Hi, I’m
Shannon Lyth
Buckley,Flintshire
Live life to the fullest, and focus on the positive.
Summary
Reliable customer service representative with background in providing professional and helpful support to new and existing clients. Friendly and open communicator with well-developed interpersonal and active listening skills. Focuses on providing timely and useful responses to customer queries.
Overview
6
years of professional experience
7
years of post-secondary education
Work history
Chetwood FinancialWrexham, Wrexham
Customer Experience Representative
07.2023 - Current
Job overview
- Responding to customer queries and resolving issues through multiple channels, including web-chat, email and phone calls.
- Investigating fraudulent transactions and reporting any findings to relevant teams to review.
- Supporting wider operational areas with any additional workflow that may require assistance.
Castell VenturesMold, Flintshire
Support Worker
12.2020 - 07.2023
Job overview
- Monitored individuals' progress, continuously updating and adjusting care plans to meet health and wellbeing needs.
- Assisted with personal care activities such as washing and dressing, consistently promoting positive health and hygiene.
- Built strong client relationships with 5 individuals through compassionate care and friendly rapport building.
- Conducted one-to-one and group support sessions, helping service users to achieve care plan objectives.
Castell VenturesMold, Flintshire
Support Team Leader
10.2021 - 10.2022
Job overview
- Developed plans and strategies to promote continuous improvement.
- Managed teams by overseeing training and professional growth of 8 employees through supervisions and development conversations.
- Effectively planning and managing rotas around sickness and absences.
TargetChester, Cheshire
Litigation Executive
01.2020 - 12.2020
Job overview
- Delivered exceptional customer service on all calls while maintaining calm and professional demeanour in challenging circumstances.
- Performed all debt collection activities in compliance with Financial Conduct Authority (FCA) guidelines.
- Communicating with Solicitors and providing them with up-to-date information.
TargetChester, Cheshire
Collections & Recoveries Executive
04.2019 - 01.2020
Job overview
- Built understanding of individual customer situations by asking open and probing questions, tailoring plan of action accordingly to support them through product lifecycle.
- Contacted over 50 customers daily by SMS, phone calls, emails and letters to skilfully negotiate repayment of outstanding arrears.
- Worked in call-centre environment handling manual and automatically dialled outbound calls.
RalawiseDeeside, Flintshire
Customer Service Advisor
11.2017 - 04.2019
Job overview
- Managed over 50 customer calls daily, offering detailed advice on products and answering queries.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Offered prompt solutions to maintain customer satisfaction.
Education
Coleg CambriadConnah's Quay
NVQ Level 3 from Diploma for Children's Care, Learning and Development
09.2014 - 06.2016
University overview
- Awarded Level 3 in Application of Numbers.
- Awarded Level 3 in Communication.
- Awarded Level 3 in Working with Others.
St Richard Gwyn Roman Catholic High SchoolFlint
GCSEs
09.2009 - 06.2014
University overview
- 10 GCSE's - including Maths, English Language, Science and Welsh at grade C.
Skills
- Team player
- Excellent communicator
- Dedicated work ethic
- Strong customer service orientation
- Ability to prioritise workloads
- Strong attention to detail
- Good knowledge of systems
- Quick learner
Languages
English
Fluent
Timeline
Customer Experience Representative
Chetwood Financial
07.2023 - Current
Support Team Leader
Castell Ventures
10.2021 - 10.2022
Support Worker
Castell Ventures
12.2020 - 07.2023
Litigation Executive
Target
01.2020 - 12.2020
Collections & Recoveries Executive
Target
04.2019 - 01.2020
Customer Service Advisor
Ralawise
11.2017 - 04.2019
Coleg Cambriad
NVQ Level 3 from Diploma for Children's Care, Learning and Development
09.2014 - 06.2016
St Richard Gwyn Roman Catholic High School
GCSEs
09.2009 - 06.2014