Michelle Eason-Brookes
Reddish,Stockport
Summary
I have worked in many different environments and always been a proactive individual committed to providing excellent customer service, loyalty and satisfaction.
I have a practical but passionate approach to problem solving and getting the very best result for the customer.
I am highly motivated to achieve goals, and can also perform just as well as a team player, helping to motivate those around me and promote a positive attitude in challenging environments.
Organized and dependable with a high degree of accuracy, always looking to solve problems as soon as they arise.
Overview
18
18
years of professional experience
7
7
years of post-secondary education
Work history
Contact Centre Agent
Sky
Stockport, Cheshire
09.2020 - Current
- Achieved daily performance targets, aiding department progression towards sales goals.
- Attended regular product training to enhance customer advice.
- Established follow-up call systems to effectively resolve complaints and maintain customer loyalty.
- Processed complaints professionally, seeking effective, timely solutions for continued customer satisfaction.
- Used outstanding problem-solving and communication skills to appease dissatisfied customers.
- Regularly achieved outstanding customer feedback when helping them find the best results for their needs.
House keeper and general welfare
Unite Students
Manchester, Greater Manchester
12.2011 - 07.2019
- Performed thorough deep cleaning, consistently receiving top scores on customer evaluation surveys.
- Swept and vacuumed floors, hallways and stairwells, keeping public areas immaculately well-presented.
- Maintained clean, safe environments for guests and staff, strictly following infection control policies.
- Cleaned and returned vacant rooms to guest-ready status within specified timeframes.
- Serviced bathrooms with fresh supplies and regular cleaning.
- Emptied bins regularly, carefully sorting waste and recycling to improve establishment sustainability.
- Sorted and disposed of rubbish and recyclables daily, avoiding waste buildup.
- Delivered faultless cleanliness standards and exceptional guest care.
- Interacted positively and professionally with residents, maintaining excellent service standards.
Customer Sales Assistant
Boots
Stockport, Cheshire
11.2008 - 03.2011
- Handled customer enquiries promptly and professionally, consistently exceeding satisfaction KPIs.
- Interacted and engaged with customers, providing guidance and expert advice to influence purchase decisions.
- Continuously improved product knowledge to maintain highest levels of service quality.
- Optimised efficiency of stock operations using data from hand-held scanners.
- Carefully managed stock locations, selecting best-possible variables and container types to meet storage needs.
- Controlled best before dates to properly utilise stock.
- Maintained neat and clean store areas in line with health and safety policies.
- Planned orders with supplies, producing re-order point reports to guide strategic decision-making.
Customer sales assistant/barista
Marks and Spencer
Stockport, Cheshire
12.2005 - 10.2008
- Interacted and engaged with customers, providing guidance and expert advice to influence purchase decisions.
- Handled customer enquiries promptly and professionally, consistently exceeding satisfaction KPIs.
- Stocked, replenished and organised shelves to ensure consistent levels of product availability.
- Continuously improved product knowledge to maintain highest levels of service quality.
- Created speciality drinks according to exact customer requests and preferences.
- Produced high-volume coffee orders quickly and accurately, meeting customer demand.
- Warmly greeted and served customers, promptly processing payments to minimise wait times.
- Built and nurtured customer loyalty by remembering personal preferences.
- Trained new team members with positive reinforcement and respectful, motivational coaching.
- Cleaned and sanitised coffee and food preparation areas, maintaining impeccable hygiene standards.
Education
GCSEs - English language/literature, Geography, History, French, Art, Maths, Religion
Stockport Convent
Stockport 09.1975 - 06.1980
A-Levels - English literature and typing
Aquinas College
Stockport 09.1980 - 06.1982
Skills
- Service knowledge
- Online customer service
- Customer rapport building
- Customer retention
- GDPR compliance knowledge
- Resolving issues
- Live chat
- Practical problem solver
- Personable telephone manner
- Inbound call handling
Languages
English
Fluent
Timeline
Contact Centre Agent
Sky
09.2020 - Current
House keeper and general welfare
Unite Students
12.2011 - 07.2019
Customer Sales Assistant
Boots
11.2008 - 03.2011
Customer sales assistant/barista
Marks and Spencer
12.2005 - 10.2008
A-Levels - English literature and typing
Aquinas College
09.1980 - 06.1982
GCSEs - English language/literature, Geography, History, French, Art, Maths, Religion
Stockport Convent
09.1975 - 06.1980
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