- Outside of work, I enjoy line dancing and help run a local class, creating a fun and welcoming space while building confidence, teamwork, and organisation skills
Sarah-Ann Morris
Carlisle,Cumbria
Summary
Customer-focused professional specialising in operational support and case management. Resolves complex inquiries and manages complaints while analysing data for informed decision-making. Maintains high service standards, prioritises tasks effectively, and communicates clearly with stakeholders. Strong attention to detail and a solutions-driven approach enhance operational efficiency.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Specialist
Hemiko
Carlisle
08.2024 - Current
- Manage a high-volume caseload of 30-40+ customer tickets daily, alongside inbound and outbound calls
- Provide support on heating, hot water, metering and billing queries across a district heating network
- Met service time and quality standards through effective case management.
- Coordinate residential engineer attendance for reactive call outs and follow-ups.
- Raise plant issues through correct channels for multiple resident reports.
- Handled complaints from initial receipt to resolution, providing evidence-based replies to ensure customer satisfaction.
- Investigate full billing queries using system data, metering details, and notes.
- Produce statement of accounts and explain technical and financial details clearly.
- Liaise with internal teams and external stakeholders to resolve resident issues.
- Maintain accurate CRM records for every case and engineer action.
- Identified recurring issues and contributed to service improvements, enhancing overall customer experience.
- Managed sensitive, high-risk cases, implementing appropriate resolution actions to mitigate customer concerns.
Customer Service Manager
Entain
Carlisle
07.2020 - 08.2024
- Managed daily operations of high-volume retail site, ensuring optimal performance and timely delivery.
- Served 300+ customers daily, maintaining exceptional service levels in fast-paced environment.
- Resolved customer disputes and addressed sensitive issues, including responsible gambling and safeguarding, to uphold customer trust.
Sales Assistant
Cotswold Outdoor / Skechers / Bargain Booze
Carlisle
08.2016 - 07.2020
- Handled customer enquiries, providing prompt responses to questions about products and services.
- Collaborated with team members to achieve sales targets and contribute to store success.
- Maintained a tidy and safe shopping environment, following health and safety guidelines.
- Handled customer returns, refunds and exchanges at customer service desk.
- Processed sales transactions accurately, handling cash and card payments efficiently.
Waitress
No.10 Catering
Carlisle
03.2014 - 08.2016
- Delivered friendly and fast service to process high-volume food and drink orders at peak times.
- Delivered meals and beverages promptly, ensuring orders were correct and met customer satisfaction.
- Maintained safe hygiene and food handling standards for full compliance.
Education
Bachelor of Arts - Working with Children and Families
University of Cumbria
Carlisle 01-2023
A-Levels - English Language, Philosophy and Ethics, Theatre Studies, Extended Project Qualification
Trinity Sixth Form
Carlisle01-2017
GCSEs - English Language and Literature, Maths, Science, ICT, Theatre Studies, Religious Studies
Trinity School
Carlisle 01-2015
Skills
- Customer service and support
- Complaint resolution
- CRM management
- Data analysis and investigation
- Continuous improvement
- Stakeholder communication
- Risk management
- Microsoft Office proficiency
- Time management and prioritisation
- Team coordination
- Telephone communication
- Multitasking abilities
- Active listening skills
- Adaptive problem solving
- Sensitive issue handling
- Patience under pressure
Interests
Accomplishments
- Customer Service Manager of the Year in North East (2023) – awarded for excellence in customer service performance and achieving top results across the region.
Certification
- Qualified in safeguarding (adults and children)
- Trained in supporting autistic individuals across all ages
- Completed equality and diversity training
Timeline
Customer Service Specialist
Hemiko
08.2024 - Current
Customer Service Manager
Entain
07.2020 - 08.2024
Sales Assistant
Cotswold Outdoor / Skechers / Bargain Booze
08.2016 - 07.2020
Waitress
No.10 Catering
03.2014 - 08.2016
Bachelor of Arts - Working with Children and Families
University of Cumbria
A-Levels - English Language, Philosophy and Ethics, Theatre Studies, Extended Project Qualification
Trinity Sixth Form
GCSEs - English Language and Literature, Maths, Science, ICT, Theatre Studies, Religious Studies
Trinity School