Summary
Overview
Work history
Education
Skills
Languages
Affiliations
References
Timeline
Generic

Marie Fowler

Canvey Island,UK

Summary

Experienced professional with a strong background in technical and software troubleshooting. Demonstrates exceptional problem-solving abilities and attention to detail, ensuring service level agreement compliance and effective incident management. Proficient in Microsoft Office, ServiceNow, and CRM Dynamics. Adept at team collaboration and communication, committed to delivering outstanding customer service and achieving organisational goals with a proven track record in workflow prioritisation and end-user training. .

Overview

10
10
years of professional experience

Work history

Senior support analyst

Education Software Solutions/Parentpay Group
Chelmsford, UK
01.2022 - Current
  • Diagnosed and resolved issues for customers via phone, email, and remote access tools and data collection within SLA times, improving client satisfaction and reducing downtime.
  • Analysed system logs regularly, identifying potential issues before escalation.
  • Prioritised high-impact issues, minimising disruption of services.
  • Managed team caseloads.
  • Communicated anticipated resolution times to customers effectively.
  • Delivered exceptional customer service for increased client satisfaction.
  • Used support tickets to track and speed up incidents.
  • Confidently managed multiple tasks while prioritizing workloads.
  • Met key performance indicators established by line manager and senior leadership team.
  • Escalated unresolved cases to appropriate support teams, ensuring comprehensive issue details were provided.
  • Raised support cases from emails and distributed those that could not be resolved to appropriate teams.
  • Facilitated training sessions to improve team's technical proficiency.
  • Assisted Escalations team for 18 months by manually testing fixes from Development team whilst still maintaining high standards of service

1st Line Support Desk Analyst

Education Software Solutions/Parentpay Group
Chelmsford, UK
09.2020 - 01.2022
  • Acted as initial liaison for educational software users in schools.
  • Maximized first-contact resolution by employing comprehensive knowledge base system.
  • Escalated unresolved cases to appropriate support teams.
  • Managed customer expectations regarding issue resolution timelines.
  • Consistently achieved role-specific KPIs through effective case management.
  • Training new team members to ensure customer service expectations are met and proper procedures are followed

Group Sales Advisor

Cruise and Maritime Voyages
Purfleet, UK
10.2018 - 07.2020
  • Served as primary contact for Group bookings & established new allocations for groups.
  • Coordinated with internal departments to enhance customer and agent experiences.
  • Coordinated familiarization trips for groups of up to 30 individuals.
  • Participated in industry shows to showcase company offerings.
  • Performed daily administrative tasks to maintain updated booking information.
  • Processed quotes and bookings efficiently, ensuring all passenger and agent requests were met & promoted products through meetings with coach operators and group organisers.

Reservations Administrator

Cruise and Maritime Voyages
Purfleet, UK
04.2018 - 10.2018
  • Was first point of contact for direct customers and agents to make and amend bookings
  • Maintained high levels of data accuracy for smooth business operations by quality checking bookings before final documentation on was sent out.
  • Assisted senior administrators to effectively coordinate large-scale events.
  • Handled sensitive information discreetly, maintaining confidentiality at all times as required by protocol.

Travel Consultant

TUI UK
Thurrock, UK
08.2017 - 04.2018
  • Facilitated smooth travel arrangements, enhancing customer experience.
  • Coordinated with suppliers to secure best rates and services.
  • Promoted premium travel packages for increased sales conversion.
  • Implemented effective communication skills to build strong client relationships.
  • Kept up-to-date with latest industry trends to provide accurate information and advice.
  • Dealt efficiently with last-minute changes to minimise disruption.

Senior Contact Centre Associate

IFDS
Chelmsford, UK
01.2016 - 08.2017
  • Assisted clients and Wealth partners with queries and managing their Stocks & shares ISAs
  • Enhanced customer satisfaction with prompt and accurate responses.
  • Maintained positive and professional demeanour under pressure, handling difficult situations with composure and tact.
  • Updated client database to ensure up-to-date information.
  • Supported senior staff members during busy periods resulting in efficient workflow.
  • Handled administrative duties.

Administration Assistant

Credit4cars
Basildon, UK
07.2015 - 12.2015
  • Enhanced communication with team by scheduling and coordinating meetings.
  • Managed incoming calls, ensured effective communication channels.
  • Maintained office supplies inventory.
  • Complied carefully with procedures, upheld standards of quality administration.
  • Resolved administrative problems by analysing information and identifying solutions.
  • Communicated professionally with clients, cemented positive relationships.
  • Ensured data accuracy with meticulous record keeping practices.

Education

NVQ Level 2 - Retail and Customer Services

Lifeskills
Essex

NVQ LEVEL 2 - Travel and Tourism

Travel Training College
Essex

GCSE - English, English Lit, Mathematics, Information Technology, Media Studies, Double Science

Furtherwick Park School
Canvey Island, Essex

Skills

  • Customer service & relationship management
  • Problem-solving & Adaptability
  • Case & Incident management with ServiceNow & CRM Dynamics
  • Microsoft Office (Excel, Word)
  • Team collaboration
  • Communication skills
  • Time management
  • Technical troubleshooting
  • Attention to detail
  • Workflow prioritization & Service Level Agreement compliance
  • Application installation & Software update installation
  • End-user training

Languages

English
Native

Affiliations

Spending time with my family and friends

Reading

Travelling

Going to concerts

Baking

Kickboxing

References

References available upon request.

Timeline

Senior support analyst

Education Software Solutions/Parentpay Group
01.2022 - Current

1st Line Support Desk Analyst

Education Software Solutions/Parentpay Group
09.2020 - 01.2022

Group Sales Advisor

Cruise and Maritime Voyages
10.2018 - 07.2020

Reservations Administrator

Cruise and Maritime Voyages
04.2018 - 10.2018

Travel Consultant

TUI UK
08.2017 - 04.2018

Senior Contact Centre Associate

IFDS
01.2016 - 08.2017

Administration Assistant

Credit4cars
07.2015 - 12.2015

NVQ Level 2 - Retail and Customer Services

Lifeskills

NVQ LEVEL 2 - Travel and Tourism

Travel Training College

GCSE - English, English Lit, Mathematics, Information Technology, Media Studies, Double Science

Furtherwick Park School
Marie Fowler