Shalem Smith
Manchester
Summary
Customer service professional with 10 years of experience in call centre environments. Expertise in managing high volumes of calls and resolving customer queries and complaints efficiently. Strong organisational skills and a positive attitude contribute to maintaining high customer satisfaction levels.
Overview
10
10
years of professional experience
Work history
Complaints handler
Vision Express
Manchester
2025.01 - 2026.01
- Improved customer relations by promptly addressing and resolving complaints.
- Assured satisfaction by providing professional and empathetic responses to customers' concerns.
- Liaised with different departments for effective resolution of customer issues.
Customer service representative
Vision Direct
Manchester
2021.05 - 2025.01
- Managed high volumes of inbound calls, resolving customer queries and issues promptly to enhance customer satisfaction.
- Handled phone, email and social media enquiries, providing consistent customer service across channels to meet diverse customer needs.
- Processed orders promptly ensuring a positive shopping experience for customers.
Customer service representative
Bridgehouse finance Ltd
Manchester, Greater Manchester
2018.01 - 2021.04
- Assisted customers with diverse inquiries, leveraging product knowledge and service expertise to enhance satisfaction.
- Utilised active listening and product knowledge to effectively resolve inbound queries, ensuring prompt and effective customer support.
- Mitigated conflicts by providing timely and effective solutions to disputes raised by customers.
- Trained new hires for improved productivity and efficiency on the job floor.
- Maintained up-to-date knowledge, resulting in effective product promotion.
Claims handler
Total solutions (North West) LTD
Manchester, Greater Manchester
2015.11 - 2017.12
- Gathered information from customers regarding their claims then proceeding to draft and submit the claims on their behalf.
- Contacted appropriate parties when needed to make sure the customer was kept up to date with their claims.
Education
NVQ Level 2 - Business Administration
Pearson Education Ltd
ManchesterSkills
- Excellent communication skills
- Positive work attitude
- Problem-solving abilities
- Professional phone manner
- Call Centre experience
- Time management
- Customer relationship management
- Administrative skills
Timeline
Complaints handler
Vision Express
2025.01 - 2026.01
Customer service representative
Vision Direct
2021.05 - 2025.01
Customer service representative
Bridgehouse finance Ltd
2018.01 - 2021.04
Claims handler
Total solutions (North West) LTD
2015.11 - 2017.12
NVQ Level 2 - Business Administration
Pearson Education Ltd