Sharlene Comrie
Wolverhampton
Summary
A dedicated and results-driven professional with extensive experience in customer service, account management, and administrative support. Proven ability to handle complex situations with empathy and professionalism, while consistently meeting performance targets. Strong communication and organizational skills, with a commitment to supporting vulnerable individuals and enhancing team performance.
Overview
18
18
years of professional experience
Work History
Pension Assistant • Councils Administrator
West Midlands Pension Fund
City of Wolverhampton, West Midlands
01.2024 - 02.2025
- Hitting Target of 85% Call rate daily
- Complying with Data Protection regulations on calls daily
- Responded to member inquiries promptly, improving customer service ratings.
- Manage user accounts by resetting passwords and resolving login issues.
Manage software updates regularly, ensuring optimal portal performance. - Deal with complaints and escalating urgent cases
- Maintain up-to-date client records through diligent updating of database system, reducing administrative errors significantly.
- Sort pension queries, resulting in timely resolution.
- Process death claims swiftly and compassionately during difficult times for beneficiaries.
- Handle sensitive information confidentially, maintaining trust amongst clients and colleagues alike.
- Provide support during retirement planning process; resulted in well-informed decisions by retirees.
- Register and updated addresses and marital status to maintain accurate records.
Account Manager • Sales Representative
Absolute Apparel
Wolverhampton, West Midlands
07.2023 - 11.2023
- Increased Sales by bringing in £32k revenue of new business
- Consistently met and exceeded profitability goals through effective upselling and cross-selling.
- Developed sales strategies to enhance company portfolio.
- Demonstrated product knowledge to potential customers, leading to increased interest in services offered.
- Managing CRM systems and updating records with accurate data
- Drafted well-researched briefing materials to inform decision-making process.
- Completed duties to deliver on targets with accuracy and efficiency.
- Processing high volume of payments
- Improved customer relations by promptly addressing and resolving complaints.
- Responding to customers emails promptly
- Coordinated with finance department to manage account finances efficiently.
- Achieved client satisfaction by managing key accounts effectively.
- Established strong rapport with clients through regular communication.
- Resolved client issues promptly, ensuring high levels of satisfaction.
- Collaborated with sales team for achieving shared objectives.
- Ensured accurate data input for seamless stock control.
Resolution Executive • Complaints Handler
Culligan
Wolverhampton, West Midlands
11.2015 - 07.2023
- Managed large volumes of 40+ calls to handle client complaints effectively.
- Upheld high standards of customer service whilst dealing with challenging situations and individuals.
- Investigated reported issues, liaising with staff at multiple levels to obtain relevant information.
- Displayed energy and enthusiasm in fast-paced environment.
- Communicated effectively with team members to coordinate efforts smoothly.
- Provided exceptional service by understanding and responding accurately to customers' needs.
- Coordinated training sessions for staff upskilling.
- Delivered exceptional customer service by proactively listening to concerns and answering questions.
Client Executive End User Support
Billi Uk (Waterlogic Sister Company)
Wolverhampton , West Midlands
08.2020 - 06.2021
- Securely managed large payments of up to £10k
- Guiding customers through faults and products issues
- Identified opportunities for upselling and cross-selling, adding value to company's offering.
- Upheld professional demeanour whilst dealing with challenging clients or situations.
- Liaising with engineers daily, ensuring targets complete of delegated jobs
- Coordinated logistics for timely delivery of goods.
- Handled client queries and complaints promptly and professionally, retaining customer loyalty.
- Established strong client relationships through excellent communication skills.
- Handled billing procedures, ensuring prompt payments from existing clients or end users.
- Introduced new product lines to increase company visibility in market.
- Identified growth opportunities, leading to business expansion.
Retention Officer
Waterlogic
Wolverhampton , West Midlands
11.2017 - 01.2019
- Managed over 60 calls daily and increased sales of £8k monthly
- Using tactful retaining skills to negotiate sales to retain custom
- Delivered excellent after-sales service to retain existing clientele.
- Resolved customer complaints promptly to retain client loyalty.
- Negotiated contract terms, achieving favourable outcomes..
- Offering Quotes and focusing on bringing in high revenue
- Fostered positive relationships with key accounts, resulting in repeat business.
- Handled contract disputes meticulously, minimised company losses.
- Liaised closely with external agencies such as social services and housing departments, providing comprehensive support for individuals in need.
Route Planner • Logistics Support
Waterlogic
Wolverhampton , West Midlands
02.2017 - 02.2017
- Collaborated with logistics team for seamless operations.
- Assigning engineers for Repairs/Services/installs/Collections
- Handled complex booking arrangements for enhanced customer experience.
- Collaborated with engineers to improve service delivery on all routes repairs, services, installs and collections
- Optimised routes using advanced technology, reducing fuel consumption and costs.
