Shannon Haywood

• Contacting customers by phone and email regarding outstanding balances on their accounts.
• Speaking with customers to understand their circumstances and agreeing suitable payment plans where needed.
• Taking payments and keeping customer accounts accurate and up to date.
• Handling difficult conversations professionally while maintaining good customer service.

(Maternity Leave | December 2024 – October 2025)

• Answering inbound calls and emails from residents with queries regarding their utility bills, usage and accounts.
• Helping customers resolve queries and providing information in a clear and helpful way.
• Setting up new accounts, closing accounts and setting up Direct Debits.
• Taking payments and maintaining accurate customer records.
• Creating monthly and quarterly reports using Excel for management.

• Processing customer orders and keeping information accurate on internal systems.
• Answering telephone and email enquiries from both customers and trade customers.
• Providing support to customers throughout the sales process.
• Helping customers face to face in the showroom.

• Acting as the first point of contact for small and medium-sized business customers.
• Handling telephone and email enquiries and working to resolve issues.
• Monitoring customer tickets and liaising with contractors when needed.
• Using Microsoft Office programmes to update information and manage enquiries.

• Working in a fast-paced environment which includes:
• Answering care-line calls and out-of-hours repairs calls, making sure customers received the correct support.
• Assessing situations quickly and finding the best solution for customers.
• Managing emails and updating customer records using Microsoft Office systems.

• Made outbound calls to potential customers regarding funeral plans.
• Answered customer questions and provided information about the service.
• Identified interested customers and passed leads to the sales team.

• Provided telephone technical support and helped customers resolve issues.
• Updated customer accounts accurately and recorded information.
• Managed customer expectations and aimed to resolve queries during the first contact.

• Provided telephone support to business customers.
• Troubleshot issues and raised tickets when further support was required.

• Supported business customers with account and technical queries.
• Provided information, resolved problems and updated customer records.

The Deincourt Hotel | TK Maxx | Knowhow | K&H Sports | Appletongate Day Nursery

(Customer-facing roles involving telephone and face-to-face customer service, administration, payments, bookings and general support in-between earlier employment)