Rebecca Nelson
Northern Ireland,Derry City and Strabane
Summary
Service-focused customer relations team member experienced in handling high call volumes with impeccable phone manner. Skilled in documentation, time management and multitasking.
Motivated customer service team member eager to streamline operating procedures to maximise team efficiency and customer satisfaction. Specialises in quality, speed and performance improvements
Successful in resolving customer concerns and enquiries. Skilled at accurately documenting call details, preparing reports and organising documentation. Offers helpful answers and relevant information to retain clients.
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
8
8
years of professional experience
Work history
Sales assistant
TK Maxx
Derry
09.2022 - Current
- Assisted customers in locating products and provided knowledgeable recommendations to enhance shopping experience.
- Maintained visual merchandising standards to ensure appealing store layout and product presentation.
- Coordinated stock replenishment processes to keep shelves adequately filled and organised for customer accessibility.
- Engaged with customers to handle inquiries and resolve issues, fostering positive relationships and customer loyalty.
- Trained new staff on store policies, procedures, and customer service techniques to ensure consistent service delivery.
- Handled cash transactions swiftly, ensuring accurate accounting at the end of each shift.
- Built strong relationships with regular customers for repeat business.
Sky - Customer Service Advisor
Firstsource
Northern Ireland, Derry
09.2020 - 09.2022
- Offered detailed advice on product and service benefits.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Managed high-volume customer queries simultaneously through effective multitasking.
- De-escalated objections and disputes professionally to maintain customer satisfaction.
- Employed active listening and product expertise to successfully resolve inbound queries.
- Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
Sales Assistant
William Street Stores
N.I, Derry
08.2019 - 01.2020
- Accepted and processed cash, cheque, card and mobile payments using POS systems.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Provided service with a smile, offering courteous, helpful advice to best meet customer needs.
- Worked energetically to maintain efficient operations during peak trading hours.
- Used product knowledge, sales abilities and customer relations skills to drive substantial profit increases.
- Managed till operations by promptly and precisely scanning items, processing payments and issuing receipts.
NOWTV- Customer Service Advisor
Firstsource
N.I, Derry
10.2017 - 08.2018
- Offered detailed advice on product and service benefits.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Adhered strictly to policies and procedures for continued company compliance.
- Oversaw training and mentoring of new team members, promoting productivity and quality service.
- De-escalated objections and disputes professionally to maintain customer satisfaction.
- Helped new staff acclimate to customer service team and mentored on strategies for success.
- Offered prompt solutions to maintain customer satisfaction.
- Coordinated advanced help for complex [Product or Service] issues.
- Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
Education
A-Levels - Travel and Tourism
St Brigid's College
Derry08.2015
A-Levels - Business Studies
St Brigid's College
Derry08.2015
A-Levels - ICT
St Brigid's College
Derry08.2015
GCSEs - English
St Brigid's College
Derry08.2014
GCSEs - ICT
St Brigid's College
Derry08.2013
GCSEs - Maths
St Brigid's College
Derry08.2013
Bachelor of Business Administration - Law & Accounting
Ulster University
Derry 03/2020 - 06/2023
Timeline
Sales assistant
TK Maxx
09.2022 - Current
Sky - Customer Service Advisor
Firstsource
09.2020 - 09.2022
Sales Assistant
William Street Stores
08.2019 - 01.2020
NOWTV- Customer Service Advisor
Firstsource
10.2017 - 08.2018
A-Levels - Travel and Tourism
St Brigid's College
A-Levels - Business Studies
St Brigid's College
A-Levels - ICT
St Brigid's College
GCSEs - English
St Brigid's College
GCSEs - ICT
St Brigid's College
GCSEs - Maths
St Brigid's College
Bachelor of Business Administration - Law & Accounting
Ulster University
03/2020 - 06/2023
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