Sommer Matthews
Customer Services Advisor
Liskeard ,cornwall
Summary
A professional with exceptional communication skills, adept at both written and spoken forms. Demonstrates resilience in high-stress situations, confidently analysing problems to generate and implement creative solutions efficiently. Proactive in identifying training needs within customer-focused environments, ensuring satisfaction and time efficiency. I thrive in both collaborative group settings and individual tasks, consistently sharing ideas and leading initiatives.
I Pride myself on strong communication and interpersonal skills, adept in handling customer inquiries and resolving issues. Demonstrate excellent ability to listen and empathize, ensuring customer satisfaction and retention. Committed to making meaningful difference in the workplace.
Overview
7
7
years of professional experience
2
2
years of post-secondary education
Work History
Customer services advisor
Capita Customer Management
04.2022 - Current
- Independently handle a large volumes of customer queries via telephone, ensuring clear communication, allowing for complex procedures to be undertaken virtually and arranging appointments when an engineer is required.
- Coordinate efficiently with other departments as well as members within my team for issue escalation, facilitating timely solutions, identifying areas of weakness and offering prompt solutions and therefore maintaining customer satisfaction.
- Maintain customer documentation for company records and actively update when required.
- Manage customer relationships by delivering a personalised service.
- Encourage add-on sales, i.e. extra insurance policies, upgrading customer software, during the process, maximising potential revenue.
- Assist team members and the wider business during peak hours and during seasonal promotions.
- Adhere strictly to policies and procedures for continued company compliance which in turn ensures the customer receives only the correct information.
- De-escalate disputes professionally, but when necessary guide customers effortlessly through official complaint channels, guaranteeing a timely resolution.
Support care worker
Bornel care ltd
Lifton, Cornwall
12.2020 - 04.2022
- Worked in both a group setting and 1-2-1 with clients of varying disabilities.
- Provided logistical support by transporting and supported clients to, from and during medical appointments or any other daily errands.
- Facilitated social outings, promoting community integration and mental wellbeing.
- Calmly managed outbursts or difficult behaviours from clients in public and private.
- Administered non urgent medication according to prescribed schedules.
- Supported and orchestrated client independence through encouragement and guidance, with varying activities dependent on abilities.
- Encourage progress by organising recreational activities where by the activity is tailored to the clients abilities for both group and individual activities.
- Documented clients daily routines and recording information to allow for visibility and transparency of care.
Care assistant
Gemcare Southwest
Plymouth, Cornwall
05.2020 - 12.2020
- Worked closely with registered nurses administering appropriate medication and maintaining the medical documentation to allow for a seamless flow of care.
- Followed strict plans tailored for each patient's health condition resulting in improved overall health status of our clients.
- Provided emotional as well as physical support to patients, improving mental wellbeing.
- Responded promptly to emergency situations, ensuring safety of all clients under my care.
- worked both independently and with team members within the healthcare field to deliver effective but also professional client care.
- Undertook all aspects of personal care, ensuring I acted in such a way to preserve the clients comfort and dignity.
- Maintained confidentiality and company compliance standards and undertook regular meetings and training opportunities as to not fall behind on the latest care practices.
- Submitted reports regarding the daily status of the client.
Nursery assistant
Pixieland
Plymouth, Cornwall
05.2018 - 05.2020
- Supported each child's development individually, recording milestone events and feeding this back to the wider team.
- Fostered positive relationships with parents for better understanding of the child's needs, thereby creating an environment of trust.
- Facilitated in outdoor activities, promoting physical health and enhancing social skills through organised events.
- Supported room leaders with daily routines for a smoother operation.
- Assisted in the preparation of meals and supervised daily events.
- Ensured quality childcare by following safety regulations strictly and underwent ongoing training to maintain the nurseries care standard.
Education
GCSEs - Maths
Saltash college
Saltash, Cornwall 09.2017 - 04.2018
GCSEs - English
Saltash college
Saltash, Cornwall 09.2017 - 04.2018
GCSEs - Environmental land based science
Saltash college
Saltash, Cornwall 09.2017 - 04.2018
Skills
- Efficient and coherent communication both in the written and spoken form
- A Resilience to high-stress situations, allowing for confidence in analysing the problem and then focusing on not just generating a creative solution, but applying this ability to carry out a calm and time-effective resolution
- Working in an environment where customer satisfaction and handling time efficiency are key drivers for businesses it is imperative for me to be proactive in identifying areas where I require further training, and independently undertaking
- Confident in sharing ideas and partaking or leading group situations but also thrive in individual tasks
Timeline
Customer services advisor
Capita Customer Management
04.2022 - Current
Support care worker
Bornel care ltd
12.2020 - 04.2022
Care assistant
Gemcare Southwest
05.2020 - 12.2020
Nursery assistant
Pixieland
05.2018 - 05.2020
GCSEs - Maths
Saltash college
09.2017 - 04.2018
GCSEs - English
Saltash college
09.2017 - 04.2018
GCSEs - Environmental land based science
Saltash college
09.2017 - 04.2018
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