NICOLA MAUNDRILL
Pontefract
Summary
Highly efficient professional with a strong background in customer service and office administration. Demonstrates excellent telephone manner, verbal communication, and problem-solving skills. Proven ability to implement CRM systems and ensure data confidentiality. Adept at transaction processing, dispute resolution, and brand representation. Committed to continuous learning and adaptable to changing commercial environments.
Overview
24
24
years of professional experience
Work History
Customer Service Advisor
KP Linpac
Featherstone
09.2019 - 11.2024
- Managed the customer communication channels including email inbox and telephone
- Used standard procedure to complete the order process from receipt of customer orders through to dispatch and then invoicing
- Coordinated activities with local and international Customer Service divisions, interacting with external departments on common issues, with practical solutions
- Resolved routine and complex client service issues in a thorough and expeditious manner, utilising sound judgment with an emphasis on courtesy
- Ensured ethical behaviour and full compliance with the company's policies and UK regulations
- I am responsible for supporting Account Managers and channel partners in processing orders
- Responded to external and internal enquiries courteously and quickly
- Accurately followed directives from superiors
Apprentice to Deputy Manager
Thomas Cook
Pontefract
03.2001 - 09.2019
- Level 3 NVQ travel services
- Management level 5
- Used effective people management and organisational abilities
- Demonstrated exceptional customer service by building rapport and boosting sales
- Evaluated performance of my team members, providing tailored coaching to increase individuals achievements
- Oversaw the statistics and figures and generated useful reports and data to help establish future actions
- Trained my team in sales and service, enhancing performance
- Nurtured social media presence, expanding audiences and showcasing the great deals we could offer our expanding client base
- Conceptualised new and tailor-made holidays throughout Europe and key tourist destinations
- Liaised and built relationships with multiple suppliers for hotels, transportations, guides and other tourist services to establish rapport among peers and partners
- Conducted product training and coached team members on spiels and up-selling techniques to increase monthly sales targets
Education
NVQ LEVEL 3 - TRAVEL SERVICES
Thomas Cook
NVQ LEVEL 2 - TRAVEL SERVICES
Wakefield College
GCSES - Maths C, English C, Business studies C, Art C
Carleton High School
Skills
- Good telephone manner
- Verbal Communication
- Highly efficient
- Customer service
- Problem solving
- Critical thinking
- Office admin
- Willingness to learn
- Commercial awareness
- Adaptable
- Dispute resolution
- Salesforce
- Transaction processing
- Data confidentiality
- Brand awareness and representation
- CRM implementation
References
References available upon request.
Timeline
Customer Service Advisor
KP Linpac
09.2019 - 11.2024
Apprentice to Deputy Manager
Thomas Cook
03.2001 - 09.2019
NVQ LEVEL 2 - TRAVEL SERVICES
Wakefield College
GCSES - Maths C, English C, Business studies C, Art C
Carleton High School
NVQ LEVEL 3 - TRAVEL SERVICES
Thomas Cook
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