Sophia Lace
Lowestoft,Suffolk
Summary
Reliable, punctual team member with experience delivering quality results in fast paced environments. Collaborates and communicates for excellent team performance. Completing tasks accurately and quickly, meeting excellent customer service.
Calm under pressure and driven to help, Skilled in handling high-stress situations and maintaining composure while providing clear and concise information.
Overview
3
3
years of professional experience
Work History
Emergency call handler
Careline365
Norwich, Norfolk
07.2024 - Current
- Maintained high level of accuracy to provide correct information.
- Dealt with emergency calls, ensured timely help dispatch.
- Enhanced caller experience through empathetic communication approach.
- Utilised computer systems proficiently, ensured accurate data entry.
- Handled high-pressure scenarios competently, provided excellent service under stress.
- Processed large volumes of calls daily whilst maintaining composure and professionalism.
- Supported callers through trauma, including accidents and death.
- Employed typing speed and accuracy to generate notes while speaking to callers.
- Followed up on queries within agreed timeframes to provide detailed response.
- Used calm phone manner to develop rapport and extract as much information as possible.
Crew trainer
Mcdonalds
Lowestoft
07.2021 - 07.2024
- Maintained excellent customer satisfaction by providing friendly, attentive and polite service.
- Took customer orders quickly and accurately, reducing customer wait times.
- Assisted kitchen staff in preparing food during peak trading periods.
- Assisted in the cleaning of tables, chairs and restaurant floors, especially during busy restaurant periods.
- Maintained excellent customer relationships by delivering outstanding customer service and preparing food on time.
- Completed a variety of customer orders under tight deadlines and without supervision.
- Assisted with close-down duties, including sanitising restaurant, counting waste products and rubbish disposal.
- Kept calm, professional and efficient during busy takeaway periods.
- Assisted drive-through operations by taking orders, processing payments and packing food for take-away.
- Helped team members solve customer complaints efficiently and effectively, providing appropriate solutions for continued customer satisfaction.
- Handled customer complaints professionally and politely, offering smart solutions or referring to supervisors for support.
- Used excellent and efficient multitasking skills to complete tasks within set timeframe.
Education
Lowestoft College
Lowestoft, SFKSir John Leman High School
Beccles, SFKSkills
- Excellent customer service
- Customer complaint management
- Team player
- Inbound and outbound call handling
- The ability to remain calm under pressure
- Emergency response
Timeline
Emergency call handler
Careline365
07.2024 - Current
Crew trainer
Mcdonalds
07.2021 - 07.2024
Lowestoft College
Sir John Leman High School
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