Melissa HOWE
Redditch,Worcestershire
Summary
Proficient customer service representative with expertise in customer account management and B2B sales. Demonstrated success across diverse industries, including finance and healthcare. Strong ability to enhance customer satisfaction and drive sales growth through effective communication and problem-solving skills.
Overview
6
6
years of professional experience
Work history
Carer
Live in
Redditch
2024.03 - 2026.07
- Personal Care - Dressing, meal selection and preparation and washing.
- Social – Increased daytime activities by completing crosswords and other puzzles, chatting and general company, TV and movies selection and guidance, confidence boosting and independence encouraging
- Medical – Medication administration and ordering, chaperone for all medical appointment, care plan creator and instigator.
Healthcare Assistant
MSSU and AMU Alexandra Hospital
Redditch, Worcestershire
2025.12 - 2026.04
- Assisted washing and dressing using toilet and maintained personal hygiene daily.
- Cleaned wounds, changed dressings, and replaced cannulas with care.
- Took observations, measured blood sugar and ketones, and recorded results accurately.
- Recorded fluid and food charts and logged purposeful rounding observations.
- Performed skin assessments, completed bladder scans, and collected swabs for MRSA and COVID.
- Monitored telemetry and recorded ECG readings to support clinical decisions.
- Assisted in patient care, improved comfort and well-being.
- Handled challenging behaviour from dementia-affected individuals effectively without resorting to force or intimidation.
- Provided emotional support to patients and their families during difficult times.
- Collaborated with nurses to provide comprehensive patient care, ensuring a smooth recovery path.
Parts Advisor
Halfords
Redditch
2024.08 - 2025.10
- Administration – Updating PACE database, verifying orders and general logistics of parts and tyres, processing surcharge refunds, correcting 100% of errors on PACE.
- Customer Service – Handling queries from garages and other departments, completing requests that garages were unable to complete themselves and following up on call back requests from engineers, managers and garages.
Sales and Retentions Officer
Utility Warehouse
Redditch, Worcestershire
2022.09 - 2024.05
- Sales – Promoting and selling all of UW products and services establishing 67% sales per shift.
- Administration – Establishing customer accounts, updating accounts, sending customer updates via email and text message.
- Retentions – Handling 100% of customer complaints and queries, issue formal apology letters, record complaints and escalate where necessary.
- Liaised closely with external agencies such as social services and housing departments, providing comprehensive support for individuals in need.
Financial Consultant
Santander
Redditch, Worcestershire
2022.07 - 2022.09
- Improved customer outcomes by sharing current financial advice and product information.
- Strengthened affordability by arranging payment plans and credit solutions for customers.
- Enhanced customer confidence by explaining suitable financial products and options clearly.
- Maintained up-to-date knowledge about market trends, ensured informed advice to clients.
Collections and Retentions Officer
Sigma on Behalf of Octopus Energy
Redditch, Worcestershire
2022.02 - 2022.07
- Retentions – Resolve customer issues and complaints, issue gratuity, issue apology letters and escalate serious complaints to Ombudsman where necessary.
- Collections – Setting up payment plans, direct debits and promise to pays, taking payments, setting up recurring payments, updating customer payment details, cancelling payments, amending payment plans.
- Customer Service – Handling 100% of customer queries, taking inbound and outbound calls, calculating customer bills
Vaccination Agent / 119 Agent
Sigma on Behalf of NHS England
Redditch, Worcestershire
2021.10 - 2022.02
- Administration – Book vaccination appointments, Book PCR and Lateral flow tests and order kits for home testing.
- Customer Service – Handle queries, provide correct up to date information and guidance, and promote all services provided by 119 or vaccination line.
Customer Service
Halfords
Redditch, Worcestershire
2021.05 - 2021.10
- Customer Service – Handle customer queries via telephone and email, process, record and resolve customer complaints escalating where necessary and generate gratuity.
- Administration – Update database ( Salesforce), handle internal emails ( from stores and other departments), process orders, generate invoices and VAT returns.
Remote Track and Trace Advisor
Sitel on Behalf of NHS England
Redditch, Worcestershire
2020.11 - 2021.04
- Customer Service – Perform scripted telephone calls and voicemails to confirmed and contact Covid – 19 cases, handle queries from callers during 10 day isolation period, provide up to date information on guidelines and rules, provide counselling and understanding for individuals who were struggling and information on where further help could be sort.
- Administration – Perform risk assessments, process isolation breaches and report these to authorities so that warnings and fines could be issued, update Track and Trace bespoke database, record symptoms so that Covid – 19 could be recorded and tracked.
Education
Care Certificate - Healthcare
CPD
Redditch04.2026
BSc - Creative Media
Glyndwr University
Wrexham08.2013
Advanced E.C.D.L - Advanced European Computer Driving Licence
West Cheshire College
Chester08.2008
E.C.D.L - European Computer Driving Licence
West Cheshire College
Chester05.2008
Skills
- Salesforce and CRM platforms
- Microsoft Office Suite
- B2B Calls
- Telesales
- Database Management
- Customer Account Management
- Customer Account Administration
- Customer relationship building
References
References available on request
Interests
Woodcraft and model construction, knitting, crochet and embroidery, badminton, hiking, cycling, gardening, museums, galleries, theatre and the symphony, National Trust Properties and English Heritage sites, world history and archaeology, cinema, computer games, puzzles and jigsaw as well as socialising with friends and family.
Timeline
Healthcare Assistant
MSSU and AMU Alexandra Hospital
2025.12 - 2026.04
Parts Advisor
Halfords
2024.08 - 2025.10
Carer
Live in
2024.03 - 2026.07
Sales and Retentions Officer
Utility Warehouse
2022.09 - 2024.05
Financial Consultant
Santander
2022.07 - 2022.09
Collections and Retentions Officer
Sigma on Behalf of Octopus Energy
2022.02 - 2022.07
Vaccination Agent / 119 Agent
Sigma on Behalf of NHS England
2021.10 - 2022.02
Customer Service
Halfords
2021.05 - 2021.10
Remote Track and Trace Advisor
Sitel on Behalf of NHS England
2020.11 - 2021.04
Care Certificate - Healthcare
CPD
BSc - Creative Media
Glyndwr University
Advanced E.C.D.L - Advanced European Computer Driving Licence
West Cheshire College
E.C.D.L - European Computer Driving Licence
West Cheshire College