A dedicated employee with 20+ years of experience. Demonstrates a history of meeting company goals and promoting best practices. Thrives under pressure and adapts to challenges with ingenuity and resilience. Enthusiastic with knowledge of resolving customer problems. Works to increase success through effective work strategies and customer service. A loyal employee with a solid understanding of training and mentoring employees. Dedicated team player, proactive and hands-on in task completion. Takes on challenging new roles harnessing interpersonal skills, collaboration, and problem-solving. Driven to deliver high-quality service and consistent results. Also Trained as a Mental Health First Aider, Fire Warden, and Charity organizer
Hi, I’m
Sharon Marie Ann Mancini
Lytham Saint Annes,Lancashire
Summary
Overview
22
years of professional experience
Work History
ATOSLytham St Annes, Lancashire
Senior Customer Service Representative
12.2002 - Current
Job overview
- Enhanced quality of work by ensuring proper balance of customer service and adherence to company policies and procedures within SLAs
- Improved customer experience by addressing customer concerns through effective communication and empathetic listening skills
- Maintained elevated levels of customer service across all platforms, including phone, email, and internal communications
- Managed over 50 customer calls per day, as well as administration duties.
- Continuous improvement was achieved by using training opportunities, including software and regulatory training
- Impeccable product knowledge and exceptional system knowledge when supervising tech support inquiries
- Often resolving complaints in four days or giving details to resolve them within ten days
- Constantly coached and mentored
- Revised internal procedure manuals
- Drove continuous improvement by harnessing training opportunities, including software and regulatory training
- Built and supported customer rapport, using strong communication skills to engage in effective conversations
- Remote & Hybrid working.
ATOSLytham St Annes, LAN
Mental Health First Aider
08.2015 - Current
Job overview
- First Point of contact for employees experiencing mental health issues or emotional distress.
- Provided those in need with compassionate, evidence-based mental health care while also signposting options to use.
- Adept to deal with emergencies as well, such as psychosis, and suicidal thoughts.
- Created mental health blogs for monthly newsletters.
- Held mental health information days each year on Mental Health Day.
- Promoted self-help and other types of support for signposting
- Supported colleagues by demonstrating respect and willingness to help.
- Developed plans and strategies to promote continuous improvement.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
Education
MHFA UKEdinburgh
QA Level 3 from Mental Health
08.2015
University Overview
Blackpool & Fylde CollegeSt Annes
LDC Entry 3 Modern Foreign Languages Stage 2 from ECDL Computers
05.2000
University Overview
Skills
- Customer relations and engagement, Complaint resolution
- Manage customer expectations while providing technical Support
- Strategic sales knowledge
- Business planning & Organisational Skills
- Superior communication skills
- Mental health first aider
- Mental health treatment planning
- Fire Warden
- Charity committee representative
- Microsoft Office
- Mental health assessments
- Mental health first aid
- Mental health support
- Mental health awareness
Work Exsperence
Work Exsperence
Junction 4 Productions
- Trustee of charity theatre, Props, stand age building establishment for all ages.
- Running the hire of props, stage scenery, rental rooms and costumes to the general public, theatre schools, dance schools & schools
- Collaborating as part of a team on the Committee, to the running of the establishment of what shows to put on each year between 2014 to 2022.
- Running show week with the team as well as being in the amiture Dramatics shows
- Due Diligence when working with and engaging with children and young adults due to safeguarding. (DBS certificate held)
- ·Executed a new database & back-office system with another committee member for the smooth running of administrative duties of hire & build.
- constantly think out of the box to entice all ages to join us with open days, charity days to raise money for the establishment and connecting within the Fylde area
Quote
The way to get started is to quit talking and begin doing.
Timeline
Mental Health First Aider
ATOS
08.2015 - Current
Senior Customer Service Representative
ATOS
12.2002 - Current
MHFA UK
QA Level 3 from Mental Health
Blackpool & Fylde College
LDC Entry 3 Modern Foreign Languages Stage 2 from ECDL Computers
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