Rebecca Toni Redgate
Lancaster,Lancashire
Summary
Dedicated customer service expert with a track record of improving customer satisfaction through effective communication and conflict mediation. Experienced in retail sales, cash handling, and data entry, ensuring accuracy and efficiency in all transactions. Strong ability to multitask while maintaining a friendly and professional demeanor. Committed to fostering a positive team environment and achieving organizational goals.
Friendly and approachable, bringing strong communication and problem-solving skills suited for customer service environments. Demonstrates keen ability to listen and respond to customer needs, ensuring satisfaction and loyalty.
Offering strong interpersonal skills and commitment to customer satisfaction. Knowledgeable about managing customer inquiries, resolving complaints, and providing helpful assistance. Ready to use and develop communication, problem-solving, and teamwork skills in any given role.
Overview
17
17
years of professional experience
Work history
Customer assistant
Thorntons
Lancaster, Lancashire
2015.03 - 2016.03
- Collaborated efficiently with team members to maintain smooth store operations.
- Communicated daily offers to customers, promoting in-store deals and discounts.
- Maintained a clean, organised workspace for the efficient operation of checkout area.
- Increased sales through suggestive selling techniques.
- Stocked shelves regularly for easy access to products by customers.
- Provided excellent customer service to ensure repeat business.
- Improved customer relations by promptly addressing queries and concerns.
- Cross-sold related products at the point of purchase boosting overall sales volumes.
- Operated till systems smoothly, streamlining check-out process for customers.
- Upheld company policies whilst interacting with customers to maintain brand reputation.
- Dealt effectively with customer complaints, resolving issues professionally and amicably.
- Ensured health and safety regulations complied within work premises at all times.
- Assisted customers with product selection to ensure satisfaction.
- Assisted in visual merchandising efforts, enhancing store appearance and attracting footfall.
- Handled cash and card payments with accuracy.
- Handled cash transactions accurately, enhancing trust between business and clientele.
- Provided fast checkout service with high levels of customer care and transaction speed.
- Maintained sales floor stock levels through consistent monitoring and regular replenishments.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Offered prompt solutions to maintain customer satisfaction.
- Adhered strictly to policies and procedures for continued company compliance.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Managed customer complaints with prompt, mutually beneficial resolutions.
- Provided warm, positive customer care from arrival to departure, encouraging return visits and repeat spending.
- Assisted customers with varying questions using product knowledge and service expertise.
Hotel receptionist
English Lakes Hotels - The Midland Hotel
Morecambe, Lancashire
2013.01 - 2015.01
- Managed room availability charts to ensure zero overbooking.
- Reduced wait times with high-speed processing of reservations.
- Handled telephone enquiries professionally, delivering accurate information about the hotel and its services.
- Assisted in concierge services such as booking taxis or recommending local attractions, improving overall holiday experience.
- Increased efficiency by swiftly resolving any complaints or issues.
- Streamlined check-in procedure by efficiently handling guest documents.
- Processed wake-up calls reliably to maintain schedule adherence for guests.
- Provided hotel information for improved guest experience.
- Improved customer satisfaction for providing timely assistance during stay.
- Handled baggage storage efficiently, providing convenience upon early arrival or late departure.
- Coordinated smoothly with housekeeping staff, ensuring rooms were ready on time.
- Processed payments accurately, guaranteeing smooth transactions for guests.
- Responded promptly to customer queries, ensuring an enjoyable stay.
- Managed lost property system effectively to return misplaced items quickly.
- Ensured guest comfort with prompt attention to their needs and requests.
- Maintained clean and organised reception area, creating a welcoming atmosphere.
- Ensured smooth check-out process by promptly settling bills and confirming future bookings if required.
- Maintained security measures, protecting guest personal information and privacy.
- Greeted and checked-in guests promptly and professionally.
- Kept reservations systems up-to-date for clear availability management.
- Managed incoming calls effectively using switchboard systems.
- Issued guest room keys with advice on location and access.
- Processed and provided clear, accurate receipts for guest payments.
- Coordinated housekeeping staff to prepare rooms for guest arrivals.
- Recorded guest account activity to produce accurate bills upon departure.
- Organised guest transport to support smooth airport transfers.
- Instructed maintenance staff to service rooms with known issues.
- Actioned special requests to elevate guest stays.
- Posted new charges to customers' rooms and compiled itemised statements.
- Recommended hotel services to upsell dining, bar and spa experiences.
- Provided local attraction and event information for enhanced hotel stays.
- Suggested restaurants tailored to guest preferences.
- Upsold activities from tourism partners to boost revenue.
- Reconciled floats and administered petty cash systems.
Call centre agent
Allianz Insurance
Lancaster, lancashire
2010.06 - 2011.12
- Handled sensitive personal data responsibly whilst maintaining confidentiality.
- Streamlined communication with customers to understand needs better.
- Enhanced customer satisfaction by promptly addressing and resolving complaints.
- Improved team productivity through effective collaboration and teamwork.
- Resolved conflicts in a respectful manner, promoting a positive image of the company.
