MARY ALUOCH
Slough,Berkshire
Summary
Results-driven professional with extensive experience in supervision, training, and customer relationship management. Proficient in Microsoft Office Suite, with strong organizational and time management skills. Expertise in conflict resolution and case management, utilizing evidence-based practices to enhance team collaboration and improve processes. Committed to data protection compliance while delivering exceptional customer service and driving continuous improvement.
Overview
29
29
years of professional experience
Work History
Escalations Case Manager
MgroupLtd (Morrisons Water Services)
Langley, 12-1900
01.2023 - 01.2026
- Handled complaints and escalations, achieving satisfactory resolutions for clients.
- Achieved 95% customer satisfaction through effective communication and relationship management.
- Managed caseload of over 40 clients monthly, enhancing response times by 20%.
- Resolved 90% of stage 1 complaints within required timelines, ensuring compliance with policies.
- Processed Subject Access Requests while safeguarding sensitive customer information.
- Analyzed data and generated reports, maintaining accurate, confidential client records.
- Oversaw all case aspects, including drafting service plans and assessing closures.
- Liaised with operations teams to facilitate open and effective communication.
Customer Service Advisor
Morrisons Utility Services (Thames Water Metering Program)
Langley
01.2017 - 01.2023
- Surpassed daily targets in inbound and outbound calls through proactive engagement.
- Achieved high customer satisfaction scores based on feedback results.
- Delivered personalized services via proactive consultations with customers.
- Provided training and guidance for new recruits to enhance team performance.
- Consistently exceeded personal service targets, contributing to overall success.
- Executed operational duties, including precise data manipulation and appointment coordination.
- Liaised with internal and external departments to optimize customer service.
- Assisted Customer Experience Manager in elevating company profile and ensuring satisfaction.
Customer Service Advisor
WHSmith Post Office
Slough, Berkshire
06.2013 - 09.2016
- Executed cash handling operations, including foreign currency, with precision and accuracy.
- Ensured effective stock control within Bureau de Change to maintain operational efficiency.
- Provided exceptional customer service by proactively resolving queries and issues.
- Responded swiftly to customer inquiries, ensuring accurate and timely assistance.
- Managed complaints professionally, delivering suitable solutions to enhance customer satisfaction.
- Maintained comprehensive knowledge of product offerings, promotions, and policies to drive sales success.
Customer Service Advisor (Volunteer)
Berkshire Community Savings & Loans
Slough
10.2012 - 05.2013
- Managed opening and closing procedures for Community Centre office.
- Addressed membership inquiries and communicated account changes to customers.
- Assisted customers in selecting appropriate financial products while administering accounts.
- Performed general administrative tasks including filing, photocopying, and liaising with Head Office.
Sales Representative
Avon
Slough & London
03.2001 - 12.2012
- Acquired managerial and leadership skills while recruiting and developing new representatives.
- Executed direct and e-commerce marketing strategies to enhance product sales and distribution.
Administrator
Best Fashion
London
01.1997 - 02.2001
- Managed written correspondence, including letters and emails, while maintaining company records.
- Answered phone inquiries, filed documents, and recorded minutes during meetings.
- Coordinated internal and external meetings with clients to facilitate effective communication.
Education
BSc Honours Degree - Agriculture
Nairobi University
Nairobi, KenyaOCR Level 3 - IT Skills
NCFE Level 2 - Principles of Business Administration
Skills
- Positive attitude and creativity
- Supervision and training
- Strong work ethic and time management
- Microsoft Office proficiency
- Customer relationship management
- Crisis intervention and conflict resolution
- Data reporting compliance
- Evidence-based problem solving
- Empathetic communication skills
- Team collaboration and process improvement
- Case assessments and progress reviews
- Customer service excellence
- Health and safety compliance
Volunteer Experience
Customer Service Advisor (Volunteer), Berkshire Community Savings & Loans, Slough, 2012-10-01, 2013-05-31, Responsible for the opening and closing of the office at Community Centre., Handled membership enquiries and notified customers of changes to their account., Advised customers on suitable financial products on an individual basis whilst opening and administering accounts on the internal system., General administrative duties fulfilled such as filing, photocopying and email liaison with Head Office via email or phone.
Timeline
Escalations Case Manager
MgroupLtd (Morrisons Water Services)
01.2023 - 01.2026
Customer Service Advisor
Morrisons Utility Services (Thames Water Metering Program)
01.2017 - 01.2023
Customer Service Advisor
WHSmith Post Office
06.2013 - 09.2016
Customer Service Advisor (Volunteer)
Berkshire Community Savings & Loans
10.2012 - 05.2013
Sales Representative
Avon
03.2001 - 12.2012
Administrator
Best Fashion
01.1997 - 02.2001
BSc Honours Degree - Agriculture
Nairobi University