Siobhan Mcmahon
Doncaster,South Yorkshire
Summary
Accomplished Customer Service Advisor with extensive experience in delivering outstanding customer service and resolving complex issues efficiently. Demonstrates exceptional communication skills, problem-solving abilities, and a strong customer service orientation. Proven track record in complaint handling, data protection compliance, and team collaboration across various roles at Capita Customer Management, BT, XPO Logistics, and S&D Recruitment. Adept at managing customer interactions through multiple channels including phone, email, and live chat while maintaining high levels of satisfaction. Career goal: to leverage expertise in customer care to enhance organisational reputation and drive customer loyalty.
Overview
16
16
years of professional experience
Work History
Customer Service Advisor
Capita Customer Management
Rotherham, South Yorkshire
03.2018 - 12.2025
- Delivered excellent customer service at all times by proactively going the extra mile to solve and answer customer queries.
- Addressed customer service enquires quickly and accurately.
- Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
- Maximised customer satisfaction by resolving service issues promptly.
- Resolved customer queries over phone and by email.
- Dealt with inbound and outbound calls, managing matters including complaints, queries and orders.
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Maintained an extensive knowledge of company's product and service range to effectively answer customer queries.
- Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
- Assisted customers with product-related questions, feedback and complaints.
- Used excellent empathy, friendliness and helpful skills to help the customers solve product range problems.
- Maintained up-to-date knowledge of product offerings, promotions, and policies.
- Input customer information, call notes and personal data onto internal database.
- Collaborated with team members to meet or exceed customer service targets and objectives.
- Used different communication channels, including live chat, email, text and phone to communicate and help customers with various needs.
- Assisted customers with important purchasing choices, identifying needs and employing product expertise to make appropriate suggestions.
- Built rapport with customers through courteous and professional communications.
- Managed incoming calls and customer service inquiries, delivering high-quality service and support.
- Resolved customer complaints efficiently, fostering trust and enhancing company reputation.
- Processed customer orders, payments, and returns, maintaining accurate records in company database.
- Assisted customers in navigating company websites and online services, enhancing user experience.
- Handled confidential and sensitive data with discretion, reducing risk of fraud and theft.
- Trained and mentored customer service team in service standards, loyalty programs and sales techniques.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
- Used effective selling, upselling and negotiation skills to increase order value with customer purchases.
- Assisted customers with the decision making of purchasing goods by conducting consultations to determine needs and make suggestions based on these.
- Assisted in fulfilment of customer orders placed in person, via email, online and by telephone.
- Employed knowledge of latest company policies, escalating critical issues and monitoring queries in line with best practices.
- Attended regular training to maintain up to date on company phone procedures and customer service best practices.
- Provided customers with product and service information, aiding in informed decision-making.
- Adapted communication style to suit diverse customer needs, improving engagement and satisfaction.
- Participated in workshops and training to stay current with customer service trends and techniques.
- Supported customer satisfaction, addressing escalated complaints with diplomacy and acknowledgment.
- Trained new staff on customer service policies and procedures, promoting a consistent service standard.
- Made customers aware of all packages and retail options available by proactively communicating these throughout calls for upselling purposes.
- Conducted outbound calls for customer satisfaction follow-ups and to gather feedback.
- Liaised with other departments to address customer needs, ensuring seamless service delivery.
BT Customer Service Advisor
BT
Doncaster, South Yorkshire
01.2015 - 03.2018
- Delivered excellent customer service at all times by proactively going the extra mile to solve and answer customer queries.
- Addressed customer service enquires quickly and accurately.
- Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
- Maximised customer satisfaction by resolving service issues promptly.
- Resolved customer queries over phone and by email.
- Dealt with inbound and outbound calls, managing matters including complaints, queries and orders.
- Maintained an extensive knowledge of company's product and service range to effectively answer customer queries.
- Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
- Maintained up-to-date knowledge of product offerings, promotions, and policies.
- Used excellent empathy, friendliness and helpful skills to help the customers solve product range problems.
- Provided friendly, attentive service by promptly responding to customer enquiries and processing order requests.
- Established warm and friendly rapport whilst interacting with customers by phone, email and on live chat.
- Input customer information, call notes and personal data onto internal database.
- Built rapport with customers through courteous and professional communications.
- Assisted customers with important purchasing choices, identifying needs and employing product expertise to make appropriate suggestions.
- Resolved customer complaints efficiently, fostering trust and enhancing company reputation.
- Assisted customers in navigating company websites and online services, enhancing user experience.
- Maintained outstanding and positive relationships with customers to ensure loyalty, word-of-mouth recommendations and repeat orders.
- Processed customer orders, payments, and returns, maintaining accurate records in company database.
- Maintained accurate records of customer interactions, detailing inquiries, comments, and resolutions for future reference.
- Trained and mentored customer service team in service standards, loyalty programs and sales techniques.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
- Used effective selling, upselling and negotiation skills to increase order value with customer purchases.
- Assisted customers with the decision making of purchasing goods by conducting consultations to determine needs and make suggestions based on these.
- Assisted in fulfilment of customer orders placed in person, via email, online and by telephone.
- Employed knowledge of latest company policies, escalating critical issues and monitoring queries in line with best practices.
- Adapted communication style to suit diverse customer needs, improving engagement and satisfaction.
- Attended regular training to maintain up to date on company phone procedures and customer service best practices.
- Supported customer satisfaction, addressing escalated complaints with diplomacy and acknowledgment.
