Roxanna Lotfi
Leeds,West Yorkshire
Summary
Friendly and professional customer service advisor with experience handling high volumes of calls and emails. Skilled at resolving complex customer queries, supporting colleagues, and building positive relationships. Calm under pressure, detail-focused, and keen to progress into a Customer Service Specialist role where I can contribute to improving the customer journey.
Overview
3
3
years of professional experience
7
7
years of post-secondary education
Work history
Customer service advisor
HRP Leeds
Leeds, West Yorkshire
03.2023 - Current
- Managed complex customer issues to successful resolution.
- Handled high volume of calls daily for faster issue resolution.
- Strengthened client relationships with clear communication and problem-solving skills.
- Responded to difficult situations calmly, gained trust of aggrieved customers.
- Enhanced brand loyalty, provided excellent service at all times.
- Provided detailed information about products and services to potential customers.
- Streamlined responses to emails, improved response time significantly.
- Coordinated with other teams to resolve multi-faceted client problems swiftly.
- Built rapport with clients through empathetic handling of concerns.
- Monitored team's adherence to company policies, promoted a collaborative work environment.
- Recorded and processed customer data accurately.
- Ensured client confidentiality by managing sensitive information effectively.
Administrative assistant
Sedgwick International
Leeds, West Yorkshire
08.2022 - 01.2023
- Facilitated internal communication.
- Supported accurate record-keeping with proficient data entry skills.
- Streamlined administrative processes for increased efficiency in the workplace.
- Handled sensitive information discreetly maintaining high level confidentiality at all times.
- Submitted timely reports which provided critical updates on various projects.
- Expedited document filing system with a new, organised method.
- Improved customer satisfaction through prompt response to email and phone queries.
- Interacted professionally with clients providing excellent service at all times.
- Assisted in the preparation of regularly scheduled reports for upper management review.
- Answered phone calls for improved customer service.
Customer service representative
Swift Switch
Leeds, West Yorkshire
05.2022 - 07.2022
- Contributed towards achieving store targets whilst ensuring adherence to service standards.
- Performed administrative duties contributing towards smooth store operations.
- Streamlined processes through efficient record keeping.
- Managed high volume of inbound calls for quick resolution of customer issues.
- Directed sales efforts towards targeted markets resulting in expanded customer base.
- Promoted special offers or new products to customers during delivery, boosting sales indirectly.
- Strengthened product knowledge for better sales performance.
- Delivered professional sales pitches, establishing credibility and trust amongst potential clients.
Education
NVQ Level 2 - Customer Service Practitioner
Leeds City College
Leeds 03.2023 - 10.2024
GCSE - English Literature
Garforth Academy
Leeds 09.2020 - 07.2021
GCSEs - Religious Studies
Garforth Academy
Leeds 09.2020 - 07.2021
GCSEs - French
Garforth Academy
Leeds 09.2020 - 07.2021
GCSEs - English Language
Garforth Academy
Leeds 09.2020 - 07.2021
GCSEs - Combined Science
Garforth Academy
Leeds 09.2020 - 07.2021
GCSEs - Mathematics
Garforth Academy
Leeds 09.2020 - 07.2021
Skills
- Calmness under pressure
- Diplomatic negotiation
- Multitasking efficiency
- Customer experience with a friendly telephone manner
- Empathetic approach
- Ability to work unsupervised
- Excellent interpersonal skills and team player
- Ability to prioritise
- Willingness to ask questions and learn
- Good time keeper
- Service-Oriented mindset
Affiliations
- Solo travel
- Pilates
- Learning French
- Sampling international cuisine
- Reading novels
- Hiking
References
References available upon request.
Timeline
Customer service advisor
HRP Leeds
03.2023 - Current
NVQ Level 2 - Customer Service Practitioner
Leeds City College
03.2023 - 10.2024
Administrative assistant
Sedgwick International
08.2022 - 01.2023
Customer service representative
Swift Switch
05.2022 - 07.2022
GCSE - English Literature
Garforth Academy
09.2020 - 07.2021
GCSEs - Religious Studies
Garforth Academy
09.2020 - 07.2021
GCSEs - French
Garforth Academy
09.2020 - 07.2021
GCSEs - English Language
Garforth Academy
09.2020 - 07.2021
GCSEs - Combined Science
Garforth Academy
09.2020 - 07.2021
GCSEs - Mathematics
Garforth Academy
09.2020 - 07.2021
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