Samantha Johnson
North Shields,Tyne and Wear
Summary
I am honest, reliable and conscientious person, who possesses the ability to work to an equally high standard as an Individual or as a Team Member. I demonstrate a determined and decisive approach to tasks and objectives. I have a methodical approach to planning, organizing and monitoring which enables me to feel comfortable with demanding targets. Honest and reliable Customer Service professional with a strong background in Investment Services. Delivers exceptional service and support through effective communication and problem resolution. Maintains high standards of accuracy and confidentiality while managing demanding workloads. Dedicated professional focused on customer satisfaction and team collaboration. Utilises excellent organisational skills to manage administrative tasks efficiently, ensuring compliance with regulatory requirements. Demonstrates strong analytical abilities to identify and resolve issues, fostering positive customer relationships.
Overview
28
28
years of professional experience
Work History
Customer Service / Investment Services
Newcastle Building Society
Wallsend
03.2022 - Current
- Maximised customer engagement and satisfaction by delivering excellent customer service.
- Delivered professional customer service to clients over the telephone, addressing queries and facilitating investment-related support.
- Handle a wide range of customer enquiries, explaining information clearly and ensuring customers receive accurate and appropriate support.
- Resolved customer queries and problems using effective communication and providing step-by-step solutions.
- Identified and resolved customer issues, escalating more complex enquiries to the appropriate team.
- Managed a high-volume workload while ensuring accuracy and maintaining a professional standard of customer service.
- Work within financial services procedures and regulatory requirements, maintaining a high level of confidentiality and attention to detail.
- Demonstrate strong attention to detail when handling sensitive financial and personal information.
- Use internal systems and databases to access and update customer information, process requests and record interactions accurately.
- Communicate confidently with customers from a wide range of backgrounds, adapting communication style to meet individual needs.
- Interacted with customers to identify needs and provide tailored solutions for enhanced service delivery.
- Identified issues, analysed information and provided solutions to problems.
- Work collaboratively with colleagues and other departments to ensure customer queries and requests are dealt with efficiently.
- Achieved service time and quality targets.
- Collaborated with team members to achieve target results.
- Built and maintained courteous and effective working relationships.
- Handled customer concerns and escalated major issues to supervisor.
- Actively listened to customers to fully understand requests and address concerns.
- Picked up additional tasks to aid team success.
- Trained and mentored employees to maximise team performance.
- Demonstrated consistent hard work and dedication to achieve results and improve operations.
- Met schedule using excellent planning and coordination skills.
- Complete administrative tasks accurately and efficiently, maintaining customer records and ensuring information is processed in line with company procedures.
- Enhanced working relationships by participating in team-building activities.
- Promoted safe working environment by implementing regulatory standards, policies and guidelines.
Administration
Thomas Owen and Son
01.2018 - 12.2021
- Answered telephone inquiries, processed sales orders, and updated system records.
- Coordinated van bookings for customer rentals, ensuring timely availability and customer satisfaction.
- Developed custom scripts to automate routine network administration tasks, enhancing operational efficiency.
- Regularly updated production administration, enabling progress monitoring against schedules and budgets.
- Shadowed qualified Business Administrators to obtain extensive understanding of administration best practices and skills.
Personal Assistant
01.2015 - 01.2018
- Documented activities and reflections in a weekly diary, arranged financial matters, handled phone communications, and sorted mail.
- Handled emails and written business correspondence on behalf of senior office staff.
- Handled sensitive information with discretion, ensuring compliance with data protection regulations and company policies.
- Monitored emails and correspondence, prioritising and responding on behalf of the executive to streamline workflow.
Sales Administrator
Lloyd BMW
01.2015 - 12.2015
- Processed orders, updated data, invoiced new and used vehicles, created files with relevant paperwork, ordered new and fleet vehicles, organised collection of vehicles from port of Tyne, handled daily banking.
- Developed spreadsheets to organise and track new customer orders, enhancing order management efficiency.
- Handled customer enquiries, offering product advice and resolving issues to maintain satisfaction.
- Resolved customer issues and complaints with quick-thinking problem-solving.
- Maintained excellent customer satisfaction by staying helpful, polite and friendly throughout phone calls and other interactions.
Sales Administrator
Benfield Van Centre
01.2012 - 01.2015
- Processed orders, updated data, invoiced new and used vehicles, created files with relevant paperwork, ordered new and fleet vehicles, organised collection of vehicles from port of Tyne, managed daily banking.
- Developed spreadsheets to track and manage customer orders, enhancing organisation and visibility of order status.
- Handled customer enquiries, offering product advice and resolving issues to maintain satisfaction.
- Resolved customer issues and complaints with quick-thinking problem-solving.
- Maintained excellent customer satisfaction by staying helpful, polite and friendly throughout phone calls and other interactions.
Sales Assistant
Outfit - Barrats Shoes Silverlink
01.2011 - 12.2011
- Guided customers in product selection and purchasing to enhance shopping experience.
- Assisted customers in selecting products, offering detailed advice to meet their needs.
