Shannon Bentley
Rowley Regis
Summary
Detail-oriented professional with a strong focus on accuracy and customer satisfaction. Demonstrates exceptional team leadership and motivation skills, driving teams to achieve targets efficiently. Proficient in payroll administration and adept at managing administrative procedures with excellent time management. Committed to maintaining high standards of attention to detail while pursuing opportunities for career advancement in a target-driven environment.
Overview
11
11
years of professional experience
Work history
Customer service advisor
SERCO - HMRC
2025.11 - Current
- Optimised resource allocation during peak hours, prevented long wait times for callers.
- Implemented new protocols for efficient complaint management.
- Strengthened client relationships with clear communication and problem-solving skills.
- Provided detailed information about products and services to potential customers.
- Improved customer satisfaction by promptly addressing queries and complaints.
- Managed complex customer issues to successful resolution.
- Guided customers through troubleshooting process with patience and clarity.
- Designed training programmes for enhanced team performance.
- Built rapport with clients through empathetic handling of concerns.
Delivery Driver/Branch Administrator/Supervisor
Euro Car Parts
2022.05 - 2026.04
- Loaded and unloaded vehicles safely, preventing injuries or accidents.
- Managed daily operations to increase productivity.
- Prepared accurate monthly reports for improved decision making.
- Installed internal controls and set up standard procedures for business accounting systems.
- Delegated tasks appropriately, achieved balanced workload among team members.
- Worked closely with management to manage staff levels and allocate resources for production plans.
Customer Advisor
Freytia Enterprises Ltd
2021.09 - 2022.02
- If so running through the online booking system to book the appointment but also upselling additional appliance cleaning
- Taking payments on a pdq machine.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Processed sales and orders accurately and efficiently, exceeding performance and productivity targets.
- Maintained up-to-date client records in database systems.
- Offered detailed advice on product and service benefits.
- Assisted customers with product complaints, logging issues for investigation and providing replacement items.
- Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
- Reduced customer wait times by adhering to call target timeframes.
Health Care Assistant/Chaperone
Peek-a-Baby
2021.04 - 2021.09
- The job includes assisting the sonographers with tasks throughout all appointments and making the experience both exciting and comfortable for all patients, this also adds to the journey of their pregnancy.
- Assisted in patient care, improved comfort and well-being.
- Positioned patients for specific imaging, using protective devices to support safety and comfort.
- Explained procedures to calm and educate patients on imaging techniques.
- Prepared examination rooms with equipment and supplies required for treatment.
Customer Service Advisor
E.ON
2016.06 - 2020.01
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Consistently achieved service rating targets, managing customer enquiries with personalised care and attention.
- Recorded information about inquiries and complaints within internal database.
- Managed complex customer issues to successful resolution.
Customer Service Advisor
The Automobile Association (The AA)
2015.09 - 2016.06
- This was an apprentice scheme so as well as gaining the experience to work in customer service I also earned my Level 2 NVQ in customer service.
- Recorded and processed customer data accurately.
- Handled high volume of calls daily for faster issue resolution.
- Guided customers through troubleshooting process with patience and clarity.
Sales Assistant
Seawave Fish Bar
2015.04 - 2015.09
- Built strong relationships with regular customers for repeat business.
- Managed till operations smoothly, reducing waiting time for customers.
- Handled high-pressure situations calmly, keeping store operation seamless during peak hours.
- Addressed customer needs promptly, resulting in positive feedback and loyalty.
Education
GCSEs - GCSE
Ormiston Forge Academy Previously Known As Heathfield Foundation Technology College
Cradley HeathSkills
- Eye for accuracy
- Team leadership and motivation
- Target-driven
- Excellent Time management
- Customer-focused
- Payroll administration
- Attention to Detail
- Administrative procedures
Personal Information
Timeline
Customer service advisor
SERCO - HMRC
2025.11 - Current
Delivery Driver/Branch Administrator/Supervisor
Euro Car Parts
2022.05 - 2026.04
Customer Advisor
Freytia Enterprises Ltd
2021.09 - 2022.02
Health Care Assistant/Chaperone
Peek-a-Baby
2021.04 - 2021.09
Customer Service Advisor
E.ON
2016.06 - 2020.01
Customer Service Advisor
The Automobile Association (The AA)
2015.09 - 2016.06
Sales Assistant
Seawave Fish Bar
2015.04 - 2015.09
GCSEs - GCSE
Ormiston Forge Academy Previously Known As Heathfield Foundation Technology College