Open To Work
Martha Fogarty
Solihull,BIR
Work Preference
Summary
I'm a dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
I'm committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
9
9
years of professional experience
Work History
Customer Service Executive
Secure Trust Bank
09.2024 - 07.2026
- In my role, I manage a high volume of inbound and outbound calls, completing security checks to protect customer information and ensure compliance. Once verified, I access accounts and provide tailored support.
- My responsibilities include sending documents, updating payment details, explaining contractual obligations, and helping customers with vehicle-related issues. I also direct customers to specialist teams, focusing on clear communication and full resolution, together with a range of other administrative tasks.
- I am focused on delivering all of my key performance indicators within my role, achieving my time in after call work, time spent with customers, and complaint handling targets, which contributes to the excellent customer service which my department provides.
- A key achievement in my performance this year was to deliver excellent call quality during my interactions with customers, where I achieved 100% compliance on all call quality checks, earning excellent feedback from my manager and head of department.
- In 2026 I became the chair of the Grow Sustain Care committee, responsible for providing feedback and engagement within the three customer service groups in Secure Trust Bank. This role involves holding meetings, organizing and presenting huddles for over 60 colleagues. This role has helped improve my organizational and presenting skills and again earning excellent feedback from the head of my department.
Customer Advisor & Groom Room Assistant
Pets at Home
10.2021 - 06.2024
- I supported customers with product advice, pet care queries, and grooming services in a fast-paced retail environment.
- Key responsibilities:
- Assisting customers with product selection and pet-related questions
- Maintaining a clean, organized Groom Room and completing dog grooms within set timeframes
- Booking appointments and advising customers on suitable grooming packages
- Meeting KPIs and performance targets during busy periods
- Delivered exceptional customer service, addressing inquiries and resolving issues efficiently.
- Assisted in training new staff on product knowledge and customer engagement techniques.
- Collaborated with team members to enhance store layout, increasing customer flow and satisfaction.
- Educated customers on pet care products, enhancing their shopping experience and promoting product knowledge.
Bartender & Waitress
Monkspath Harvester
08.2018 - 06.2021
- Key responsibilities:
- Serving food and drinks while maintaining excellent customer service
- Working closely with team members to ensure smooth service
- Managing multiple tables and customer needs simultaneously
- Handling difficult situations with professionalism
- Monitored customer satisfaction, addressing concerns promptly to maintain positive experience.
- Managed bar inventory, ensuring timely restocking and minimizing waste through effective supply chain practices.
- Trained new staff on bartending techniques and customer service protocols to enhance team performance.
Bar & Restaurant Assistant
Solihull Arden Club
10.2017 - 08.2018
- Key responsibilities:
- Maintaining a clean, well-stocked bar area
- Collaborated with kitchen staff to maintain food quality and presentation standards.
- Assisted in daily restaurant operations, ensuring service quality and customer satisfaction.
- Coordinated special events, optimizing resource allocation for successful execution and guest engagement.
Education
SAF Qualification - Specialist Automotive Finance
Secure Trust Bank
Secure Trust Bank 01-2026
Diploma - Photography
Solihull College
Solihull, United Kingdom07-2018
Animal Welfare Management Level 3 Diploma - Animal Welfare Management Level 3
Moreton Morrell College
Warwickshire07-2017
Skills
- Time management and ability to priorities effectively
- Data entry
- Customer communication with professionalism and empathy
- Handling difficult customers and resolving complex queries
- Ability to complete multiple tasks within set timeframes
- Confident working independently or collaboratively
- Flexible and adaptable to new challenges
- Quick learner with enthusiasm for developing new skills
- Strong problem-solving and decision-making abilities
- Call center experience
- Microsoft outlook
- Administrative support
Timeline
Customer Service Executive
Secure Trust Bank
09.2024 - 07.2026
Customer Advisor & Groom Room Assistant
Pets at Home
10.2021 - 06.2024
Bartender & Waitress
Monkspath Harvester
08.2018 - 06.2021
Bar & Restaurant Assistant
Solihull Arden Club
10.2017 - 08.2018
SAF Qualification - Specialist Automotive Finance
Secure Trust Bank
Diploma - Photography
Solihull College
Animal Welfare Management Level 3 Diploma - Animal Welfare Management Level 3
Moreton Morrell College