Marion Anne Grant
Walsall,West Midland
Summary
Highly focused and adaptable professional with excellent customer service skills. Demonstrates effective time management, organisational abilities, and the capacity to respond swiftly to changing demands. Known for empathy and warmth, ensuring customers feel understood and trust in the information provided. A fast learner who is not afraid to seek assistance when needed, committed to resolving queries efficiently without escalation. Driven professional know for dedication to role and ready to make an impact in a new field.
Overview
34
34
years of professional experience
Work history
Grant Assessor
Auriga Services Ltd
Birmingham, West Midlands
2005.03 - Current
- Improved client satisfaction by providing thorough and timely feedback on individual applications during assessments.
- Advocated for high standards in assessments, promoting fairness and equality within the organisation.
- Conducted detailed assessments of candidate individual application to ensure fairness.
- Kept accurate records of all assessments conducted, aiding transparency and accountability in recruitment processes.
- Adhered strictly to ethical guidelines whilst conducting assessments to maintain integrity in results obtained.
- Demonstrated exceptional attention to detail when evaluating candidates' skills which ensured only qualified individuals were selected for positions.
- Ensured compliance with data protection laws during all stages of assessment procedures thus safeguarding company's reputation against potential legal issues related to privacy infringement.
- Ensured adherence to company policy by all team members, maintaining professionalism at all times.
- Developed strategies for improved performance level across the team.
- Devised actionable plans towards achieving set business objectives within deadlines.
- Provided comprehensive onboarding training to reduce learning curve for new hires.
- Negotiated successful outcomes in challenging scenarios, demonstrating strong problem-solving skills.
- Resolved conflicts effectively, promoting harmony within the workforce.
- Introduced innovative solutions which maximised output without compromising quality.
- Implemented new working methods which improved overall efficiency of the team operations.
- Conducted regular performance reviews to identify areas of improvement for each team member.
- Fostered a high-performing environment to drive productivity and quality.
- Coordinated daily tasks, ensuring smooth workflow within the team.
- Streamlined workflow for a more efficient process.
- Encouraged open communication, fostering a positive work culture.
- Prioritised tasks according to urgency and importance, optimising workload allocation among team members.
- Improved customer satisfaction through close collaboration with the team.
- Provided excellent customer service to enhance business reputation.
- Displayed teamwork skills to improve overall productivity.
- Upheld company policies strictly, fostering a compliant work environment.
- Organised staff rota to ensure smooth operation of duties.
- Handled difficult customers, resulting in conflict resolution.
Team manager
Severn Trent Water
Coventry , West Midlands
2000.03 - 2005.02
- Coordinated with various departments for seamless workflow.
- Streamlined operations, leading to increased team performance.
- Facilitated weekly meetings to discuss progress on projects, deadlines, objectives and concerns.
- Fostered a positive work environment through effective communication and conflict resolution tactics.
- Enhanced team productivity by implementing effective project management strategies.
- Achieved higher team efficiency with regular training and mentoring sessions.
- Delegated responsibilities efficiently amongst team members.
- Maintained up-to-date knowledge of industry trends, enabling informed decision-making processes.
- Boosted morale by recognising and rewarding exceptional work.
- Prioritised workload effectively, resulting in timely completion of tasks.
- Conducted performance evaluations to identify areas of improvement.
- Cultivated a strong rapport with team members, fostering a cohesive and collaborative workplace environment.
- Provided consistent leadership to maintain high levels of team performance and satisfaction.
- Developed action plans for continuous process improvement initiatives.
- Implemented staff rota schedules to ensure adequate coverage during peak times.
- Encouraged open dialogue amongst employees for better problem-solving ability.
Customer support agent
Severn Trent Water
Birmingham, West Midlands
1992.03 - 2000.03
- De-escalated tense situations with disgruntled customers calmly and professionally.
- Utilised CRM software proficiently to keep accurate records of all interactions with customers.
- Worked on multiple platforms to handle customer inquiries effectively.
- Coordinated with other departments to resolve complex client issues swiftly, improving overall efficiency.
- Managed customer complaints, ensuring positive experience.
- Improved rapport with customers by providing empathetic and patient support during difficult situations.
- Kept abreast with latest updates about company's offerings-ensured accurate information relayed to customers at all times.
- Collaborated with team members to provide high-quality support services.
- Handled sensitive information cautiously with utmost confidentiality.
- Prioritised tasks in a fast-paced environment, maintaining consistent quality of service delivery.
- Assisted customers with queries, improved satisfaction rate.
- Trained new staff on customer service protocols, enhancing team performance.
- Promoted additional products or services when appropriate to boost company revenue.
- Fulfilled targets in line with complaint, dispute and chargeback procedures.
- Maintained and updated customer contact and call ticket information within company database.
- Quickly established and strengthened trusting customer relationships using strong interpersonal and active listening skills over telephone.
- Managed customer support calls, email correspondence and support ticketing system.
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Assisted customers with varying questions using product knowledge and service expertise.
Agency Customer Service
Good Staff Agency
Cotteridge , West Midlands
1992.02 - 1995.02
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Successfully delivered on tasks within tight deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours, covering nights, weekends and bank holidays.
- Consistently arrived at work on time and ready to start immediately.
- Offered friendly, efficient customer service and handled challenging situations with ease.
- Improved efficiency and productivity by acquiring new skills.
- Displayed energy and enthusiasm in fast-paced environment.
- Delivered exceptional customer service by proactively listening to concerns and answering questions.
Education
Energy Adviser Qualification - Energy
NEA
New Castle Tyne-Wyre 2022.04 -
Skills
Highly focused individual who works well as part of a team or solo
Effective time management stay organised, prioritise workload, respond quickly to changing demands
Adaptable and flexible
Excellent customer service skills verbal and written
Ability to show empathy showing customers I understand their situation and can resolve queries without the need to escalate to manager
Warmth people I deal with know they are speaking to someone who cares about their query and they can trust me to provide accurate information
Fast learner but not afraid to question or ask for help when required
References
References available upon request.
Timeline
Energy Adviser Qualification - Energy
NEA
2022.04 -
Grant Assessor
Auriga Services Ltd
2005.03 - Current
Team manager
Severn Trent Water
2000.03 - 2005.02
Customer support agent
Severn Trent Water
1992.03 - 2000.03
Agency Customer Service
Good Staff Agency
1992.02 - 1995.02