Roisin Carville
Lurgan
Summary
Dynamic and service-oriented professional with a strong foundation in cross-selling, upselling, and product knowledge. Demonstrates exceptional communication proficiency and relationship building skills, ensuring effective complaint resolution and customer rapport building. Proficient in account management and Excel, with a comprehensive understanding of GDPR regulations. Adept at live chat operation, multitasking efficiently while maintaining flexibility in service approach. Committed to personal accountability and achieving excellence in customer service roles.
Successful Customer Experience Advisor with 20 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
21
21
years of professional experience
6
6
years of post-secondary education
Work history
CUSTOMER SERVICE ADVISOR
Santander
Lurgan
2007.05 - 2026.03
- Maintained a excellent customer service rating, leveraging product knowledge to meet customer requirements.
- Supported the Customer Service Manager with the customer service strategy and improving processes.
- Resolved routine and complex client service issues in a thorough and expeditious manner, utilising sound judgment with an emphasis on courtesy.
- Ensured ethical behaviour and full compliance with the company's policies and UK regulations.
- Communicated with multiple customers through various mediums based on customer needs, including calls, in-person, email or in-app chat.
- Managed the customer communication channels including email inbox, live chat, telephone and CRM.
SALES ADVISOR
HBOS
Belfast
2005.07 - 2007.04
- Tailored savings packages utilising in-depth product knowledge to achieve set target sales each week.
- Handled objections by adapting arguments for cross selling banking products to each customer's values and perspectives.
- Responded to numerous queries per hour via phone, promoting insurance product sales.
- Created customer loyalty by adapting advice given to the customers' desires and needs.
- Used knowledge of the sales lines and customers' preferences to reach individual and contact centre sales targets.
Education
BMUS - MUSIC WITH ETHNOMUSICOLOGY
Queens University
Belfast 2002.09 - 2005.07
A-Levels - English Literature, Music, Theatre Studies
St Michaels Grammar
Lurgan, Armagh City Banbridge and Craigavon 1999.09 - 2001.06
GCSEs - Music, Irish, French, History, English, Religion, Maths, Single Award Science
St Michaels Grammar
Lurgan 1997.09 - 1999.06
Skills
- Cross-selling
- Upselling
- Product knowledge
- Complaint resolution
- Relationship Building
- Communication proficiency
- Knowledge of gdpr regulations
- Account management
- Excel proficiency
- Live chat operation
- Personal accountability
- Multitasking efficiency
- Customer rapport building
- Verbal Communication
- Service-Oriented mindset
- Flexibility in service approach
Affiliations
- St John Ambulance Cadet Unit Manager
- Gym Enthusiast
- Playing as part of anorchestra
Timeline
CUSTOMER SERVICE ADVISOR
Santander
2007.05 - 2026.03
SALES ADVISOR
HBOS
2005.07 - 2007.04
BMUS - MUSIC WITH ETHNOMUSICOLOGY
Queens University
2002.09 - 2005.07
A-Levels - English Literature, Music, Theatre Studies
St Michaels Grammar
1999.09 - 2001.06
GCSEs - Music, Irish, French, History, English, Religion, Maths, Single Award Science
St Michaels Grammar
1997.09 - 1999.06