Steven Rap
Crawley
Summary
Dynamic professional with expertise in inbound and outbound calling, communication proficiency, and customer relations management. Demonstrates strong administrative support skills, including inventory control and a typing speed of 70 WPM. Proficient in Microsoft Office Suite, aiming to leverage these competencies to enhance organisational efficiency and client satisfaction.
Overview
15
15
years of professional experience
Work history
Client Services Advisor
Thriiver Ltd
Cuckfield, West Sussex
2020.09 - Current
- Supervise and mentor a small daily operational team of two, ensuring seamless workflow distribution and high performance
- Efficiently process 15+ high-value orders daily, contributing directly to the achievement of a £20,000+ daily team sales target
- Manage 15+ inbound and outbound client consultations per day, driving retention, promoting new services, and identifying upselling opportunities
- Identified and sourced products for external assessors to improve customer service.
- Organised and prioritised own tasks to address customer orders and queries promptly.
- Assist with other departments when needed.
- Updated knowledge of product and service changes to ensure effective customer support.
Claims Advisor
Health On Line / AXA
Bournemouth, Dorset
2018.04 - 2020.09
- Assessed eligibility of claims, ensuring compliance with policy terms and conditions for improved customer satisfaction.
- Examined claims forms and records to determine coverage, facilitating accurate and timely claims processing.
- Handled 25+ calls daily, delivering empathetic customer care and resolving inquiries efficiently.
- Maintained a QA average of 95% + during employment.
- Took on new responsibilities including Live Chat, booking hospital appointments for customers and dealing with additional administrative duties.
Office Assistant
Minilabel
Haywards Heath, West Sussex
2017.08 - 2018.04
- Provided customer care by resolving queries over phone and email, enhancing customer satisfaction.
- Facilitated invoicing for over 100 trade and direct customer orders, ensuring accurate billing and prompt payment.
- Processed over 150 website and eBay orders daily, ensuring timely fulfilment.
- Printed custom customer orders and stock labels using CorelDraw and Photoshop.
Assistant Store Manager
Pets Corner
Ditchling / Burgess Hill, West Sussex
2014.10 - 2017.08
- Led team of 3-4 members, facilitating product knowledge and training sessions to enhance team capability.
- Oversaw merchandising areas, implementing strategies to boost sales of targeted items.
- Ensured stock levels were accurate to stock sales and adjusted levels before expected sales increases (i.e. promotional items).
- Managed opening and closing procedures and ensured the stores were secured and alarm systems set.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Completed monthly stock takes and investigated any discrepancies with stock.
- Coordinated store emails, ensuring timely communication and follow-up on customer inquiries.
Trainee Team Leader
Tesco
Lewes / Uckfield, East Sussex
2011.03 - 2014.10
- Managed a team of 3-4 staff several nights a week, maintaining high store standards and ensuring task completion.
- Ensured customer satisfaction through effective communication and addressing their needs promptly.
- Monitored company inventory, maintaining accurate stock levels and databases.
- Undertook weekly stock takes ensuring they were completed to the highest accuracy and investigating any discrepancies.
- In charge of cashing up the tills and ensuring the store was secure at end of day.
Education
GCSE - A - Maths
Uckfield Community Technology College
Uckfield 2010.07 - 2010.07
GCSE - C - Science
Uckfield Community Technology College
Uckfield 2010.07 - 2010.07
GCSE - C - English
Uckfield Community Technology College
Uckfield 2010.07 - 2010.07
GCSE - C - Geography
Uckfield Community Technology College
Uckfield 2010.07 - 2010.07
Skills
- Customer relationship management
- Telephonic communication
- Problem resolution
- Administrative assistance
- Microsoft Office Suite
- 70 WPM typing
- Inventory control
- Communication proficiency
Languages
English
Timeline
Client Services Advisor
Thriiver Ltd
2020.09 - Current
Claims Advisor
Health On Line / AXA
2018.04 - 2020.09
Office Assistant
Minilabel
2017.08 - 2018.04
Assistant Store Manager
Pets Corner
2014.10 - 2017.08
Trainee Team Leader
Tesco
2011.03 - 2014.10
GCSE - A - Maths
Uckfield Community Technology College
2010.07 - 2010.07
GCSE - C - Science
Uckfield Community Technology College
2010.07 - 2010.07
GCSE - C - English
Uckfield Community Technology College
2010.07 - 2010.07
GCSE - C - Geography
Uckfield Community Technology College
2010.07 - 2010.07