- Maintained professional demeanour during challenging customer interactions, maintaining calm under pressure.
- Initiated upselling techniques during calls; generating additional revenue for the company.
- Ensured maximum efficiency by adhering to call centre schedules and targets strictly.
- Used persuasive selling techniques to promote company products and services successfully.
- Handled high call volumes with accuracy and efficiency for optimum productivity.
- Achieved daily performance targets, aiding department progression towards sales goals.
Credit controller
Thomas Armstrong Construction Ltd
Lancaster, Lancashire
2006.01 - 2010.05
- Negotiated repayment arrangements, improving cash flow in the process.
- Provided support during audits, ensuring compliance with regulations at all times.
- Streamlined debt collection processes resulting in improved financial health of the company.
- Developed strong relations with clients, fostering loyalty and trust on both ends.
- Assisted in preparation of monthly reports, ensuring transparency in operations.
- Conducted regular account reviews to maintain accurate records.
- Enhanced customer satisfaction by resolving billing disputes amicably yet promptly.
- Updated database regularly for maintaining up-to-date record of all transactions.
- Collaborated with internal teams to ensure smooth functioning of credit control processes.
- Managed customer accounts for maintaining positive client relationships.
- Maintained professional client interactions whilst managing overdue payments.
- Contacted customers about overdue payments by phone, letter and email.
- Tracked outstanding debtor balances and collected incoming cash on accounts whilst maintaining good customer relationships.
- Monitored outstanding balances and followed up payments.
- Chased clients to procure payments in line with agreed terms and conditions.
- Monitored and responded immediately to messages and phone calls regarding credit control issues.
- Escalated serious issues and concerns immediately to supervisor.
- Investigated invoices, requesting appropriate evidence from suppliers.
- Developed and cultivated strong professional relationships across company departments.
- Identified most pressing client debt cases to pursue.
- Uploaded relevant documentation to client portals.
- Minimised risk by proactively advising management of active payment issues.
- Wrote professional correspondence outlining ageing account information.
- Built positive relationships with lenders to achieve optimal client deals.
Hotel receptionist
English Lakes Hotels
Lancaster, Lancashire
2004.01 - 2006.01
- Assisted with administrative tasks, improving overall functionality of the office.
- Ensured smooth check-out process by promptly settling bills and confirming future bookings if required.
- Provided hotel information for improved guest experience.
- Ensured guest comfort with prompt attention to their needs and requests.
- Processed wake-up calls reliably to maintain schedule adherence for guests.
- Reduced wait times with high-speed processing of reservations.
- Managed room availability charts to ensure zero overbooking.
- Maintained security measures, protecting guest personal information and privacy.
- Assisted in concierge services such as booking taxis or recommending local attractions, improving overall holiday experience.
- Handled telephone enquiries professionally, delivering accurate information about the hotel and its services.
- Improved customer satisfaction for providing timely assistance during stay.
- Responded promptly to customer queries, ensuring an enjoyable stay.
- Increased efficiency by swiftly resolving any complaints or issues.
- Managed lost property system effectively to return misplaced items quickly.
- Coordinated smoothly with housekeeping staff, ensuring rooms were ready on time.
- Maintained clean and organised reception area, creating a welcoming atmosphere.
- Handled baggage storage efficiently, providing convenience upon early arrival or late departure.
- Streamlined check-in procedure by efficiently handling guest documents.
- Processed payments accurately, guaranteeing smooth transactions for guests.
- Greeted and checked-in guests promptly and professionally.
- Kept reservations systems up-to-date for clear availability management.
- Managed incoming calls effectively using switchboard systems.
- Issued guest room keys with advice on location and access.
- Upheld confidentiality with sensitive information handling procedures.
- Maintained an organised reception area for a professional business environment.
- Facilitated prompt issue resolution through careful tracking of complaints until they were fully addressed.
- Collaborated with team members in organising company events; enhancing team cohesion and morale building activities.
- Completed data entry tasks whilst adhering to strict deadlines.
- Maintained accurate logs of visitor entries for security purposes.
- Greeted incoming customers in a professional manner and provided friendly, knowledgeable assistance.
- Answered and helped resolve enquiries from clients, vendors and general public.
- Kept reception area clean and neat to give visitors positive impression of the company.
- Delivered front of house duties with warm and professional manner.
- Maintained accurate and up-to-date records for smooth handovers.
- Acted as first point of contact for wide range of personnel.
- Prioritised tasks to maintain reliable service throughout peak times.
- Took and communicated messages to minimise interruptions to staff workflows.
- Provided clerical support to company employees, including copying, faxing and file management.
- Managed bookings using Booker software to schedule, cancel and re-arrange appointments.
- Located information and records quickly to assist with ad-hoc queries.
- Signposted other services where appropriate using industry knowledge and contacts.
- Solved administrative and customer service issues with knowledgeable assistance and friendly support.
- Managed high volume of incoming calls from multi-line telephone system and documented messages.
- Maintained reception area stock of important forms and brochures.
