Natalie Claire Thomas

• Mentor new hires, providing guidance to ensure their successful integration into the team.
• Manage escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
• Train and supervise a team of customer service representatives in providing quality service to customers.
• Evaluate customer service staff performance and provide constructive feedback.
• Collaborate with management to develop strategies aimed at improving overall team performance.
• Handle day-to-day customer contact via phones and emails.

• Improved first-call resolution rates by providing accurate information and effective problem-solving skills.
• Maintained high-quality service standards, ensuring positive customer feedback.
• Continuously sought opportunities for personal development through ongoing training programs.
• Proactively identified potential issues or trends affecting customer satisfaction, reporting findings to management.
• Helped a large volume of customers every day with positive attitude and focus on customer satisfaction.
• Responded to customer calls and emails to answer questions about products and services.

• Daily management of processing and executing sales from Account Executives.

• Purchasing items to enable jobs to be scheduled (equipment and materials)
• Diary entry to required job teams to schedule work in line with material arrival.
• Liaising with clients on expectation of work completion and progress.
• Taking a high volume of inbound calls and dealing with questions efficiently and effectively and inputting data into ICT systems.
• Assisting in training new members of staff.
• Build customer relations through supporting high profile corporate and street accounts.
• Process orders, literature requests, and supply information to our customers.

• Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
• Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
• Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
• Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.

• Delivered onsite technical support to 10 learners relating to IT activities.
• Established strong working relationships with colleagues, fostering a collaborative environment that enhanced IT support delivery and efficiency.
• Configured hardware, devices, and software to set up work stations for employees.

• Coordinated multiple projects simultaneously, ensuring timely completion and alignment with organizational objectives.
• Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
• Acted as first point of contact and set appointments for prospective clients.

• Answered inbound telephone calls from interested customers to persuasively discuss offerings.
• Increased sales by effectively identifying customer needs and presenting tailored solutions.
• Improved product knowledge, attending regular training sessions and staying updated on industry trends.