Oliver Marsden
Oswaldtwistle,Lancashire
Summary
Talented Customer Service Adviser offering expertise in quickly resolving issues. Excel at building customer loyalty and repeat business.
Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver, working effectively and productively with diverse customers and individual needs.
Accomplished Customer Service Representative of 10 years, consistently maintaining customer satisfaction and contributing to company success. Motivated professional capable of building productive relationships, resolving complex issues and winning customer loyalty.
Overview
14
14
years of professional experience
Work History
Senior Customer Service Advisor
Lex Autolease
Stockport
07.2022 - Current
- Trained, coached and mentored Customer Service Colleagues to consistently meet and exceed targets within the department
- Managed complex customer complaints
- Acted as first point of contact for support related enquiries.
- Managed quality of calls, using call monitoring software to determine areas of improvement.
- Resolved customers' general enquiries by phone, email and in person.
- Delivered feedback constructively to enhance staff performance.
- Reduced customer call times through increased staff training.
- Received and resolved customer complaints escalated by staff.
- Prioritised and analysed complex cases effectively to achieve efficient resolution.
- Planned logistical operations for safe transportation, storage and sale of goods.
- Collaborated with cross-company departments, developing new strategies to capitalise on emerging customer trends.
- Pursued new business opportunities by forging strong networks and contacting potential buyers.
- Built and maintained relationships between our main Brands (Jaguar, Land Rover, Mitsubishi, Tesla
- Assisted in bringing new business (Ora will be now selling vehicles in the UK in 2023)
- Oversaw each step of project, meeting goals and achieving deadlines.
- Negotiated with suppliers to reduce costs.
Customer Service Advisor
Lex Autolease
Stockport, Greater Manchester
11.2019 - 07.2022
- Delivered high level of service to clients to both maintain and extend relationships for future business opportunities.
- Efficiently solved complex problems that impacted management.
- Built strong rapport with customers using exceptional communication and relationship-building skills.
- Oversaw training and mentoring of new team members, promoting quality service.
- Expertly handled objections and disputes, handling professionally and efficiently to maintain customer satisfaction.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Recorded and processed customer data accurately, employing attention to detail to ensure error-free information.
- Used exceptional organisation and time management to improve average call times, enhancing department efficiency.
Banking Administrator
Halifax
Accrington, Lancashire
09.2012 - 10.2019
- Investigated and resolved accounting, service and delivery concerns.
- Cultivated and strengthened relationships with new and existing clients.
- Educated clients on various financial matters and provided professional recommendations on investment opportunities, products and services based on each clients' individual needs.
- Developed tailored solutions to meet individual banking needs.
- Prospected for new business through networking, community outreach and customer referral generation.
- Provided advice on different bank products and financial options.
- Represented bank at community events to establish strong ties and promote business.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Located and pre-qualified customers for mortgages.
- Opened, closed and updated accounts for customers.
- Balanced teller drawers and ATM cash.
- Checked accounts for fraud and provided law enforcement with relevant details.
- Trained and mentored junior banking staff to maximize performance, efficiency and compliance.
- Documented transactions and moved, deposited or withdrew money accurately to prevent errors.
- Upheld stringent bank standards for loans, money handling and legal considerations.
- Adhered to established security procedures and reported potential fraud or safety violations to management for immediate recourse.
Trainer
Studio
Accrington, Lancashire
02.2012 - 08.2013
- Delivered instruction across various topics, integrating audio-visual presentations and training materials.
- Proactively identified and solved complex problems related to employee training, management and business direction.
- Monitored employee progress, offering feedback to management on additional training requirements.
- Devised tailored performance support tools to integrate learning with day-to-day challenges.
Cashier
Morrison's
Blackburn, Lancashire
04.2011 - 02.2012
- Processed sales, exchange and refund transactions efficiently to reduce customer waiting times.
- Requested official identification for alcohol purchases, verifying details to consistently meet strict legal standards.
- Minimised long register queues by completing sales transactions quickly and accurately.
- Regularly restocked, arranged and organised merchandise across front aisles to drive product sales.
- Provided outstanding customer care throughout product transactions for optimised levels of service.
- Achieved outstanding customer satisfaction ratings by delivering exemplary service and care.
- Maintained excellent client satisfaction by providing professional, courteous customer service.
Sales Assistant
Netto
Accrington, Lancashire
04.2010 - 03.2011
- Fostered positive relationships with customers, expanding customer bases and enhancing loyalty and retention.
- Carried out regular sales floor cleaning, maintaining impeccably high standards in store presentation and hygiene.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Received and processed product returns, ensuring items were clean, unworn and resaleable.
- Provided service with a smile, offering courteous, helpful advice to best meet customer needs.
- Shelved and merchandised new products in visually appealing, organised displays for optimal customer engagement.
Education
NVQ Level 1 - Engineering
Training 2000
BlackburnGCSE -
Accrington Academy
AccringtonA-Levels - Public Services
Accrington and Rossendale College
Accrington07.2011
NVQ Level 1 - Health & Nutrition
Accrington and Rosendale College
Accrington07.2010
Skills
- Advanced product knowledge
- Staff training and coaching
- Data verification procedures
- Office 365 usage
- CRM implementation
- Customer experience
- Data confidentiality
- Customer rapport
- Customer service
- Products and services
- Sales proficiency
- Advanced problem solving
- Build new and maintain existing relationships
- Operating systems
- Software testing
Timeline
Senior Customer Service Advisor
Lex Autolease
07.2022 - Current
Customer Service Advisor
Lex Autolease
11.2019 - 07.2022
Banking Administrator
Halifax
09.2012 - 10.2019
Trainer
Studio
02.2012 - 08.2013
Cashier
Morrison's
04.2011 - 02.2012
Sales Assistant
Netto
04.2010 - 03.2011
NVQ Level 1 - Engineering
Training 2000
GCSE -
Accrington Academy
A-Levels - Public Services
Accrington and Rossendale College
NVQ Level 1 - Health & Nutrition
Accrington and Rosendale College
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