Summary
Overview
Work history
Education
Skills
Timeline
Custom
Generic

Orlando Crawford

Neasden

Summary

Dynamic and results-driven professional with extensive expertise in customer service excellence, call centre operations, and complaint handling. Demonstrates exceptional leadership, decision-making, and problem-solving abilities, coupled with resilience under pressure and a strong aptitude for multitasking efficiency. Proficient in CRM systems, customer data management, and computer literacy, ensuring seamless operations and attention to detail. Adept at written and verbal communication, negotiation, and fostering positive client relationships. Committed to leveraging creativity and time-management skills to drive organisational success while pursuing opportunities for continuous growth.

Overview

14
14
years of professional experience

Work history

Customer Service Advisor

Westminster City Council
03.2020 - Current
  • As Westminster CSA, handling outgoing and incoming calls from residents, leaseholders, housing officer, vulnerable and disabled resident, representatives from professional agencies all with variety of enquiries that range from bill payments, housing, parking, repairs and more complex issues that involve complaints and ASB. Assisting different nationalities, personalities and temperaments.
  • 25-30 Incoming calls daily and 7-10 Emails daily
  • Ability to remain calm and show empathy when dealing with frustrated and irate callers
  • Maintaining fine balance between satisfying caller and staying within guidelines of Westminster council
  • Good oral communication skills and ability to ask effective target questions
  • Managed high-volume customer queries simultaneously through effective multitasking.
  • Participated in regular training to maintain up-to-date knowledge on company products and policies.
  • Recorded and processed customer data accurately.
  • Responded to difficult situations calmly, gained trust of aggrieved customers.
  • Investigated customer issues to find acceptable conclusion and prevent recurrence.
  • Exceeded Westminster Council monthly KPIs of 85% maintaining average score of 90+%.

Call Centre Agent

Confero
02.2015 - 02.2020
  • Answering roughly 30 inbound telephone calls from customers across multiple campaigns.
  • Ability to work under pressure and achieve set campaign targets;
  • To handle and resolve difficult customers and achieve a positive outcome whilst remaining professional.
  • Ability to work in a team environment ensuring all calls are answered in a timely manner keeping call queues to a minimal.
  • Keep an accurate record of all customer details and other notes, recording data into the data capture systems.
  • Liaised with suppliers for timely delivery of medical supplies and medication stock replenishment.
  • Helped customers with questions, problems and complaints in person and via telephone.

Sales Consultant/Debt Advisor

Money Debt & Credit
, Watford
03.2011 - 12.2014
  • To sell debt solution, IVA plans to people suffering with financial worries
  • Successfully delivered on tasks and hitting targets within tight deadlines.
  • Building relationship and transforming customers from short to long term clients
  • To be able to empathise with clients whilst retaining objective and realistic approach
  • Assessing each client’s finances and reviewing income/expenditure levels, offering professional advice on budgeting and investment techniques based on individual circumstances
  • Opening line of communication with external agencies and client’s creditors to negotiate and establish affordable monthly payment on behalf of all clients
  • Working long days, and weekends interacting with clients face to face and on the phone arranging lunch/dinner meetings to negotiate terms of contracts and payment plans
  • Assisted customers through entire sales process to ensure satisfaction.
  • Used active listening and relationship-building techniques to assess customer needs and deliver viable solutions.
  • Provided customers with price information and handled financial transactions.
  • Displayed energy and enthusiasm in fast-paced environment.

Education

A Levels - Business Studies, Economics and A level Maths & English, English Literature

Stanmore College
London

Some College (No Degree) - A-Levels Business Studies, English Literature

Kingston University
London

Skills

  • Leadership
  • Time-management
  • Complaint handling
  • Multitasking efficiency
  • Resilience under pressure
  • Written and verbal communication skills
  • CRM
  • Attention to detail
  • Creativity and problem solving

Timeline

Customer Service Advisor

Westminster City Council
03.2020 - Current

Call Centre Agent

Confero
02.2015 - 02.2020

Sales Consultant/Debt Advisor

Money Debt & Credit
03.2011 - 12.2014

A Levels - Business Studies, Economics and A level Maths & English, English Literature

Stanmore College

Some College (No Degree) - A-Levels Business Studies, English Literature

Kingston University

Custom

Available upon request.

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Orlando Crawford