- Trained new staff on customer service policies and procedures, promoting a consistent service standard.
Picker and Packer and QA
XPO Logistics
Goole, South Yorkshire
01.2012 - 01.2014
- Packed and labelled products securely for dispatch, adhering to strict packaging guidelines and standards.
- Checked product quality frequently, reporting problems to supervisor.
- Exceeded targets by quickly and accurately preparing orders.
- Checked all items for damage or faults before packing to minimise customer returns.
- Maintained a clean and organised work area, facilitating easier access to products and improving workflow.
- Safely operated packing, wrapping, bubble wrap and strapping machines when packaging parcels.
- Kept warehouse and work areas clean, tidy and hazard-free to maintain safe working environment.
- Operated hand-held scanners to efficiently locate items in the warehouse, speeding up the picking process.
- Handled fragile items with care during the picking and packing process, using appropriate materials for protection.
- Accurately picked customer orders from warehouse stock, maintaining high accuracy levels to minimise errors.
- Weighed and labelled completed orders accurately for correct shipping.
- Followed health and safety protocols diligently, reducing the risk of accidents in the warehouse environment.
- Labelled and packed [Number] items daily while ensuring maximum accuracy.
- Ensured smooth warehouse operation by keeping flexible to offer assistance with multiple tasks.
- Ensured orders were packed correctly, minimising errors by [Number]%.
- Managed returns process, inspecting and sorting returned items for restocking or disposal according to company policy.
- Monitored stock levels of packing supplies, placing orders in advance to avoid shortages and delays.
- Conducted regular stock checks, updating inventory records to reflect current stock levels accurately.
- Adapted to varying workload demands, demonstrating flexibility and resilience in peak seasons.
- Created balanced, stable and organised stacks of goods inside warehouse.
- Followed written instructions meticulously, packing orders within [Number] minutes.
- Provided training and guidance to new staff, sharing knowledge and best practices to uphold team performance standards.
- Participated in regular training sessions to stay updated on best practices and new warehouse technologies.
- Loaded and unloaded trucks and lorries to assist in restocking warehouse.
- Stayed within safety guidelines when handling cargo and working in hazardous environments.
- Responded promptly to pick tickets, prioritising orders according to delivery schedules for optimal efficiency.
- Coordinated with the dispatch team to schedule shipments, helping to achieve on-time deliveries to customers.
- Processed incoming supplies into internal administration system.
- Identified discrepancies between inventory records and actual stock, taking immediate action to rectify errors.
- Read and followed work tickets governing movements of different categories of goods.
- Kept accurate and complete records of all stock and supplies that went through warehouse.
- Implemented cost-saving measures in packaging procedures, reducing material waste and saving on expenses.
Customer Liaison Officer
S&D Recruitment
Goole , East Yrokshire
01.2010 - 02.2012
- Maximised customer satisfaction by resolving service issues promptly.
- Assisted customers with product-related questions, feedback and complaints.
- Advised executives regarding public relations implications of policies, practices and programmes.
- Coordinated emergency response efforts during critical incidents, ensuring timely and effective resolution.
- Managed sensitive and confidential information with discretion, upholding privacy and security standards.
- Acted as primary point of contact between multiple departments, facilitating effective communication and collaboration.
- Delivered presentations and briefings to senior management, summarising findings and recommending courses of action.
- Planned and organised strategic campaigns for local businesses.
- Prepared detailed reports and documentation for executive review, highlighting achievements and challenges.
- Gathered feedback from service users and stakeholders, using information to enhance service delivery.
- Conducted regular reviews of internal processes, identifying areas for improvement and implementing changes.
Education
NVQ Level 5 - Level 5 Advanced Certificate in Cyber Security
Learn Direct Ltd
Doncaster2027
NVQ Level 3 - PA course and Business Administration
York Business College
York2002
GCSEs - GCSEs
Fulfils Comprehensive School
York1990
Skills
- Customer service
- Problem resolution
- Communication skills
- Team collaboration
- Complaint handling
- Data protection compliance
- Time management
- Problem-solving
- Outstanding customer service
- Calmness under pressure
- Call centre experience
- Pressure handling
- Problem solver
- Customer service expert
- Multitasking efficiency
- Basic computer knowledge
- Creative problem solving
- Strong customer service orientation
- Email management
- Customer care
- Database administration
- Written and verbal communication skills
- Empathy understanding
- Active listening
- Microsoft Office
- Adaptive team player
- Telephone skills
- Customer experience
- Upselling
- Data entry accuracy
- Call centre operations
- Payment Processing
- Customer data management
- Professional telephone demeanour
- Energetic work ethic
- Good telephone manner
- Email administration
- Telephone etiquettes
- Customer complaint management
- Assertiveness
- Complaint resolution
- Cash handling
- Exceptional communication
Hobbies
- Keeping fit
- walking and hiking
- travelling
- DIY
- Gardening
Timeline
Customer Service Advisor
Capita Customer Management
03.2018 - 12.2025
BT Customer Service Advisor
BT
01.2015 - 03.2018
Picker and Packer and QA
XPO Logistics
01.2012 - 01.2014
Customer Liaison Officer
S&D Recruitment
01.2010 - 02.2012
NVQ Level 5 - Level 5 Advanced Certificate in Cyber Security
Learn Direct Ltd
NVQ Level 3 - PA course and Business Administration
York Business College
GCSEs - GCSEs
Fulfils Comprehensive School