Shelley Maye
Thatcham,Berkshire
Summary
Hardworking and proactive individual committed to improving customer service, loyalty and satisfaction. Applies resourceful and logical thinking approach to problem-solving that resolves complex issues swiftly. Approachable communicator, confident in providing superior levels of customer care.
I have spent the majority of my working career in the corporate world. I took a change in direction, due to having children and worked around their schedule., I am now aiming to grow my personal career.
Overview
24
24
years of professional experience
2
2
years of post-secondary education
Work history
Inside Sales Specialist
Vodafone Business
London
01.2023 - Current
- Increased customer satisfaction by promptly addressing and resolving queries.
- Mastered product knowledge to advise clients on appropriate products effectively.
- Generated new leads, resulting in a wider client base.
- Developed rapport with potential clients through professional communication skills.
- Negotiated contracts with clients, leading to long-term business relationships.
- Initiated contact with prospective customers via email and phone calls successfully.
- Identified upselling opportunities within existing client accounts, maximising revenue potential and enhancing customer satisfaction.
- Acted as first point of contact for customer issues and queries.
- Facilitated smooth deliveries in line with customer requests.
Lead Welfare/Teaching Assistant
Kennet Secondary School
09.2019 - 12.2023
- Company Overview: Working in a mainstream secondary school
- Supporting children with disabilities with their educational needs
- Communicating with parents/carers to ensure day to day welfare/physio needs are maintained in school
- Working in a mainstream secondary school
- Liaised between teachers and parents, maintaining open lines of communication.
- Led small group sessions for enhanced focus on challenging topics.
- Participated in parent-teacher meetings to discuss student progress and potential improvements.
- Oversaw students during breaks to maintain safe environment.
- Provided safe, stimulating classroom environments to maximise student engagement and attainment.
- Offered students personalised support during in-class activities and projects.
- Supported teachers in managing challenging student behaviour, conducting progress meetings to provide feedback and recommend appropriate action.
Conference and events executive
Double Tree – Hilton Hotel Newbury North
01.2018 - 08.2019
- Arranging events/conference
- Arranging group events
- Hotel room bookings
- Telephone enquiries/email responses
- Invoicing
After School Club Administrator
Quackers Day Nursery
02.2017 - 01.2018
- Processing booking forms for parents
- Raising / processing invoices
- Invoicing queries
- Processing registers to send to 13 schools on a weekly basis
- Liaising with schools when new ad-hoc bookings arise, ensuring we have the correct staffing level
- Managing the inbox and resolving queries – example if a child is going home with another parent, liaising with the school office
- Supporting afterschool settings when short staffed at Chieveley and Hermitage School
- Supporting Nursery in baby room when short staffed
- Dealing with any difficult issues that may have arisen during the setting and discussing with parent/carer
National Service Manager
Vodafone Global Enterprise
09.2015 - 02.2017
- Provide effective and efficient support for Account Managers
- Being the first point of escalation contact for the customer, managing resolving any issues to a positive close
- Delivering sales and role out of products to global customers
- Preparing administration packs and running service reviews
- Managing all service aspects on the account
Internal Sales/Account Management Support
Vcomm Limited
03.2013 - 02.2014
- Working as part of a virtual team to the customer facing account manager, running the day to day administration requests for customers and sales while the account manager is in the field
- Provide effective and efficient support for Account Managers
- Processing customer orders
- Being the first point of escalation contact for the customer, managing resolving any issues to a positive close
- Processing orders, checking stock
- Managing stock levels
- End of day reports
- Orders, stock
- Daily activity
- Returns of faulty equipment
- Sending new stock where appropriate
International Account Manager
Vodafone UK
08.2007 - 03.2013
- Working as part of a virtual team for our customers, meeting reporting requirements, and resolving issues, this can be face to face, or over the phone
