Summary
Overview
Work history
Education
Skills
Affiliations
Accomplishments
Certification
Timeline
Generic

Sarah Carlin

Danesmoor,Chesterfield

Summary

Outstanding Customer Service and planning skills. Polite and professional person with strong work- ethic communication and multitasking skills. Experienced in resolving customer complaints within company guidelines and using own initiative with outstanding results. Implements customer follow-up to uphold service standards and guarantee customer satisfaction. Winning many awards for team and customer satisfaction - going above and beyond. I'm currently working to achieve(ILM) Leadership in Action qualification, which I'll continue and self fund if successful.

Takes on challenging new role harnessing interpersonal skills, collaboration and problem-solving. Driven to deliver high-quality service and consistent results.


Employee of the year nominee for 16 years 400/500 plus staff. Winning 2007.


Loyal employee with solid understanding of training and mentoring employees. Dedicated team player, proactive and hands-on in task completion.

Overview

26
26
years of professional experience
6
6
years of post-secondary education
1
1
Certification

Work history

Reception/Customer Services Team Leader

Slimming World Head Office
Alfreton, Derbyshire
09.2003 - Current
  • Maintain excellent satisfaction by providing a world class service.
  • Welcome between 20 to 400 visitors daily into the business. (400 - pre-covid numbers).
  • Answer a daily average of 96 telephone calls per day with professionalism whilst offering a world-class service.
  • Managing my managers diary and my teams members.
  • Lead and support Reception and Customer Services staff to achieve objectives and goals.
  • Plan every aspect of department needs.
  • Organise reception and customer service cover - 364 days 8am until 6pm.
  • Trend every contact into the business, and to give each team member responsibly for individual contacts playing to competency strengths.
  • Advised management of customer service trends - creating daily, weekly, monthly reports, creating proactive strategies to maintain best practices to Director level.
  • Plan a fleet of over 100 company vehicles - organising any servicing and routine maintenance and liaising needs with field staff, knowing their Head Office diaries.
  • Communicate and plan Head Office car parking and mini bus pick up requirements.
  • Organise new starters packs, PPE and inductions for temporary workers and new starters.
  • Ensure team members are equipped with Health and Safety knowledge and equipment.
  • Organise and facilitate seminars, conferences and business events.
  • Resolve customer complaints following guidelines in an effective and timely manner and within agreed KPI's.
  • Promptly respond to inquiries and requests from prospective customers - within agreed KPI's.
  • Obtain feedback from customers to improve service experience.
  • Follow up Customer feedback.
  • Listen actively to offer accurate information and best solution to Customer needs.
  • Advise Customers on availability, pricing and location of products.
  • Follow up on unresolved Customer issues to investigate and resolve problems where necessary escalating to Senior Managers.
  • Enhance Customer satisfaction ratings by managing client enquires through to resolution and closely monitoring social media platforms.
  • Delight Customers - once a resolution has finished - continue to delight Customer with ongoing support and contact.
  • Adhered strictly to policies and procedures for continued company compliance - whilst protecting our brand at all times.
  • Enhanced internal and external customer satisfaction ratings by researching, troubleshooting, benchmarking exercises and resolving escalated issues efficiently.
  • Create 6 month induction programmes for new team members.
  • Train team members on operating procedures and company services.
  • Identified individual team members development needs and arranged appropriate training.
  • Handled in-person, email and mailed correspondence.
  • Recorded information about inquiries and complaints within internal database.
  • Facilitated conflict resolution by implementing protocols and investigating issues through to completion.
  • Processed and issued refunds, exchanges and credit notes, providing tailored solutions to customer issues.
  • Applied conflict management to stressed and concerned customers.
  • Implemented customer follow up to uphold service standards.
  • Met customer call guidelines for service levels and handle time.
  • Offered current, accurate advice on optional solutions for concerns.
  • Led the quality assurance of Hi-Fi bars (cereal bar high in fibre - unique to Slimming World) -monthly visits to South Wales with over night stays - for production meetings and quality assurance and signing off first productions.
  • Authorising teams overtime payments and uniform allowance payments.
  • Support the company recruitment process, role playing assistance give for senior management roles.
  • Facilitate the planning and organising of meeting rooms and room set up.
  • Stock inventory - Slimming World Consultant collecting and returning stock.
  • Slimming World self employed team members, resignation exit calls and monthly reporting direct to Director level.
  • Work closely with the maintenance team reporting health and safety issues immediately.
  • Slimming World self employed team members, resignation exit interviews and monthly reporting direct to Director level.