- Developed and maintained exceptional knowledge of local routes for timely deliveries.
- Obtaining property access details and arranging Site Surveys
- Completing Site Surveys and Health and Safety Documentation
- Dealing with Liability Insurance documents
- Complying with Data protection and security for engineers
Customer Service • Inbound Customer Relations
Angel Springs
Wolverhampton, West Midlands
06.2016 - 11.2016
- Managed 30+ inbound calls daily for quick resolution of customer issues.
- Processed orders promptly ensuring a positive experience for customers..
- Adhered strictly to company policies whilst processing sales orders, ensuring compliance at every stage.
- Handled escalated calls tactfully, preventing potential client loss.
- Adapted quickly to new software tools introduced into workflow, demonstrating agility and willingness to learn.
- Liaising with departments or Service Centre to support customers
- Offered technical support, leading to enhanced user experience.
- Trained new hires for improved productivity and efficiency
- Improved record keeping system with attention to detail and thoroughness.
- Sorted incoming mail promptly, reducing clutter and improving organisation
Sales Order Management • Sales
Angel Springs
Wolverhampton , West Midlands
11.2015 - 06.2016
- Increased sales through persuasive upselling techniques.
- Replenished consumables, ensuring constant availability of necessary items.
- Recommended appropriate products to customers, resulting in increased sales.
- Increased sales through persuasive upselling techniques.
- Processed payments accurately, resulting smooth transaction process for customers.
- Placing orders for consumables for existing customers
- Completing high volume calls outbound within given timescales
- Identified sales opportunities during calls, promoting additional products or services tactfully.
Broadband Specialist • Sales Representative
British Telecom
West Bromwich , West Midlands
12.2014 - 11.2015
- Brought in 10+ new business broadband sales within a week
- Increased revenue through solid negotiation and closing skills.
- Presented and promoted technical product and services using sound product knowledge and powerful sales techniques.
- Analysed competitor activity, shaping unique selling propositions accordingly
- Utilised CRM systems for tracking sales activities, ensuring organised work flow.
- Managed time efficiently whilst handling multiple customer accounts simultaneously.
- Collected co-payments or full payments from customers.
- Provided excellent customer service, ensuring customer retention and referrals.
- Negotiated contracts for broadband agreements with customers.
- Selling products and upselling service package’s selling service
- Working independently and contributing to team daily targets & KPI’s..
Retail Assistant • Sales Associate
Matalan
Bilston, West Midlands
03.2012 - 07.2014
- Received and processed cash and card payments accurately.
- Giving advice and guidance on product selection to customers
- Addressed issues raised by clients promptly, enhancing client satisfaction levels.
- Keeping up to date with special promotions and marketing
- Exhibited strong product knowledge which led to upselling opportunities.
- Coordinated fashion displays for increased shop appeal.
- Enhanced customer experience by offering personalised service.
- Coordinated deliveries efficiently for prompt stocking of goods on shelves.
- Coordinated housekeeping tasks to maintain high standards of cleanliness.
- Delivered excellent customer service for repeat patronage.
Project Manager • Employment Support
TLC College
Wolverhampton, West Midlands
10.2010 - 02.2011
- Conducted regular performance evaluations to identify areas needing improvement.
- Ensured smooth of training sessions, providing necessary support throughout.
- Managed software updates, improved system performance.
- Developed comprehensive project plans for successful execution and delivery.
- Fostered open learning environment through interactive workshops.
- Liaising with staff in other departments and with external contacts
- Attending conferences and best practices training
- Mentored employees to maximise development potential.
- Presented findings at conferences to share knowledge with peers.
Voluntary • Youth Worker
Wolverhampton City Council
Wolverhampton , West Midlands
09.2009 - 09.2010
- Promoted community involvement and volunteering among young people
- Provided emotional support during challenging times, ensuring well-being of youths under care
- Developed strong rapport with youths by engaging in regular, open conversations.
- Provided comprehensive support for youth personal development through mentoring and guidance.
- Implemented creative workshops to foster creativity and teamwork among youths.
- Completing Administrative tasks and processing Data
- Organised fun activities for enhancement of children's social skills.
- Coordinated community outreach programs, cultivating positive public relations.
- Safeguarded welfare of participants by strictly adhering to child protection policies.
- Set up social events and workshops to improve student integration.
Administration • Admin Clerk
Network for Black Professionals
Wolverhampton Science Park, West Midlands
02.2007 - 02.2008
- Organised company events successfully whilst maintaining budget constraints
- Supported other staff members to improve team performance.
- Maintained accurate records, ensuring accountability and transparency in transactions.
- Coordinated travel arrangements, reducing stress for team members on business trips.
