Melissa Taylor
Cheadle Hulme,Stockport
Summary
I currently work as a Customer Relations Case Manager as I work very well under pressure, am a team player, a fast learner, extremely organised and self-motivated.
I genuinely enjoy helping people along with the challenges this presents whether it be, listening to them, answering questions and concerns or finding unique solutions to their concerns.
I have over 7 years of experience in customer service. At Next I was asked to train to obtain a floor leader position so I could help run the floor when managers weren't available after being told by managers that I have great customer service skills and an ability to defuse potentially difficult situations. I was a 4-star performer at Next, this is the highest rating one can receive in reviews, I was then approached to be a team coach and help train new starters.
I then moved to Total Fitness as a membership sales consultant where I was promoted after 6 months to Events Manager due to my dedication to the role, ability to make great first impressions and ensuring every customer left happy and fully satisfied with the tailored resolutions I offered. I also underwent a 4-week long training course in collaboration and leadership.
I feel I am qualified to work as a Host and Receptionist as I have a passion for helping people, whether it be colleagues or clients and I also work well in a fast-paced environment. I am smart, organised, resilient, consistent and calm.
I believe that my skills, dedication, high level of motivation, attention to detail and positive attitude will serve me well. I am eager to hear from you regarding this position at Prestons.
Overview
7
7
years of professional experience
Work history
Customer Relations Case Manager
Royal London
Alderley Park, Cheshire East
11.2024 - Current
- Prioritised tasks for timely completion of projects.
- Offered administrative support to the management team resulting in enhanced operations.
- Streamlined processes with proactive problem-solving abilities.
- Assured data confidentiality by strictly adhering to company privacy policies and regulations.
- Built lasting relationships with regular customers, fostering company loyalty.
- Developed strong product knowledge, customers appreciated the extra information.
Customer Service Excellence
Pets Purest
Wilmslow, Cheshire East
04.2023 - Current
- Managed high-volume customer queries simultaneously through effective multitasking.
- Built lasting relationships with customers through polite and professional phone calls and by putting customer needs first
- Established clear department budgets and cost control strategies to meet objectives.
- Resolved customer concerns promptly and clearly to maintain satisfaction.
- Frequently communicated with satisfied customers to maintain relationships and offer additional services.
- Adapted techniques to specific customers and offered tailor-made solutions based on individual needs
- Developed new business by networking with valuable customers and listening earnestly to feedback
- Increased company Trustpilot score from 3.9* to 4.5*
- Took ownership of escalated customer issues and followed through to resolution.
- Advised senior management of customer service trends, creating proactive strategies to maintain best practices.
- Briefed and motivated staff to deliver daily requirements.
Customer Service Executive
Technology Rentals
Wilmslow, Cheshire East
10.2022 - 03.2023
- Warmly greeted customers with positive telephone etiquette, asking well-rounded questions to identify issues.
- Credit control and debt recovery
- Exceeded targets by delivering comprehensive and consistent service.
- Managed banking and accounts with finance knowledge.
- Offered detailed product and service advice based on customer needs and built good relationships with clients.
- Resolved complaints with proactive problem-solving and analysis for over 50 clients per day.
- Audited calls and service levels to maintain high standards.
- Updated account information after customer calls for well-maintained data accuracy.
- De-escalated objections and disputes professionally to maintain customer satisfaction.
- Provided professional and helpful support to new and existing clients.
- Organised marketing plans and programmes to best support business growth and development.
Events Manager
Total Fitness
Wilmslow
05.2022 - 10.2022
- Managed administrative logistics of events planning, including contract signing, fee collection, event booking and event promotions.
- Managed event budgets of up to £90,000 ensuring cost-effective resourcing and planning.
- Liaised with clients to determine event requirements and constraints, outlining package options to meet needs and exceed expectations.
- Increased client retention and repeat business opportunities by 34% over 3 month period.
- Managed catering and hospitality for 300+ capacity events and meetings.
- Sourced, secured and coordinated activities of service providers including catering, signage and audiovisual equipment to facilitate seamless event proceedings.
- Solicited feedback from clients to assess event success and uncover opportunities for improvement.
- Liaised with marketing and PR colleagues to promote special events in social calendars.
- Paid and settled with vendors, venues, staff and contracted services.
Membership Consultant
Total Fitness
Wilmslow, CHE
11.2021 - 05.2022
- Completed all documentation quickly to facilitate quick sign-up processes.
- Overcame objections with deep knowledge of membership benefits, scripted responses and persuasive communication skills.
- Consulted with potential clients about personal needs and budget concerns.
- Conducted tours of facility to showcase features and answer questions.
- Actively engaged clients upon entrance with pleasant and professional greetings.
- Maintained membership database, ensuring that all information was current and accurate.
- Identified issues and immediately stepped up to guarantee speedy and effective resolutions.
- Identified prospect needs and developed appropriate responses along with information on suitable products and services.
- Researched potential clients and markets to prepare for appointments.
- Collaborated with clients to maintain relationships and provide customers with thorough support and guidance.
- Promoted high level of customer satisfaction using strong relationship-building skills, consistent follow-up and prompt issue resolution.
- Managed over 70 calls per day
- Work to high targets and worked into evenings and weekends to ensure high-performance ratios
- Earned employee of the month 3 times for 'resilience and determination to do the right thing for members'
- Worked flexible hours, covering late shifts, weekends, and bank holidays.
- Developed ongoing processes using good team communication and collaboration.
- Stored and monitored sensitive data to ensure GDPR standards were met
Sales Consultant
Next PLC
Handforth, CHE
08.2018 - 11.2021
- . Answering the phone and redirecting customers to the correct member of staff
- Manned the front desk, taking care of administrative work and welcoming members.
- Provided brilliant training to employees by teaching and monitoring to exceptional standards
- Checked stationary inventory and ordered more when needed
- Cleaned and organised stations in compliance with head office regulations
- Checked credentials and identified paperwork for incoming employees and visitors
- Carried out day-to-day safety duties accurately and efficiently
- Maintained smooth operations through effective and efficient use of handheld terminals
- Delivered exceptional level of service by listening to concerns and answering questions
- Worked closely with store manager to establish and deliver accurate inventory scans, stock checks and RFID tag Association.
- Processed over 700 parcels per day in a two-hour deadline to reach and surpass the stores sales targets
- Worked late evenings after the store was closed and at weekends to help organise visual merchandising
- Managed smooth operation of stock-taking yearly by doing a physical count of all merchandise
- Resolved customer complaints efficiently and professionally while maintaining a positive customer environment
- Processed credit, debit and home loan credit payments to complete purchases
- Received and processed product returns
- Competent in Microsoft office
Education
Certificate of Higher Education - Applied Science
Stockport college
Stockport08.2020
GCSE -
The King's School In Macclesfield
Macclesfield2019
Skills
- Problem solving
- Time management
- Communication skills
- Motivational team player
- Conflict resolution
- Extremely organised
- Self-motivated
- Excellent customer service
- Methodical multitasker
- Team leadership
- Strong verbal communication
- Attention to detail
Timeline
Customer Relations Case Manager
Royal London
11.2024 - Current
Customer Service Excellence
Pets Purest
04.2023 - Current
Customer Service Executive
Technology Rentals
10.2022 - 03.2023
Events Manager
Total Fitness
05.2022 - 10.2022
Membership Consultant
Total Fitness
11.2021 - 05.2022
Sales Consultant
Next PLC
08.2018 - 11.2021
Certificate of Higher Education - Applied Science
Stockport college
GCSE -
The King's School In Macclesfield
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