Mandy Batchelor
Bulkington,WAR
Summary
Dynamic Customer Service Advisor with proven expertise at Hyfire Wireless Fire Solutions Ltd, excelling in financial oversight and customer retention. Adept in Sage50 and skilled in clear communication, I foster strong relationships and ensure precise reconciliations, contributing to a seamless operational flow and enhanced client satisfaction.
Overview
3
3
years of professional experience
Work History
Customer Service Advisor / Accounts Support
Hyfire Wireless Fire Solutions Ltd
Honiley, Warwickshire
08.2019 - 10.2022
- Executed bank and credit card reconciliations to ensure precise financial records.
- Managed invoicing and expense tracking to facilitate effective financial oversight.
- Liaised with field sales team to process orders accurately.
- Posted payments and purchase orders to maintain current accounts.
- Built strong relationships with customers to promote retention.
- Executed credit control measures to minimize financial risks.
- Utilized Sage50 software for efficient accounting operations.
- Maintained general ledger, performed complex functions such as journal entry preparation and balance sheet reconciliation.
Customer Service Experience Manager
- Reporting to the Customer Care Manager
- Dealing with customer queries via email from the CS Team
- Daily reports for the Customer Care Manager and Contact Centre Manager
- Liaising with Carriers
- Supporting Customer Services and the sales teams
- Stock reporting daily
- Raising carrier claims with SLA’s
- Proficient with NetSuite
Team Manager
- Led a team of 12 staff to achieve performance targets and KPIs.
- Conducted daily reporting to Contact Centre Manager for operational updates.
- Collaborated with telesales team leaders to enhance team productivity.
- Managed recruitment processes to attract qualified candidates.
- Facilitated staff training programs and conducted performance evaluations.
- Oversaw scheduling, including rota management and absence tracking.
- Handled disciplinary hearings in accordance with company policies.
- Coordinated supply ordering to ensure operational readiness.
Receptionist / Nursery Support
Atherstone Children and Gamily Centre
Atherstone, Warwickshire
- Providing analytical data to the CSM to report to the board
- Assisting all heads of departments
- Managed the North Warwickshire Children’s Centres’ social media platform
- Assisting the mid-wife with booking ante-natal appointments
- Meeting and greeting visitors, ensuring that the correct processes were followed by signing in/out/issuing passes
- Ensuring that the meeting room was set up correctly for any meeting that were held on site
- Answering inbound calls & transferring where necessary
- Inputting data into softsmart
- Producing attendance registers for numerous courses and updating the register after the completion of the session
- Fire Marshall
- Assisting in the Nursery when required
- Produced a Nursery Rhyme booklet for a family day that was held at the Nursery
- General office duties
Customer Service Representative
- Processing Web Orders & replacements
- Case Management & complaint resolution with efficiency and within customer’s expectations
- Taking Payments
- Verification checks, collections & returns
- Answering call and emails within time constraints
- Live chat
- Trust pilot and Ekomi reviews
Commercial Director Assistant
- Reporting directly to the Commercial Director
- Responsible for managing a team of five internal and four external staff, duties included recruitment, appraisals and salary reviews
- Taking ownership of individual customer accounts, communicating courteously with customers by telephone and email
- Investigating any customer issue and liaising with internal departments to ensure a swift and complete resolution
- Authorising refunds/credits to customer and keeping accurate records of discussions or correspondence with the customer
- Analysing statistics to determine the level of customer service that is required, along with determining the efficiencies within the office
- Developing feedback of complaints/returns procedures for customers to utilise
- Developing, implementation and monitoring of customer services procedures, policies and standards for my department
- Training staff to deliver the optimum customer service to include upselling the company’s products
- Managing repayment of debt to include weekly debtors meeting with the Financial Director and Credit Control Manager
- Implementing the customer awareness programme
- Involvement in the marketing material and website updates
- Stock control
Operations Manager Assistant
- Reporting to the Operations Manager
- Training and assisting other team members
- Dedicated senior customer services, full responsibility in looking after all aspects of logistics and administration for dedicated customers
- Extracting data from the systems and creating reports for KPI’s
- Input data onto a warehouse management systems
- Raise picking documents for the warehouse
- Liason with the transport department to confirm final booking, delivery times and dates
- Telephone and email orders/queries both from customer and internal team members
- Managing vehicle service records and service bookings with the workshops and transport team
Shop Manager
- I started as a Saturday girl at the age of 14, was offered a full-time position once leaving school, progressing to become Shop Manager
- Arranging appointments to see sales representative’s
- Sales target driven
- Advertising, interviewing and training for sales assistants
- Liaising with external jewellery workshop to monitor customer’s repairs
- Buying and selling jewellery
- Sole responsibility of the day to day running of the business
- Cashing and balancing the monies at the end of every working day
- Banking duties
- All aspects of customer service
Education
A Level -
English Language
NNEB -
First Aid Certificate -
St Johns Ambulance
Paediatric First Aid Certificate -
St Johns Ambulance
Enhanced DBS certificate -
Skills
- Clear and concise communication
- Customer care expertise
- Punctuality
- Positive demeanor
- Flexibility
- Office software proficiency
- Team collaboration
- Active listening and empathy
- Meet and greet excellence
Accomplishments
- Call handling increased from 85% to 99.9% of all calls answered
- Customer complaints decreased by over 50%
- Daily sales figure increased from £3,000 to £30,000
Personal Information
References
Available upon request
Licences
Full UK Driving Licence
Key Competencies And Skills
- Clear and concise communication
- Experienced customer care
- Punctual
- Positive attitude
- Flexible
- Proficient with office software
- Team player
- Active listening and empathetic
- Excellent meet and greet skills
Timeline
Customer Service Advisor / Accounts Support
Hyfire Wireless Fire Solutions Ltd
08.2019 - 10.2022
Customer Service Experience Manager
Team Manager
Receptionist / Nursery Support
Atherstone Children and Gamily Centre
Customer Service Representative
Commercial Director Assistant
Operations Manager Assistant
Shop Manager
A Level -
English Language
NNEB -
First Aid Certificate -
St Johns Ambulance
Paediatric First Aid Certificate -
St Johns Ambulance