Maria Little

I relocated back to Carlisle from Newcastle due to personal reasons. This is my current role and it involves:

• assisting operation team
• maintaining reports
• compliance
• depot administration
• handling keys for fleet vehicles
• ensuring that the debrief of routing is followed correctly

• assisting customers in person and via email and telephone

• building and maintaining relationships with clients

• meeting daily/weekly/monthly KPIs

• data input

At this point I relocated from Carlisle to Newcastle on a permanent basis. The role involved:

• assisting with the management of the operation within a parcel network
• assisting with the management and maintenance of fleet
• providing customer service to existing customers
• handling all inbound and outbound queries
• invoicing duties
• main point of contact for all employed and self employed employees on site
• data entry
• providing quotes on specific shipments
• assisting management with all aspects of the operation
• handling customer queries through various platforms (telephone, email, face to face) • updating PODs
• debrief of drivers
• working towards service targets

• account management
• building and maintaining relationships with customers
• managing customer expectations for my own region (NW England and SW Scotland)
• working within a team to provide an excellent and reliable service for our customers
• main point of contact for customers within the region I managed for any queries relating to their account
• investigating claims
• processing daily/weekly/monthly reports
• working in a fast paced and professional environment
• providing customers with accurate information
• meeting daily/weekly/monthly KPIs
• working closely with the operations team to ensure that our customers were always informed of updates/relevant information
• inputting data accurately
• contacting customers in person and through email and calls

• service customers within a front facing customer service role
• meeting KPIs
• managing workload in line with allocated deadlines
• assisting customers with a variety of queries including complaints
• cash handling
• the operation of warehouse machinery
• upselling products

This was a temporary opportunity to work abroad in Mallorca, Spain. I took the opportunity to support my personal development and take a challenge in a foreign country.

• holiday rep/customer service
• providing guests with support whilst in resort
• processing sales/payments
• assisting with customer queries and complaints
• managing customer expectations

• serving guests
• complying with allergen policies
• handling payments (cash and card)
• the use of specialised kitchen equipment
• providing all guests with a high level of customer service within a front facing role
• processing sales
• maintaining stock levels/stock rotation practises

Customer service apprenticeship - level 2

This was a one year qualification that I successfully completed in Customer Service Level 2.

• processing customer orders through various platforms
• taking payments
• picking/packing orders
• managing customer queries through various platforms
• handling complaints