SOPHIE WARD
Bradford,West Yorkshire
Summary
Resilient problem-solver with strong communication and conflict resolution skills, paired with customer-focused approach. Adept in managing difficult conversations and navigating complex issues to deliver satisfactory outcomes. Committed to continuous improvement in all professional endeavours.
Overview
11
11
years of professional experience
Work history
Senior Complaints Handler
Moneybarn
06.2022 - 02.2026
- Fostered customer trust and loyalty by communicating complaint status transparently, resolving issues reported within stipulated timelines and soliciting feedback for service delivery improvement.
- Assessed costs from product damage or service failure and provided appropriate redress or remedial action, effectively resolving customer complaints.
- Acknowledged and responded to customers' concerns within set SLAs for compliance with company standards.
- Analysed complex issues from frontline advisors through client callbacks and call listening to identify effective solutions.
- Quickly learned and applied ew skills to daily tasks, improving efficiency and productivity.
- Managed difficult conversations with empathy, tact and understanding at all times.
- Assisted and provided support to vulnerable customers.
Customer Service Advisor
Concentrix-First Direct
01.2022 - 05.2022
- Resolved customer service enquiries promptly and accurately.
- Oversaw customer account enquiries, providing accurate information to resolve service complaints and enhance customer satisfaction.
- Utilised knowledge of company policies to escalate critical issues and monitor queries, ensuring adherence to best practices.
- Responded to difficult situations calmly, gained trust of aggrieved customers.
- Handled high volume of calls daily for faster issue resolution.
- Strengthened client relationships with clear communication and problem-solving skills.
Customer Service Advisor
Kensington Mortgages
11.2021 - 11.2021
- Delivered friendly, attentive service by promptly responding to customer enquiries and efficiently processing requests.
- Built rapport with clients through empathetic handling of concerns.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Utilised knowledge of company policies to escalate critical issues and monitor queries according to best practices.
- Recorded customer communications to maintain proper documentation.
Customer Service Advisor
Vanquis Bank
11.2019 - 10.2021
- Resolved customer queries via phone and email, delivering timely solutions to enhance customer experience.
- Oversaw customer account enquiries, providing accurate information to resolve service complaints and enhance customer satisfaction.
- 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.
- Employed knowledge of latest company policies, escalating critical issues and monitoring queries in line with best practices.
- Handled card payment transactions efficiently at point of sale.
- Entered customer details and call notes into internal database for accurate records.
- Upheld privacy and security requirements established by national legislation.
Complaint handler
Provident Personal Credit Ltd
10.2019 - 11.2019
- Acknowledged and responded to customer concerns within set SLAs, ensuring compliance with company standards and maintaining service quality.
- Engaged customers to clarify issues, gather information, and follow up on service delivery to enhance customer satisfaction.
- Examined complex issues raised by frontline advisors through client callbacks and call listening to identify actionable solutions.
- Developed solutions for complex cases, improving overall service quality.
- Escalated serious cases to higher management for immediate action.
Customer Service Advisor
Vanquis Bank Ltd
03.2018 - 09.2019
- Provided friendly, attentive service by promptly responding to customer enquiries and processing order requests.
- Oversaw customer account inquiries, accurately resolving service complaints to ensure high levels of customer satisfaction.
- Utilised knowledge of latest company policies to escalate critical issues and monitor queries, enhancing service delivery.
- Recorded customer information, call notes and personal data onto internal database, maintaining accurate and organised records.
- Executed card payment transactions at point of sale.
Bartender
Rumshack
08.2016 - 03.2018
- Consulted with customers to determine drink and taste preferences, making appropriate recommendations to guarantee customer satisfaction.
- Recommended products based on customer preferences and food pairings, enhancing dining experience during special promotions.
- Received orders from wait staff and delivered beverages to guests.
- Processed cash, credit card and voucher payments efficiently to expedite service and enhance customer satisfaction.
- Verified customer ages to ensure compliance with legal drinking age and responsibly discontinued service to intoxicated guests.
- Upheld high standard of cleanliness in all work areas to comply with health and safety regulations.
- Maintained brand image by keeping neat personal appearance.
Sales assistant
Melvyn Davis
12.2014 - 12.2015
- Processed cash and card payments during busy shopping periods to minimise customer waiting times.
- Maintained, clean, presentable and stunning product displays by conducting routine visual merchandising tasks and deep cleans.
- Cultivated excellent customer relationships by providing helpful, friendly and attentive service.
- Received, processed and organised deliveries.
- Liaised with potential customers to determine needs and provide recommendations.
- Performed closing duties such as cleaning windows and floors, securing shop premises and cashing-up tills.
Education
Titus Salt School
Shipley, BradfordSkills
- Query resolution
- Professional telephone demeanour
- Efficiency
- Prioritisation
- Positive attitude
- Fast learner
- Empathetic listening
- Resilience under pressure
- Attention to detail
- Teamwork attitude
- Effective communication
Timeline
Senior Complaints Handler
Moneybarn
06.2022 - 02.2026
Customer Service Advisor
Concentrix-First Direct
01.2022 - 05.2022
Customer Service Advisor
Kensington Mortgages
11.2021 - 11.2021
Customer Service Advisor
Vanquis Bank
11.2019 - 10.2021
Complaint handler
Provident Personal Credit Ltd
10.2019 - 11.2019
Customer Service Advisor
Vanquis Bank Ltd
03.2018 - 09.2019
Bartender
Rumshack
08.2016 - 03.2018
Sales assistant
Melvyn Davis
12.2014 - 12.2015
Titus Salt School