Shannon Ram

• Assist customers by providing exceptional service to ensure a welcoming shopping experience.
• Maintain a friendly demeanour while addressing customer queries and offering support.
• Operate till and lottery machine with accuracy and efficiency.
• Restock shelves daily to ensure product availability.
• Process and organise deliveries swiftly and effectively.
• Reduce stock as necessary, adhering to company guidelines.
• Keep store clean, tidy, and organised.
• Follow age-verification procedures, including the 'challenge 25' policy.
• Maintained clean shop floor, promoting a welcoming environment.
• Handled transactions, maintaining accurate till records.
• Participated in seasonal sale preparations by arranging promotional displays strategically.

Whilst working at Santander UK, I regularly managed a high workload. My responsibilities included responding to a large volume of emails, investigating fraudulent activity on customer accounts, and handling inbound calls relating to new fraud cases.

I worked my way up to become a virtual coach, where I would create a training programme to train up 15 members of staff at a time.

• Logged customer complaints accurately, expedited corrective actions effectively.
• Responded to difficult situations calmly, gained trust of aggrieved customers.
• Designed training programmes for enhanced team performance.
• Provided detailed information about products and services to potential customers.
• Guided customers through troubleshooting process with patience and clarity.
• Handled high volume of calls daily for faster issue resolution.
• Assisted customers in product selection to boost sales.
• Strengthened client relationships with clear communication and problem-solving skills.
• Investigated customer issues to find acceptable conclusion and prevent recurrence.
• Transferred customer calls to respective department or personnel to address specific issues.
• Offered recommendations to customers based on specific situations, priorities and obstacles.

I was taking a high volume of Customer Service calls per day for a car insurance broker, I handled all calls with patience, understanding and a welcoming approach.

• Managed complex customer issues to successful resolution.
• Participated in conflict resolution sessions for better team cooperation.
• Logged customer complaints accurately, expedited corrective actions effectively.
• Built rapport with clients through empathetic handling of concerns.
• Registered and updated accurate customer information on database, including name changes, address, registration updates.
• Taking payments over the phone.

Within this role I assisted existing customers with any watercooler queries they may have had, this could be anything from a water cooler fault to just a day to day check up. I Utilised customer service skills to build rapport and remain ongoing relationships with existing customers to help build future business.

• Established strong rapport with clients through regular communication.
• Developed new strategies with a focus on customer retention.
• Worked closely with product development teams for customising offerings according to client needs.
• Negotiated contracts to secure profitable deals.
• Managed high call volumes, ensuring excellent customer service standards were maintained.
• Conducted follow-up calls with customers for improved relationship management and retention rates.
• Handled difficult situations calmly under pressure, demonstrating excellent resilience and problem-solving skills.

Working in a very fast environment, completing up to 350 calls per day. Offering a free of charge home visit demonstration. The role also included the below.

• Hitting daily targets and achieving company kpi’s
• Making appointments with clients to see our products
• Working in a fast-past environment
• Training new staff with the system and dealing with customer calls
• Delivery process, arrange roots for delivery, time of arrival and process all the paperwork
• Ensuring previous clients are still happy with their product
• High volumes and inbound and outgoing calls