Marcelle Freeman
Newton Abbot,Devon
Summary
Dedicated customer service management professional with extensive experience in fast-paced call centre environments. Led by example to provide first-class customer care. Motivated, mentored and incentivised teams to achieve productivity and performance targets. Driven and ambitious Customer Service Manager with experience overseeing customer service resources to successfully and comprehensively meet department goals and objectives. Keeps track of customer service trends, creating proactive strategies to maintain best practices. Hardworking service management professional with extensive experience in Customer Service leadership. Skilled in business planning and organisation to maintain smooth daily operations. Leads by example to motivate high-achieving, dedicated service teams. Energetic employee well-versed in strong communication and organisation skills. Seeks solutions to problems and applies extensive analytical knowledge to findings. Adept at multi-tasking, leading group discussions and managing projects. Loyal employee with solid understanding of training and mentoring employees. Dedicated team player, proactive and hands-on in task completion. Hard-working Customer Service Manager with strong organisational skills. Achieves company goals through exceptional planning and prioritisation. Experienced Customer Service Manager with over 9 years in Vehicle Hire industry and 10 years as an Office Manager. Excellent reputation for resolving problems and improving customer satisfaction. Offers flexible schedule to deliver on team goals.
Overview
32
32
years of professional experience
Work History
Customer Service Manager
Nationwide Hire 4 U LTD
Remote worker - From Home, Devon
03.2016 - Current
- Improved customer service experiences to facilitate organic growth and loyalty.
- Planned staff rotas to meet customer needs whilst remaining under budget.
- Leveraged strong product and service knowledge to assist customers and resolve issues.
- Recruited customer service team members and mentored in company policies and best practices.
- Implemented personal development programmes to enhance staff capabilities and satisfaction.
- Communicated courteously with customers by telephone and email.
- Delivered feedback constructively to enhance staff performance.
- Advised management of customer service trends, creating proactive strategies to maintain best practices.
- Took ownership of escalated customer issues and followed through to resolution.
- Adhered strictly to policies and procedures for continued company compliance.
- Diagnosed and communicated technical problems to customers at appropriate level of understanding.
- Troubleshot glitches and provided techniques to smooth workflow for customers.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Investigated customer issues to find acceptable conclusion and prevent recurrence.
Office Manager
Property Repair Systems
Newton Abbot, Devon
04.2006 - 02.2016
- Oversaw office budget to responsibly allocate equipment and resources.
- Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs.o
- Managed 2 employees office, supervising workers, enhancing productivity and driving efficiency.
- Managed costs and billing, resolving financial discrepancies effectively through organisational management of account information.e manager
- Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs.
- Managed 2 office employees, supervising workers, enhancing productivity and driving efficiency.
- Conducted risk assessments to reach regulatory compliance and promote staff health and safety.
- Provided complete meeting support, including materials preparation and minute-taking.
- Reviewed timesheets and administered employee entitlements with excellent HR knowledge.
- Negotiated with vendors to minimise costs and improve service delivery.
- Oversaw office inventory activities, including ordering and requisitions, stocking and shipment receiving.
- Trained and mentored staff to drive performance and target achievement.
- Managed costs and billing, resolving financial discrepancies effectively through organisational management of account information.
- Oversaw staff training for 2 employees, ensuring all staff training was up-to-date.
Factory Worker
Yeo Valley
NEWTON ABBOT, Devon
01.2004 - 01.2006
- Controlled factory equipment to exceed daily production targets.
- Strictly followed company safety regulations, eliminating workplace accidents and incidents.
- Carefully loaded items for shipping, stacking securely to minimise product damage.
- Inspected goods ahead of dispatch, minimising delivery errors.
- Supported stable production lines by preparing orders with precision and high accuracy.
- Manually loaded, unloaded and manoeuvred bulky goods, safely lifting and transporting heavy loads.
- Maintained high levels of organisation and cleanliness for clear and safe working environment.
- Introduced improved picking and packing methods, successfully reducing dispatch turnaround times.
- Fed machinery with materials or equipment at steady pace to prevent blockages or damage.
- Maintained fast pace and attention to detail to meet productivity targets.
- Used appropriate protective gear to minimise risk of injury.
- Cleaned equipment, identifying potential repair and maintenance needs.
- Replenished supplies to prevent downtime in production.
- Communicated safely to coordinate with team members in noisy and fast-paced environment.
Nursery Nurse
Chestnuts Day Nursey
Bovey Tracey , Devon
04.1997 - 01.2004
- Planned and led engaging activities for small groups of young children.
- Encouraged children to share and communicate with peers to boost social development.
- Established and maintained positive relationships with parents, carers and nursery staff.
- Promoted internal policies, external legislation and regulatory guidelines.
- Supported children to identify and manage their feelings and behaviours.
- Closely monitored child wellbeing, regularly updating parents to assure continued safety and security.
- Wrote up regular activity and observations reports, monitoring children's progress and development.
- Demonstrated awareness of children's cultural background, disabilities and medical histories.
- Safeguarded and protected welfare of young children.
- Worked with large team to complete daily tasks to schedule.
- Supervised indoor and outdoor play, providing first aid as necessary.
- Prepared nutritional snacks to cater to individual dietary needs.
- Followed nursery guidelines to address negative behaviours.
- Facilitated Early Years Foundation Stage (EYFS) learning and play.
- Maintained welcoming, age-appropriate classroom environment.
Laboratory technician
Devon Desserts
NEWTON ABBOT, Devon
04.1992 - 01.1997
- Recorded all data and results accurately and responsibly.
- Operated, maintained and calibrated lab equipment, consistently meeting accuracy and schedule targets.
- Performed testing procedures according to agreed laboratory protocols.
- Handled reagents with care and precision.
- Organised and stored all chemicals substances, fluids and compressed gases according to safety instructions.
- Cleaned and tested equipment to support stable lab processes.
- Tested products and raw materials against Quality Control (QC) standards.
- Disposed of hazardous materials according to industry regulations.
- Maintained clean, organised laboratory workspace to comply with hygiene and safety standards.
- Prepared laboratory specimens and samples for efficient, accurate testing processes.
- Performed routine maintenance on laboratory equipment, preventing malfunctions and downtime.
Education
NVQ Level 3 - Early Years Care & Education
Teignmouth College
Newton AbbotSkills
- Effective workflow management
- Budgeting and reporting
- Effective problem solver
- Engaging leadership style
- Skilled trainer
- Negotiation expert
- Cash handling
- Customer relations
- Personnel training and development
- Complaint resolution
- Research and due diligence
- Performance management
- Excellent time management skills
- Microsoft Outlook, Word and Excel
- Employee management
- Customer service
- Data entry
Timeline
Customer Service Manager
Nationwide Hire 4 U LTD
03.2016 - Current
Office Manager
Property Repair Systems
04.2006 - 02.2016
Factory Worker
Yeo Valley
01.2004 - 01.2006
Nursery Nurse
Chestnuts Day Nursey
04.1997 - 01.2004
Laboratory technician
Devon Desserts
04.1992 - 01.1997
NVQ Level 3 - Early Years Care & Education
Teignmouth College
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