- Handled office petty cash and maintained flawless records.
- Represented company and promoted brand with exceptional service and presentation.
- Issued visitor and contractor passes and recorded visits on security system.
- Tracked daily activities and important metrics with spreadsheets.
- Assisted visitors with completing and submitting paperwork.
- Monitored building security, updated logs and issued visitor badges.
- Processed and provided clear, accurate receipts for guest payments.
- Recorded guest account activity to produce accurate bills upon departure.
- Organised guest transport to support smooth airport transfers.
- Instructed maintenance staff to service rooms with known issues.
- Actioned special requests to elevate guest stays.
- Posted new charges to customers' rooms and compiled itemised statements.
- Recommended hotel services to upsell dining, bar and spa experiences.
- Provided local attraction and event information for enhanced hotel stays.
- Suggested restaurants tailored to guest preferences.
- Upsold activities from tourism partners to boost revenue.
- Reconciled floats and administered petty cash systems.
Administrative assistant
Grand Vacation Company
lancaster, Lancashire
1999.01 - 2004.01
- Handled sensitive information discreetly maintaining high level confidentiality at all times.
- Interacted professionally with clients providing excellent service at all times.
- Contributed to team effort by accomplishing related results as needed.
- Facilitated internal communication.
- Submitted timely reports which provided critical updates on various projects.
- Initiated purchase orders for office supplies ensuring cost-effective procurement.
- Expedited document filing system with a new, organised method.
- Maintained stock levels to avoid shortages in office supplies.
- Improved customer satisfaction through prompt response to email and phone queries.
- Streamlined administrative processes for increased efficiency in the workplace.
- Supported accurate record-keeping with proficient data entry skills.
- Handled incoming calls for staff, answering questions, directing calls and documenting messages.
- Supported staff with administrative needs for photocopying, faxing and filing.
- Arranged filing systems for easy use and retrieval by personnel.
- Wrote professional letters, emails and memoranda for business communication.
- Examined, scanned and input documents in software system.
- Sorted and organised different types of information by document type, personnel or location.
- Opened and routed business parcels and letters.
- Tracked metrics with [Software] spreadsheets and modelled data for staff.
Education
Higher National Diploma - Psychology & Counselling
The Open University
Milton Keynes 2021.10 -
NVQ Level 2 - Supporting Teaching and Learning in Schools
City & Guilds of London Institute
Lancaster, Lancashire 2018.05 - 2019.06
NVQ Level 2 - Counselling
City & Guilds of London Institute
Morecambe, Lancashire 2004.09 - 2005.09
NVQ Level 2 - Nutrition & Health
City & Guilds of London Institute
Cheshire West and Chester 2024.07 - 2025.06
Skills
- Patience and tolerance
- Communication excellence
- Customer satisfaction enhancement
- Conflict mediation
- Data entry accuracy
- Up-Selling experience
- Feedback reception
- Team player
- Cash handling
- Customer Service
- Refund and exchange processing
- Conflict Resolution
- Telephone etiquette
- Well-organised multitasker
- Assertiveness
- Email etiquette
- Retail sales expertise
- Exemplary customer service
- Personable
- Cash reconciliations
- Customer engagement
- Polite and friendly
- Telesales techniques
Affiliations
- Gardening
- health & fitness
- Reading
- hiking & nature trails
- Dancing
Accomplishments
Whilst working for English Lakes Hotels I was awarded for customer focus and team relatable communications. Praised for my can do attitude and willingness to help out in any situation.
Custom
Whilst I was studying for my Level 2 in Supporting teaching and learning in schools, I was in role volunteering getting hands on experience. Once I achieved this, i was looking for roles full time when the covid 19 pandemic happened.
This is when I decided to go back to University and try studying Psychology and counselling again.
I have volunteered for SAP:UK (suicide awareness and prevention UK). It was always going to be a short term role, due to the content and harsh nature of what they do and provide. This was emotionally challenging but extremely rewarding at the same time.
The level 2 for health and nutrition came about as i wanted to gain a more insightful approach and knowledge for foods when it came to my youngest child who is type 1 diabetic.
References
References available upon request.
Timeline
NVQ Level 2 - Nutrition & Health
City & Guilds of London Institute
2024.07 - 2025.06
Higher National Diploma - Psychology & Counselling
The Open University
2021.10 -
NVQ Level 2 - Supporting Teaching and Learning in Schools
City & Guilds of London Institute
2018.05 - 2019.06
Customer assistant
Thorntons
2015.03 - 2016.03
Hotel receptionist
English Lakes Hotels - The Midland Hotel
2013.01 - 2015.01
Call centre agent
Allianz Insurance
2010.06 - 2011.12
Credit controller
Thomas Armstrong Construction Ltd
2006.01 - 2010.05
NVQ Level 2 - Counselling
City & Guilds of London Institute
2004.09 - 2005.09
Hotel receptionist
English Lakes Hotels
2004.01 - 2006.01
Administrative assistant
Grand Vacation Company
1999.01 - 2004.01