- Operated mailing machinery including franking machines and photocopiers, minimising downtime due to malfunctions
- Managed tender submission process to secure new contracts.
- Utilised Sage 7 software to process membership packs daily.
- Enhanced online presence, rebranding company website and social media to capture more leads.
- Attended industry conferences representing company professionally at all times.
Education
NVQ Level 2 Safeguarding & Child Protection - Youth Work
Wolverhampton City Council
WolverhamptonCore Level 2 Child Abuse & Neglect - Youth Work
Wolverhampton City Council
West Midlands EDI Level 1 & 2 Key Skills Application of Number - Math
Juniper Training
WolverhamptonNVQ Level 1 Key Skills in Communication - English
Juniper Training
Wolverhampton NVQ Level 1 Key Skills in Problem Solving - Math
Juniper Training
WolverhamptonNVQ Level 1 Key Skills in working with others - Communication
Juniper Training
WolverhamptonNVQ Level 1 - Accounting
Book Keeping
WolverhamptonMulti Skills – Business Management – Level 1 -
Wolverhampton College
Wolverhampton2005
High School Diploma - Buisness
Aldersley High School
Codsall, WV8OCN Level 2 Youth work -
Wolverhampton City Council
WolverhamptonNCFE Level 1 Drug Awareness -
Wolverhampton City Council
WolverhamptonEDI NVQ Level 2 Business Administration -
Wolverhampton Bilston College
Skills
- Strong Communications Skills
- Assertiveness
- Attention to Details
- Organization Skills
- Strategic Thinking
- Process improvement techniques
- Effective communication
- Discrepancy resolution
- Project coordination
- Sensitive information handling
- Microsoft Office
- CRM Systems Sage, Sisqo, Prowat, IFA, Compendia EQ
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Accomplishments
- Successfully trained staff to enable them to contribute to the team at an early stage.
- Gained a V- Talent Award for Civil Service leadership.
- Supported the needs of Vulnerable young people by applying relevant resources to educate professionals on how best to support them.
- Organizing Events and projects with successful outcomes.
- Gaining Promotion in an existing role and gaining progression and growth.
- Preparing learning and development sessions for citizens of the public to get into employment, navigating tasks and planning projects, resulting in them finding them suitable careers.
- Supported members of the public and pensioners with their private pension, been able to support this journey with them and facilitating them with the guidance needed until Retirement age.
- Served customers in a positive way receiving a Star Award 2024 for Customer Service as the winner of the SMT Special Recognition award.
- Come up with new ideas to improve communication within customer service within a difficult climate of change and challenge.
- Implemented new procedures to prevent complaints and bring call volumes down, saving time and money.
- Increased £32k revenue of sales from one incoming call query
- Identifying problems and resolving them daily.
Personal Information
Nationality: British
Custom
Available upon request
Timeline
Pension Assistant • Councils Administrator
West Midlands Pension Fund
01.2024 - 02.2025
Account Manager • Sales Representative
Absolute Apparel
07.2023 - 11.2023
Client Executive End User Support
Billi Uk (Waterlogic Sister Company)
08.2020 - 06.2021
Retention Officer
Waterlogic
11.2017 - 01.2019
Route Planner • Logistics Support
Waterlogic
02.2017 - 02.2017
Customer Service • Inbound Customer Relations
Angel Springs
06.2016 - 11.2016
Resolution Executive • Complaints Handler
Culligan
11.2015 - 07.2023
Sales Order Management • Sales
Angel Springs
11.2015 - 06.2016
Broadband Specialist • Sales Representative
British Telecom
12.2014 - 11.2015
Retail Assistant • Sales Associate
Matalan
03.2012 - 07.2014
Project Manager • Employment Support
TLC College
10.2010 - 02.2011
Voluntary • Youth Worker
Wolverhampton City Council
09.2009 - 09.2010
Administration • Admin Clerk
Network for Black Professionals
02.2007 - 02.2008
NVQ Level 2 Safeguarding & Child Protection - Youth Work
Wolverhampton City Council
Core Level 2 Child Abuse & Neglect - Youth Work
Wolverhampton City Council
EDI Level 1 & 2 Key Skills Application of Number - Math
Juniper Training
NVQ Level 1 Key Skills in Communication - English
Juniper Training
NVQ Level 1 Key Skills in Problem Solving - Math
Juniper Training
NVQ Level 1 Key Skills in working with others - Communication
Juniper Training
NVQ Level 1 - Accounting
Book Keeping
Multi Skills – Business Management – Level 1 -
Wolverhampton College
High School Diploma - Buisness
Aldersley High School
OCN Level 2 Youth work -
Wolverhampton City Council
NCFE Level 1 Drug Awareness -
Wolverhampton City Council
EDI NVQ Level 2 Business Administration -
Wolverhampton Bilston College
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