- Kept shelves neat, clean and organised through visual merchandising.
- Handled customer enquiries, providing prompt responses to questions about products and services.
Dental Nurse
Verne Road Dental Surgery
North Shields
01.2006 - 12.2006
- Assisted dentist with clinical procedures and managed reception duties in a customer-focused environment, ensuring smooth operations within the dental office.
- North Shields
- Assisted dentists with various dental procedures, including fillings, extractions, and root canals, enhancing patient care.
- Performed reception duties, including updating patient records and booking appointments, maintaining respect and confidentiality.
- Sterilised and prepared instruments and equipment in accordance with strict hygiene protocols, maintaining a safe workspace.
Dental Nurse
Lesbury Dental Surgery
Heaton
01.2003 - 12.2003
- Assisted dentist by preparing materials and chemicals, managing main reception duties in a customer-focused environment.
- Provided support to customers at Heaton location, ensuring a positive experience.
- Assisted dentists with various dental procedures, including fillings, extractions, and root canals, enhancing patient care.
- Performed reception duties, including updating patient records and booking appointments, maintaining respect and confidentiality.
- Sterilised and prepared instruments and equipment in accordance with strict hygiene protocols, maintaining a safe workspace.
Office Administrator
Blue Pearl Granite
Westerhope
01.2001 - 12.2003
- Performed general office duties, including customer and company outreach for product sales, data entry, and office management.
- Collaborated with Westerhope team to improve customer engagement strategies.
- Managed office correspondence, including emails, phone calls and mail, efficiently and promptly.
- Handled incoming calls and correspondence, providing timely responses to enquiries and bolstering company communication.
- Communicated with staff through various internal platforms to keep colleagues informed of office updates.
Customer Sales Assistant
Kawasaki Newcastle
Newcastle
01.1999 - 12.1999
- Creating vehicle and customer records, invoicing and taxing vehicles, filing, faxing and reception duties.
- Assisted customers in selecting products, offering detailed advice to meet their needs.
- Processed sales transactions accurately, handling cash and card payments efficiently.
- Handled customer returns, refunds and exchanges at customer service desk.
- Replenished items and organised displays to keep stock looking professional.
- Processed cash and card payments during busy shopping periods to minimise customer waiting times.
Call Centre Operative
Labour Party
North Shields
01.1999 - 12.1999
- Contacted individuals on electoral role to determine voting preferences, collaborating with team members.
- Assisted clients in North Shields, addressing service inquiries effectively.
- Increased customer satisfaction by offering friendly, helpful and informative customer service.
- Handled and quickly resolved customer issues regarding product sales and customer service problems.
- Followed-up on customer interactions to provide further support.
Education
Level 2 Business admin -
NCFE
01-2026
Level 2 Principle of Customer service -
NCFE
01-2026
hair dressing and barbering -
01-2017
Beauty Therapy Level 2 -
01-2011
Emergency First aid Course -
01-2004
Payroll - Manual -
01-2003
GCSE -
Psychology
01-2002
GNVQ Leisure & Tourism - Word Excel -
Level 1
01-2001
City & Guilds -
Computing
01-2001
Vocational Taster Project -
NECOE
01-1998
Basic Health & Safety Certificate -
01-1998
Skills
- Excellent communication and organizational skills
- Conscientious
- Honest
- Reliable
- Trustworthy
- Punctual
- Customer service
- Data entry
- Team collaboration
- Time management
- Financial administration
- Communication skills
- Problem resolution
- Record keeping
- Problem-solving
- Calm under pressure
- Analytical and critical thinking
- Customer focused
- Deadline management
- Administrative support
Custom
2001-03-01, North Tyneside College, Wallsend, Achieved NCFE certificate in call centre techniques - 2 week intense course learning sales, face to face and over the telephone techniques.
Timeline
Customer Service / Investment Services
Newcastle Building Society
03.2022 - Current
Administration
Thomas Owen and Son
01.2018 - 12.2021
Personal Assistant
01.2015 - 01.2018
Sales Administrator
Lloyd BMW
01.2015 - 12.2015
Sales Administrator
Benfield Van Centre
01.2012 - 01.2015
Sales Assistant
Outfit - Barrats Shoes Silverlink
01.2011 - 12.2011
Dental Nurse
Verne Road Dental Surgery
01.2006 - 12.2006
Dental Nurse
Lesbury Dental Surgery
01.2003 - 12.2003
Office Administrator
Blue Pearl Granite
01.2001 - 12.2003
Customer Sales Assistant
Kawasaki Newcastle
01.1999 - 12.1999
Call Centre Operative
Labour Party
01.1999 - 12.1999
Level 2 Business admin -
NCFE
Level 2 Principle of Customer service -
NCFE
hair dressing and barbering -
Beauty Therapy Level 2 -
Emergency First aid Course -
Payroll - Manual -
GCSE -
Psychology
GNVQ Leisure & Tourism - Word Excel -
Level 1
City & Guilds -
Computing
Vocational Taster Project -
NECOE