Stacey Field
Peterlee,Durham
Summary
Service-focused customer relations team member experienced in handling high call volumes with impeccable phone manner. Skilled in documentation, time management and multitasking. I am a polite and professional person with strong communication. Experienced in resolving customer complaints within company guidelines and using own initiative. Implements customer follow-up to uphold service standards and guarantee customer satisfaction. I also have two years of being a Self-motivated Warehouse Operative.
Overview
16
16
years of professional experience
Work history
Warehouse Operative
Amazon
Coventry and Gateshead, Warwickshire
2019.04 - Current
- Receive packages and sort items into different locations for dispatch to other FC's (full filment centre).
- Completed work following safety rules for best working practices.
- Picked, packed and dispatched high-volume orders, consistently exceeding warehouse performance targets.
- Reported issues and damages to senior warehouse staff, enabling prompt, effective resolutions.
- Scanned cargo to keep track of freight movements.
- Used conveyor systems to move heavy items across internal spaces.
- Load and unload trailers safely, pull and relocate pallets around the warehouse
- Unblock and prevent jams on conveyers
- manual inject tote boxes on to the lines
- grade items for discount sales
- package items for return to vendor
- sort items via robots.
Customer Administrator
NHS POD Services
Nuneaton, Warwickshire
2018.09 - 2019.11
- Order repeat prescriptions for paitents and confirm dates for when the medication is next due.
- Chase lost prescriptionsand update pharmacies for holiday requests.
- Implemented customer follow up to uphold service standards.
- Applied conflict management to stressed and concerned customers.
- Followed scripts when answering common customer questions.
Customer Service Advisor
Teleperformance
Ashby - de - la- zouch, Leicestershire
2017.11 - 2018.01
- Answering inbound calls and providing quotes for annual train travl tickets
- Providing updates regarding delayed services
- Sending correspondences via post and email
- Raisng delay repayment claims and compensation.
- Logging lost property reports and booking assisted travel.
- De-escalated objections and disputes professionally to maintain customer satisfaction.
- Handled in-person, email and mailed correspondence.
- Followed scripts when answering common customer questions.
Customer Service Agent
Maid 2 Clean
Nuneaton, Warwickshire
2017.07 - 2017.11
- Making appointments for cleaners to meet potential clients
- Addressed and resolved customer complaints in line with company guidelines and within target timeframes.
- Returning missed calls and responding to voicemail messages and emails
- Collaborated well with other customer agents to deliver consistent service across various platforms.
- Acted as first point of contact for customer issues and queries.
- Answered incoming telephone calls from customers and detailed initial queries on Customer Relationship Management (CRM) system.
Customer Service Advisor / Driver
Tuffnells Parcels Express
Nuneaton, Warwickshire
2016.10 - 2017.07
- Loaded vehicles safely and efficiently, securing items to prevent damage for high-volume deliveries.
- Maximised vehicle performance by completing basic vehicle maintenance, including air pressure checks and oil changes.
- Communicated customer complaints, requests and feedback to company management for swift resolution.
- Drove company vehicles safely and legally across national pick-ups and deliveries, maintaining brand reputation.
- Answer inbound calls and mak outbound calls
- Respond to email enquirys and send daily reports
- Locate missing packages
- Raise compensation request
- Filing of manifest and POD (proof of delivery) notices
- Communicate with other depots
- Contacted customers ahead of parcel drop-offs, effectively confirming and coordinating delivery times.
Customer Service Advisor
First Utility
Coventry, Warwickshire
2014.11 - 2015.10
- Offered detailed advice on product and service benefits.
- Adhered strictly to policies and procedures for continued company compliance.
- Investigated customer queries and responded within defined SLAs.
- Followed up on unresolved customer issues to research and correct problems.
- Recorded and processed customer data accurately.
- Handled in-person, email and mailed correspondence.
- Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
- Followed scripts when answering common customer questions.
- Explain statements to customers and how billing is calculated
Customer Advisor
Rico Logistics
Coventry, Warwickshire
2012.08 - 2015.10
- Recorded and processed customer data accurately.
- Investigated customer queries and responded within defined SLAs.
- Oversaw training and mentoring of new team members, promoting productivity and quality service.
- Adhered strictly to policies and procedures for continued company compliance.
- Answered inbound calls and made outbound calls
- Sending daily reports to customers
- Investigating missing items
- Manual contingency in the warehouse
- Booking in of vehicle keys and scanners
- Closing of manifests
- Communicating with other depots regarding scanning of items
- Printing of welcome packs, dispatch labels, retunr labels and ID cards
Customer Service Advisor
TSYS
Coventry, Warwickshire
2011.05 - 2012.03
- Offered detailed advice on product and service benefits.
- Adhered strictly to policies and procedures for continued company compliance.
- Investigated customer queries and responded within defined SLAs.
- Helped new staff acclimate to customer service team and mentored on strategies for success.
- Employed active listening and product expertise to successfully resolve inbound queries.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Recorded and processed customer data accurately.
- Oversaw training and mentoring of new team members, promoting productivity and quality service.
- Followed scripts when answering common customer questions.
- Prepared necessary forms to complete transactions.
- Issue new cards and pin number and additional account holder
Customer Service Advisor
National Grid
Hinckley, Leicestershire
2007.08 - 2011.04
- Adhered strictly to policies and procedures for continued company compliance.
- Investigated customer queries and responded within defined SLAs.
- Employed active listening and product expertise to successfully resolve inbound queries.
- Followed up on unresolved customer issues to research and correct problems.
- Recorded and processed customer data accurately.
- Oversaw training and mentoring of new team members, promoting productivity and quality service.
- Followed scripts when answering common customer questions.
- Minicom trained for the hard of hearing
- Arrange meter exchange
- Advise of MPRN (meter point reference number)
- Advise of supplier of energy to the property
- Trained within 3 way communication with translator
- Dealing with outbound post
Education
NVQ Level 1 - Occupational studies for the workplace
NCFE
Nuneaton02.2020
NVQ Level 2 - Organisation managment techniques
NCFE
Nuneaton02.2020
NVQ Level 2 - Customer Service
OCR
Nuneaton08.2010
NVQ Level 2 - Business Administration
OCR
Nuneaton03.2007
GCSEs - Art, English Lang/Lit, Maths, German
Manor Park Comminty School
Nuneaton05.1996
Skills
- Palletizing
- Target driven
- Manual handling
- Self-motivated
- Shipping and receiving
- Computer skills
- Organised
- Communication Skills
- Good time keeping
- Able to work in teams as well on my own
Timeline
Warehouse Operative
Amazon
2019.04 - Current
Customer Administrator
NHS POD Services
2018.09 - 2019.11
Customer Service Advisor
Teleperformance
2017.11 - 2018.01
Customer Service Agent
Maid 2 Clean
2017.07 - 2017.11
Customer Service Advisor / Driver
Tuffnells Parcels Express
2016.10 - 2017.07
Customer Service Advisor
First Utility
2014.11 - 2015.10
Customer Advisor
Rico Logistics
2012.08 - 2015.10
Customer Service Advisor
TSYS
2011.05 - 2012.03
Customer Service Advisor
National Grid
2007.08 - 2011.04
NVQ Level 1 - Occupational studies for the workplace
NCFE
NVQ Level 2 - Organisation managment techniques
NCFE
NVQ Level 2 - Customer Service
OCR
NVQ Level 2 - Business Administration
OCR
GCSEs - Art, English Lang/Lit, Maths, German
Manor Park Comminty School