Sophie Smith
Telford,Shropshire
Summary
I am a dedicated, hardworking individual, self-motivated worker and I strive to achieve the very best in my work. I have excellent time management skills via using time management techniques and I can work well under pressure. I have excellent knowledge of the customer service industry as I have worked within the customer service industry for +7 years. I have worked in management, managing the day-to-day in a leisure facility and also managing & training team. I have also worked in sales in a leisure facility hitting memberships sales targets and KPI's – Key performance indicators.
Overview
10
10
years of professional experience
2
2
years of post-secondary education
Work history
Client account handler
1st choice Insurance
Shrewsbury, Shropshire
04.2025 - Current
- Resolved customer queries and complaints to improve service quality.
- Managed client accounts with accurate, timely updates.
- Communicated effectively with insurance companies on clients' behalf.
- Handled sensitive customer information with discretion to maintain trust.
- Conducted audits on policy files for compliance with regulations.
- Facilitated communication between underwriters and clients for swift claim settlements.
- Maintained exceptional service levels through meticulous administrative tasks.
- Performed administrative duties, including client communications and document processing.
Leisure Facility Duty Manager
Nuffield Health
01.2023 - 04.2025
- Managing the day-to-day of the leisure facility ensuring safety at all times
- Opening and closing the building completing procedures.
- Cashing up tills
- Pool plant operations ensuring safety chlorine & PH levels are safe
- Managing team members
- Completing administrative tasks such as photocopying, filing, faxing and emailing
- Responded to customer concerns and complaints by providing friendly, knowledgeable support and maintaining composure and professionalism.
- Toured, phoned and emailed prospects who may join the club.
- Proactively contacted prospective customers to increase sales.
- Signing members up and putting information into systems.
- Hitting sales targets and KPI's
- Conducted in-depth client profiling using targeted questioning to identify individualized needs, provide advice and close sales.
- Maintained expert product knowledge for persuasive, reliable customer guidance.
Receptionist
Nuffield Health
10.2017 - 01.2023
- Managed multiple phone lines and answered incoming calls in a timely and efficient manor ensuring all enquires are handled appropriately.
- Filed and maintained records and documents, ensuring their accuracy and confidentiality
- First point of contact for all members and guests greeting them with a welcoming, friendly and helpful manor making them feel valued giving excellent customer service at all times.
- Completing administrative tasks such as photocopying, filing, faxing and emailing
- Maintaining organized and tidy reception area
- Helping serving on café when needed
- Processing payments
- Training new team on reception
- Managed bookings using Booker software to schedule, cancel and re-arrange appointments.
Barista
Aroma Cafe
04.2016 - 09.2017
- Making beverages for customer's coffees, frappe's, teas etc.
- Serving customers at the till and tables making them feel welcomed and valued
- Clearing and cleaning tables keeping a clean, professional and safe environment at all times
- Cooking and cleaning kitchen apparatus ensuring food safety policies are followed at all times.
- Completing stock checks and producing orders
- Putting away deliveries making sure stock is put in correct places
- Maintained clean, organized café workspaces, enabling co-workers to readily locate required supplies.
- Trained new team members with positive reinforcement and respectful, motivational coaching.
- Maintained good food and drink stock levels to meet customer demand whilst limiting waste.
Hairdressing Apprentice
Simply perfect
09.2015 - 04.2016
- Meeting and greeting clients creating a welcoming environment
- Preparing clients for treatments includes gowning clients and shampooing & conditioning clients.
- Offering clients refreshments during their visit
- Ensuring hairdressing equipment and tools are clean and in good condition to ensure a safe and efficient working environment.
- Carried out regular sweeping and mopping to maintain immaculate salon cleanliness, keeping the salon tidy and clean throughout the day.
Education
Managing pool operations level 3
Institute of Swimming
06.2022 - 10.2022
First aid at work level 3
Nuffield Health
10.2021 - 10.2021
Functional skills Math's level 2
Lifetime training
10.2022 - 10.2022
Functional skills English level 2
County training
09.2016 - 09.2016
Leisure Duty Manager level 3
Lifetime Training
08.2021 - 03.2023
Skills
- Administration skills
- Customer service skills
- Communication skills
- Organizational skills
- Leadership skills
- Pool plant operations
- Work well under pressure
- Hit targets and KPI's
- Good knowledge of Microsoft tools Word Excel, outlook
- First aid and CPR
- Staff Management
- Team Leadership
- Decision making
Timeline
Client account handler
1st choice Insurance
04.2025 - Current
Leisure Facility Duty Manager
Nuffield Health
01.2023 - 04.2025
Functional skills Math's level 2
Lifetime training
10.2022 - 10.2022
Managing pool operations level 3
Institute of Swimming
06.2022 - 10.2022
First aid at work level 3
Nuffield Health
10.2021 - 10.2021
Leisure Duty Manager level 3
Lifetime Training
08.2021 - 03.2023
Receptionist
Nuffield Health
10.2017 - 01.2023
Functional skills English level 2
County training
09.2016 - 09.2016
Barista
Aroma Cafe
04.2016 - 09.2017
Hairdressing Apprentice
Simply perfect
09.2015 - 04.2016
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