SILVIA PAOLELLI
Wellingborough
Summary
Customer Representative delivering professional, customer-focused support in a regulated banking environment. Resolves diverse banking enquiries by identifying customer needs and providing tailored solutions. Collaborates effectively with colleagues to enhance service delivery and maintains high standards of confidentiality and accuracy.
Overview
2
2
Languages
20
20
years of professional experience
Work History
Customer Representative
Nationwide Building Society
01.2024 - Current
- Provide professional, customer-focused support within a regulated banking environment.
- Handled diverse banking enquiries, identified customer needs and provided tailored support.
- Investigated and resolved customer issues, escalating matters when needed to ensure timely resolution.
- Listen carefully to customers, ask relevant questions and communicate information clearly.
- Work accurately while managing competing priorities and maintaining high customer-service standards.
- Adapt communication and support to different customer circumstances and needs.
- Collaborated with colleagues and teams to efficiently resolve customer enquiries and enhance service delivery.
- Follow company policies, procedures and regulatory requirements when supporting customers.
- Handle confidential personal and financial information with accuracy and discretion.
- Use multiple internal systems to access, update and maintain accurate customer information.
- Identify potential issues and take appropriate action in line with procedures.
Client Services Administrator
Excelsior BSS
Wellingborough
07.2024 - 09.2024
- Managed client accounts, addressing enquiries and resolving issues to enhance customer satisfaction.
- Responded to client enquiries and resolved issues to ensure client satisfaction.
- Supported client onboarding and ongoing client requirements.
- Work with internal teams to resolve client issues.
- Handle escalations in accordance with company procedures.
- Maintain accurate client records and documentation.
- Identified process improvements to enhance overall client experience.
- Kept detailed records of customer interactions for future reference.
Picker / Despatch Colleague
B&M Distribution Centre
Wixams
01.2020 - 01.2024
- Processed orders with precision using digital scanning systems to ensure timely fulfilment.
- Managed inventory to maintain strict accuracy and productivity standards, supporting seamless operations.
- Collaborated effectively within a busy team environment to enhance overall workflow.
- Followed company procedures and safety requirements.
- Completed Fire Marshall training, ensuring compliance with safety protocols and procedures.
Customer Service Assistant
Baker Ross
01.2017 - 01.2018
- Provided friendly, attentive service by promptly responding to customer enquiries and processing order requests.
- Provided accurate product information and resolved customer issues to enhance satisfaction.
- Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
- Handled customer enquiries, complaints, and transactions, ensuring smooth returns and exchanges.
- Organised and replenished inventory on sales floor to ensure product availability.
Additional Customer Service & Supervisory Experience
Costa Coffee; Caffè Nero; Giambrone; The Crown; Halsey's Deli
01.2015 - 01.2020
- Gained expertise in customer service, cash handling, complaint resolution, team support, training, and daily operations to enhance service delivery.
- Addressed customer complaints using effective communication and solutions.
- Worked with team members in various projects to meet specific goals.
- Ensured cleanliness and safety of work areas to prevent accidents.
Administration / Sales / Customer Service Assistant
OsmoTech
01.2007 - 01.2015
- Handled customer enquiries, sales orders, payments, and returns to ensure smooth transaction processes.
- Provided technical support and resolved customer issues.
- Updated customer and inventory records and prepared documentation to maintain accurate data.
- Coordinated communication between suppliers and sales teams to enhance operational efficiency.
Education
ITE AFM Giuseppe Colasanti
Civita CastellanaSkills
- Customer support and service
- Customer relationship management
- Complaint resolution
- Conflict resolution
- Problem solving
- Technical support proficiency
- Escalation management
- Attention to detail
- Record management
- Data management
- Digital systems proficiency
- Microsoft Office expertise
- Process improvement
- Team collaboration
- Independent working skills
- Telephone and written communication
- Active listening
- Time management
- Adaptability and flexibility
- Positive attitude
- Cash handling expertise
- Customer follow-up
Languages
Italian
First Language
English
Advanced
C1
Timeline
Client Services Administrator
Excelsior BSS
07.2024 - 09.2024
Customer Representative
Nationwide Building Society
01.2024 - Current
Picker / Despatch Colleague
B&M Distribution Centre
01.2020 - 01.2024
Customer Service Assistant
Baker Ross
01.2017 - 01.2018
Additional Customer Service & Supervisory Experience
Costa Coffee; Caffè Nero; Giambrone; The Crown; Halsey's Deli
01.2015 - 01.2020
Administration / Sales / Customer Service Assistant
OsmoTech
01.2007 - 01.2015
ITE AFM Giuseppe Colasanti