Rachel Forsyth
Wishaw
Summary
Successful customer service representative with 9 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
9
9
years of professional experience
10
10
years of post-secondary education
Work history
Customer Service Representative
North Lanarkshire Council
North Lanarkshire, Lanarkshire
01.2023 - Current
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Assisted customers with varying questions using product knowledge and service expertise.
- Maintained excellent working relations with numerous external clients.
- De-escalated aggressive and highly emotional calls with firm and diplomatic tone.
- Used strategic questioning to extract important details from callers to help plan responsive action.
- Liaised with our contractors to enable quick responses to emergency situations.
- Employed typing speed and accuracy to generate notes while speaking to callers.
- Followed up on queries within agreed timeframes to provide detailed response.
- Demonstrated compassion, emotional resilience and respect to handle high volume of emergency calls.
- Responded to inbound queries and requests from prospective customers.
customer service support officer
North Lanarkshire council
North Lanarkshire, Lanarkshire
10.2022 - 01.2023
- Maintained comprehensive case plans and created training plans for our new employees.
- Monitored policy and regulatory changes to advise senior management on service implementation.
- Liaised with external/internal contractors for any changes with the service they provide.
- Carried out audits.
- Upheld data accuracy on internal database.
- Answered and re-directed calls for swift resolution.
- Maintained working knowledge of available products and services.
- Provided professional and helpful support to new and existing staff members.
- Engaged in team-building activities to build rapport with staff.
- Recorded and processed customer data accurately.
Sales Assistant
Home Bargains
Wishaw, North Lanarkshire
05.2014 - 08.2019
- Provided service with a smile, offering courteous, helpful advice to best meet customer needs.
- Accepted and processed cash, card and mobile payments using POS systems.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Enhanced visual merchandising by maintaining replenishment and presenting items according to style guides.
- Shelved and merchandised new products in visually appealing, organised displays to engage customers.
- Managed till operations by promptly and precisely scanning items, processing payments and issuing receipts.
- Used product knowledge, sales abilities and customer relations skills to drive substantial profit increases.
- Worked energetically to maintain efficient operations during peak trading hours.
- Fostered positive relationships with customers to enhance loyalty and retention.
- Received and processed product returns.
- Replenished floor stock and processed deliveries promptly, maximising product availability for customers.
- Updated product labelling and pricing to reflect discounts and offers.
- Carried out back-of-house maintenance, for clear, easy-to-navigate stockroom management.
- Built lasting relationships with clients through customer service interactions.
Education
Scottish Qualifications Certificate - Mathematics
08.2013 - 08.2014
- Intermediate 1 -B
Scottish Qualifications Certificate - Award in volunteering skills
08.2012 - 08.2013
- SCQF Level 5
Scottish Qualifications Certificate - English
08.2014 - 08.2015
- New Higher - C
Scottish Qualifications Certificate - History
08.2014 - 08.2015
- New Higher C
Scottish Qualifications Certificate - Art & Design
08.2014 - 08.2015
- National 5 - A
Scottish Qualifications Certificate - Business Management
08.2014 - 08.2015
- National 5 - C
Scottish Qualifications Certificate - Hospitality: Practical Cake Craft
08.2013 - 08.2014
- National 5 - A
Scottish Qualifications Certificate - Hospitality
08.2014 - 08.2015
- National 4 - P
Scottish Qualifications Certificate - Bakery
08.2016 - 08.2017
SVQ Level 3 - Customer Service
08.2019 - 04.2020
- Pass
Timeline
Customer Service Representative - North Lanarkshire Council
01.2023 - Current
customer service support officer - North Lanarkshire council
10.2022 - 01.2023
North Lanarkshire Council - SVQ Level 3, Customer Service
08.2019 - 04.2020
New college lanarkshire motherwell - Scottish Qualifications Certificate, Bakery
08.2016 - 08.2017
Our Ladys High School - Scottish Qualifications Certificate, English
08.2014 - 08.2015
Our Ladys High School - Scottish Qualifications Certificate, History
08.2014 - 08.2015
Our Ladys High School - Scottish Qualifications Certificate, Art & Design
08.2014 - 08.2015
Our Ladys High School - Scottish Qualifications Certificate, Business Management
08.2014 - 08.2015
New College Lanarkshire - Scottish Qualifications Certificate, Hospitality
08.2014 - 08.2015
Sales Assistant - Home Bargains
05.2014 - 08.2019
Our Ladys High School - Scottish Qualifications Certificate, Mathematics
08.2013 - 08.2014
Our Ladys High School - Scottish Qualifications Certificate, Hospitality: Practical Cake Craft
08.2013 - 08.2014
Our Ladys High School - Scottish Qualifications Certificate, Award in volunteering skills
08.2012 - 08.2013
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