Stephanie Hawley
Leeds,West Yorkshire
Summary
Friendly and efficient customer service team member devoted to maximising customer satisfaction with exceptional service and support. Knowledgeable about industry standards with strong skill in retaining product and service information to provide effective issue resolution. Skilled in promoting sales to increase revenue while addressing diverse issues.
Overview
3
3
years of professional experience
Work History
Customer Coordinator
Scope Charity Shop
Leeds, West Yorkshire
2024.09 - Current
- Deal with initial referrals/enquiries to the service.
- Allocate eligible customers to advisers according to agreed criteria, current caseloads and any adviser specialisms.
- Answer any straightforward queries or signpost customers to other provision if appropriate.
- Undertake a preparatory session with those customers who are not confident about using online tools as required by the service.
- Organise Team Meetings and other events as required by the Service Management.
- Provide general administrative support to the wider Service Team
- Support Team Management by keeping rotas and adviser information/dairies up to date.
- Prepare reports on volumes and trends using spreadsheets and dashboards
- Have excellent communication skills, strong organisational skills and experience in a customer facing role.
- Be flexible to new situations, be active in extracting learnings in terms of what works and what needs to change over time.
- Be focussed: Ability to work independently as well as part of a team.
- Excellent working knowledge of IT including Microsoft 365. Must be able to use email and the internet and be proficient in the use of digital applications to support our customer journey.
- Must be able to produce reports from data using Excel and also from CRM.
Advisor for Children and Families services
Scope
Leeds, West Yorkshire
2023.05 - 2024.09
- Supported development of inclusive practices for children in play, leisure, and childcare settings.
- Facilitated communication with parents of disabled children and those with complex needs.
- Demonstrated lived experience of disability, enhancing understanding of Early Help frameworks.
- Collaborated across multiple agencies to improve service delivery and support.
- Maintained knowledge of childcare, sport, and leisure facilities in Leeds for disabled children.
- Utilized excellent verbal and written communication skills to convey important information.
- Exhibited effective organizational skills while managing conflicting priorities under pressure.
- Leveraged proficiency in Microsoft Office, CRM systems, and virtual platforms for meetings.
Education
Bachelor of Arts - Childhood Studies
Leeds City College
Leeds2012
Skills
- Customer relationship management
- Service coordination
- Cross-agency collaboration
- Data reporting
- CRM utilization
- Advisor allocation
- Verbal communication
- Organizational skills
- Customer engagement
- Flexible problem solving
- Team collaboration
- Administrative support
- Positive attitude
- Multi-tasking
Timeline
Customer Coordinator
Scope Charity Shop
2024.09 - Current
Advisor for Children and Families services
Scope
2023.05 - 2024.09
Bachelor of Arts - Childhood Studies
Leeds City College