Basildon, Essex
10.2023 - Current
- Assist clients managing small to medium businesses under a Forbes 100 company
- Increase customer satisfaction and nurture client relationships through genuine interactions, clear communication, and timely problem-solving.
- Swift, reliable support across financial platforms, tackling client problems via phone, email, and chat.
- Supporting other departments with onboarding large companies
- Coordinating with key clients to trial and establish new processes for departments
- Technical guidance for multiple payment terminals
Customer Service Representative
Fiserv-Basildon
Basildon, Essex
09.2023 - 10.2023
- Providing assistance with customer's day-to-day banking needs.
- Assistance with lost and stolen cards.
- Using multiple banking systems in order to complete tasks for our customers.
- Employed active listening and product expertise to successfully resolve inbound queries.
Supervisor
Nandos
Basildon, Essex
02.2021 - 09.2023
- Actively managed teams comprising of 20+ staff, ensuring team morale and support was always available
- Supervised day-to-day restaurant operations, including staff coordination, scheduling, and floor management
- Consistently provided professional, friendly and engaging service towards customers, staff and management alike.
- Led staff training and onboarding, ensuring high performance and consistency across front and back of house.
- Conducted interviews, hiring, and team development in collaboration with management
- Managed stock orders, payroll, supplier communications, and daily cash reconciliation
Crew trainer
Nando's
Basildon
06.2015 - 01.2021
- Guiding colleagues through online and in-house training to equip them with skills and knowledge for company success.
- Completion of U18 threat assessments
- Health and Safety educational resources
- Training of Chemical Safety Regulations
Receptionist
Hamilton Brading Chartered Accountants
Wickford, Essex
01.2014 - 01.2014
- Managed front desk operations while providing positive visitor experiences.
- Closely working with team members, managing essential documents and coordinating appointments for clients.
- Handled incoming calls and inquiries, providing accurate information and directing to appropriate personnel.
Education
BTEC Level 3 Extended Diploma - Engineering (Triple Distinction Star)
South Essex College of Further and Higher Education
Southend-on-Sea 09.2017 - 07.2018
BTEC Level 3 Diploma - Engineering (Double Distinction Star)
South Essex College of Further and Higher Education
Southend-on-Sea 09.2016 - 07.2017
GCSE or equivalent - Additional Science - A
The Basildon Upper Academy
Basildon 09.2013 - 06.2015
GCSE or equivalent - Spanish - B
The Basildon Upper Academy
Basildon 09.2013 - 06.2015
GCSE or equivalent - History - A
The Basildon Upper Academy
Basildon 09.2013 - 06.2015
GCSE or equivalent - Business Studies - B
The Basildon Upper Academy
Basildon 09.2013 - 06.2015
GCSE or equivalent - Triple Science - C
The Basildon Upper Academy
Basildon 09.2013 - 06.2015
GCSE or equivalent - Core Science - B
The Basildon Upper Academy
Basildon 09.2013 - 06.2015
GCSE or equivalent - Maths - B
The Basildon Upper Academy
Basildon 09.2013 - 06.2015
GCSE - English - B
The Basildon Upper Academy
Basildon 01.2013 - 01.2015
Skills
- Microsoft Office Suite
- Client Relationship Management
- Data analysis and interpretation
- Client support
- Administrative skills
- Telephone etiquette
- Time management
- Resilience under pressure
- Team leadership
- Communication proficiency
- Training and development
- Payroll management
- Salesforce administration
Languages
English
Native
Spanish
Beginner
Timeline
Merchant Service Specialist
First Data / Fiserv Corporation-Basildon
10.2023 - Current
Customer Service Representative
Fiserv-Basildon
09.2023 - 10.2023
Supervisor
Nandos
02.2021 - 09.2023
BTEC Level 3 Extended Diploma - Engineering (Triple Distinction Star)
South Essex College of Further and Higher Education
09.2017 - 07.2018
BTEC Level 3 Diploma - Engineering (Double Distinction Star)
South Essex College of Further and Higher Education
09.2016 - 07.2017
Crew trainer
Nando's
06.2015 - 01.2021
Receptionist
Hamilton Brading Chartered Accountants
01.2014 - 01.2014
GCSE or equivalent - Additional Science - A
The Basildon Upper Academy
09.2013 - 06.2015
GCSE or equivalent - Spanish - B
The Basildon Upper Academy
09.2013 - 06.2015
GCSE or equivalent - History - A
The Basildon Upper Academy
09.2013 - 06.2015
GCSE or equivalent - Business Studies - B
The Basildon Upper Academy
09.2013 - 06.2015
GCSE or equivalent - Triple Science - C
The Basildon Upper Academy
09.2013 - 06.2015
GCSE or equivalent - Core Science - B
The Basildon Upper Academy
09.2013 - 06.2015
GCSE or equivalent - Maths - B
The Basildon Upper Academy
09.2013 - 06.2015
GCSE - English - B
The Basildon Upper Academy
01.2013 - 01.2015
Personal Details
- Eligible to work in the UK: Yes
- Highest Level of Education: A-Level or equivalent