Reception team leader

National Probation Service
Derbyshire, Derbyshire
09.1999 - 09.2003
  • Managed high volume of incoming calls from multi-line telephone system and documented messages.
  • Handled office petty cash and maintained flawless records and daily bank visits.
  • Managed office calendars, set new appointments and assisted with offender arrangements.
  • Trained and supervised a 2 staff members to deliver world-class customer service in a challenging environment.
  • Ordered stock for building facilities, including refreshments and consumables.
  • Reviewed staff performance by analysing KPI data and conducting appraisals.
  • Issued visitor and contractor passes and recorded visits on security system.
  • Set up office spaces, equipment and support services for client and team meetings.
  • Tracked daily activities and important metrics with spreadsheets.
  • Created agendas for meetings, prepared materials and took detailed notes.
  • Managed invoicing and payments for contractors, vendors and suppliers through [Timeframe] process.
  • Coordinated travel for out of county court cases, accommodation and itineraries for office staff.


General assistant

Metal Improvement Company
Derby, Derbyshire
07.1999 - 09.1999
  • I worked here for a short time in general administration, whilst looking to improve my employment prospects.
  • Displayed strong customer service and professional telephone manner while resolving enquiries.
  • Carried out day-day-day support duties accurately and efficiently.
  • Greeted guests and clients with warmth and professionalism.
  • Kept office tidy, organised and stocked with supplies.
  • Organised tasks by level of urgency and importance to make best of use time and resources.
  • Arranged supplies, documents and spaces for meetings.
  • Organised and maintain office common areas.
  • Ordered stock and supplies from trusted and cost-effective suppliers to meet office needs in line with procurement targets.
  • Helped staff to maximise efficiency by providing clerical and secretarial support.
  • Scheduled meetings, conferences and appointments.

Junior administrative assistant

CharaPak Ltd
Alfreton, Derbyshire
06.1998 - 07.1999
  • Once employer judged my 2 weeks work experience I was offered full time employment on completion of my GCSE's.
  • Full reception duties, face to face and telephone calls.
  • Provided customers with price information and handled financial transactions.
  • Kept files organised and up-to-date for accurate record-keeping purposes.
  • Organised tasks by level of urgency and importance to make best of use time and resources.
  • Helped staff to maximise efficiency by providing clerical and secretarial support.
  • Kept and maintained accurate filing system for preservation of office information.
  • Monitored outstanding invoices and performed collections duties.

Education

NVQ Level 3 - Customer Care

Chesterfield College
Chesterfield
06.1999 - 01.2001

GCSEs - all subjects

Frederick Gent School
Alfreton
09.1993 - 06.1998

Skills

  • Customer Service
  • Product knowledge
  • Training and Development
  • Complaint resolution
  • Performance Management
  • Staff education and training
  • Skilled multitasker
  • Excellent time management skills
  • Exceptional interpersonal communication
  • Schedule management
  • Employee management
  • Exceptional telephone etiquette
  • Data analysis
  • Business intelligence analysis and solutions
  • Strategic project management
  • Process improvements
  • Programme compliance
  • Communication skills
  • Team building
  • Leadership

Affiliations

  • Walking and socialising with family.

Accomplishments

    Nominated 16 times employee of the year - 400/500 plus staff.

    Won employee of the year 2007.

Certification

9 - GCSE's each graded 'C'

2 - NVQ's - level 3 - Customer Care and Business Administration - both Passed

RSA - Text processing 1 part 1 = Distinction

RSA - Text processing 11 part 1 = Pass

RSA - Word processing 1 part = Distinction

RSA - Word processing 11 part 2 = pass

ITCC - Databases =pass

ITCC - Word processing = pass

ITCC - Spreadsheets = pass

ITCC - desktop publishing = pass

Timeline

Reception/Customer Services Team Leader

Slimming World Head Office
09.2003 - Current

Reception team leader

National Probation Service
09.1999 - 09.2003

General assistant

Metal Improvement Company
07.1999 - 09.1999

NVQ Level 3 - Customer Care

Chesterfield College
06.1999 - 01.2001

Junior administrative assistant

CharaPak Ltd
06.1998 - 07.1999

GCSEs - all subjects

Frederick Gent School
09.1993 - 06.1998

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Sarah Carlin