- Developing the International relationship with the customer
- Demonstrate helping other team members with processes and successful techniques
- Maintain up-to-date and accurate account plans (e.g
- Global project plans and SLA reports), including all supporting and related documentation, in the required format
- Supporting local country account managers in migrating the customers base on to Vodafone, to ensure no problems arise
- Forecasting and managing pipeline back to the business
- Acting as the single point of escalation for the customer with all country related issues
Sales Operations Support Co-ordinator
Vodafone UK
12.2005 - 08.2007
- Provide effective and efficient support for Sector Head, Sector Managers & Account Managers
- Booking of accommodation, flights, hire cards, parking
- Organising meetings, agendas, meeting rooms and catering requirement
- Proactively manage diary & Outlook in-boxes for Sector Head / Sector Managers
Key and strategic Accounts Advisor
Vodafone Corporate Limited
04.2002 - 12.2005
- Working as part of a team overseeing the Service & Media sector of key and strategic accounts e.g
- WPP & Marks & Spencer’s
- Providing support to Account Managers ensuring the smooth running of the accounts the last sector that I looked after was the own phones account for Vodafone employees
- Developing and enhancing customer relationships and to attend customer meetings
- To resolve all queries in a professional and prompt manner whilst delivering the highest level of customer service
- To follow each query through to resolution, working in a logical and organised manner
- To provide support, advise and coaching to other team members
- To maintain departmental standards and work towards achieving company goals
- Generate reports to meet customer and account manager requirements on a regular basis
Co-ordinator
Vodafone Pay as you talk
10.2000 - 03.2001
- I worked at Vodafone Pay As You Talk through Brook Street Job Agency in Newbury, Berks
- My role at pay as you talk involved general aspects of customer service to satisfy customer queries
- This included dealing with customers over the telephone, answering a variety of questions regarding the Vodafone network, handsets operation, switching networks and assigning new customer accounts
- Working In a team to advise retailers of any queries regarding company service
Education
GCSE’S - Maths, English, English Literature, Science, History, Religious Education, Child Development
The Downs School
Compton, Berkshire 01.1993 - 01.1995
Level 3 - Higher Level Teaching Assistant, Diploma
Maths/English Functional Skills Level 2 - undefined
Insight Programme - undefined
Vodafone
Vodafone Way Of Selling - Accreditation
Vodafone
Skills
- Sales negotiation
- Customer communications
- Personable telephone manner
- Customer rapport building
- Practical problem solver
- Expert communicator
- Service knowledge
Timeline
Inside Sales Specialist
Vodafone Business
01.2023 - Current
Lead Welfare/Teaching Assistant
Kennet Secondary School
09.2019 - 12.2023
Conference and events executive
Double Tree – Hilton Hotel Newbury North
01.2018 - 08.2019
After School Club Administrator
Quackers Day Nursery
02.2017 - 01.2018
National Service Manager
Vodafone Global Enterprise
09.2015 - 02.2017
Internal Sales/Account Management Support
Vcomm Limited
03.2013 - 02.2014
International Account Manager
Vodafone UK
08.2007 - 03.2013
Sales Operations Support Co-ordinator
Vodafone UK
12.2005 - 08.2007
Key and strategic Accounts Advisor
Vodafone Corporate Limited
04.2002 - 12.2005
Co-ordinator
Vodafone Pay as you talk
10.2000 - 03.2001
GCSE’S - Maths, English, English Literature, Science, History, Religious Education, Child Development
The Downs School
01.1993 - 01.1995
Level 3 - Higher Level Teaching Assistant, Diploma
Maths/English Functional Skills Level 2 - undefined
Insight Programme - undefined
Vodafone
Vodafone Way Of Selling - Accreditation
Vodafone
Similar Profiles
AHMED MAKSOUDAHMED MAKSOUD
Process Re-engineering & Governance SR. Specialist at Vodafone BusinessProcess Re-engineering & Governance SR. Specialist at Vodafone Business
Nicoleta Luminita LuchiciNicoleta Luminita Luchici
Senior Account Coordinator at Vodafone BusinessSenior Account Coordinator at Vodafone Business
ROBERTO DE LEON JRROBERTO DE LEON JR
TECHNICAL CONSULTANT at VODAFONE BUSINESSTECHNICAL CONSULTANT at VODAFONE BUSINESS
Motaz A. MannaaMotaz A. Mannaa
IoT Solutions' Product Marketing Manager at Vodafone BusinessIoT Solutions' Product Marketing Manager at Vodafone Business
Nicholas PalfreyNicholas Palfrey
Supermarket Shop Assistant at Waitrose & PartnersSupermarket Shop Assistant at Waitrose & Partners