Suzy Frain
Gildersome,West Yorkshire
Summary
Customer service professional with proven communication skills across all levels. Expertise in problem-solving and conflict resolution, leading to enhanced customer satisfaction and operational efficiency. Dedicated to building positive relationships and delivering exceptional service in dynamic environments.
Overview
2027
2027
years of professional experience
Work History
Customer Service Agent
Interaction Recruitment
02.2026 - 03.2026
- Assisted customers with inquiries regarding employment and support allowance claims.
- Verified payment details for ongoing claims.
- Provided guidance on fit notes and work capability assessment forms.
Administrator
Nes Fircroft Recruitment
08.2025 - 10.2025
- Supported field sales team through lead creation and order processing.
- Assisted with invoice management during staff absence.
- Gained brief exposure to various operational tasks within the recruitment agency for ABB Emergi Light.
Customer Service Advisor
Sensee Ltd
01.2025 - 07.2025
- Assisted in the renewal process of motability car insurance policies.
- Ensured customers received suitable policies tailored to individual needs.
- Provided customer service support for Direct Line Motability.
Customer Service Advisor - Renewals and Customer Service Team
Concentrix
05.2023 - 01.2025
- Assisted customers with breakdown policy renewals.
- Supported customer retention efforts through various sales techniques.
- Advised customers on best available prices and boost points for RAC.
Customer Service Advisor - Complaints Team
Concentrix
11.2022 - 05.2023
- Assisted customers with account issues regarding billing, meter readings, and online services.
- Supported resolution of billing discrepancies and ensured accurate adjustments to readings and bills.
- Provided guidance on all aspects of energy accounts for Shell Energy.
Customer Service Agent - Home Moves Team
Concentrix
01.2021 - 11.2022
- Assisted customers with various aspects of moving home.
- Facilitated customer transitions into and out of properties.
- Opened new accounts and ensured accurate recording of start readings with attention to detail.
Customer Service Agent - Billing Department
Concentrix
03.2021 - 12.2021
- Assisted customers with billing inquiries.
- Explained bill calculations clearly.
- Input customer readings accurately.
- Identified and resolved metering issues.
Customer Service Agent - Advisor to the public
Concentrix
05.2020 - 03.2021
- Assisted in unprecedented campaign during Covid-19.
- Contacted members of public to provide effective service.
- Ensured adherence to government guidelines and public health measures.
Business Executive
Nationwide Renewables
01.2020 - 04.2020
- Assisted customers in exploring renewable energy solutions for enhanced energy efficiency.
- Supported sales of solar panels and air source heat pumps to help consumers lower carbon emissions and save costs.
- Guided clients in understanding government incentives for sustainable energy use.
Internet Retail Business
05.2019 - 12.2019
- Assisted in selling products online and distributing to customers.
- Maintained website functionality and researched new products and orders.
- Provided customer service and acted as liaison for client inquiries.
Activity Coordinator - Head of Department
Headingley Hall Care Home
05.2018 - 05.2019
- Assisted in planning and implementing programmes of activities to support residents' daily lives.
- Focused on person-centred care to meet individual needs.
- Collaborated with staff to enhance the quality of care provided.
Telesales Executive
Verastar
12.2017 - 04.2018
- Assisted small and medium businesses in identifying cost-effective telephone and broadband rates.
- Provided support in selecting suitable communication packages tailored to customer requirements.
- Proactively cold-called clients per day, using scripts to promote products, increase sales and develop company awareness.
Drama Facilitator/Writer/Project Manager for Theatre-in-Education Projects
Gildersome Drama Club/T.I.E in Yorkshire
07.2006 - 12.2017
- Assisted in teaching, directing, and writing for various projects.
- Compiled advertising materials and membership contracts.
- Designed teaching plans and posters.
Proprietor of retail outlet - French Designer Boutique
Pyramid of Roses
06.1997 - 06.2003
- Assisted in managing various facets of retail operations.
- Processed customer payments efficiently at the till.
- Maintained effective merchandising of stock displays.
Sapper
Royal Engineers
02.1993 - 04.1997
- Assisted in physical training and machinery operation.
- Led bridge-building projects, ensuring swift movement of personnel and equipment across water obstacles.
- Developed contingency plans for natural disasters, enhancing preparedness and response capabilities.
- Remained clear-headed in rapidly changing situations for high-quality decision making.
Receptionist/Admin Assistant
John Laing Construction Ltd.
07.1984 - 10.1989
- Managed main reception, ensuring all calls and inquiries were handled efficiently.
- Supported administrative tasks including typing, invoicing, and filing.
- Assisted in photocopying and distributing incoming and outgoing mail.
Receptionist/Wages clerk
Fibre Cutters and Printers
07.1981 - 07.1984
- Assisted with preparation of wages for company.
- Performed reception duties to support daily operations.
- Processed and typed orders and invoices efficiently.
- Handled distribution of all incoming and outgoing mail.
Customer Service Agent
Sewell Wallis Recruitment
- Handled customer inquiries regarding cosmetic vehicle repairs.
- Assisted clients in understanding available services and options.
- Provided support in scheduling appointments for repair services.
Education
BA Honours - Theatre Performance
Leeds University
06-2006
BTEC National - Creative Arts
Dewsbury College
Dewsbury01-1992
Diploma - Combined Arts
Wakefield College
Wakefield01-1990
GCSE's (O Levels) - Dewsbury
Birkdale High School
Dewsbury01-1981
Skills
- Operating various CRM systems, Excel, Outlook, Microsoft Office etc
- Customer relationship management
- Invoice management
- Policy compliance
- Data entry
- Energy solutions
- Customer retention
- Conflict resolution
- Account management
- Sales techniques
- Billing accuracy
- Product promotion
- Problem-solving
- Outstanding customer service
- Excellent communication skills
- Call centre experience
- Active listening
- Empathy understanding
- Pressure handling
- Customer sales support
- Complaint resolution
- Written and verbal communication skills
Hobbies and Interests
- Community groups
- Theatre
- Environmental issues
- Veganism
- Cinema
- Rock festivals
- Running
- Reading
- Creative writing
- Travelling
- Football spectating
- Horse-riding
- Swimming
Languages
English
First Language
German
Advanced
C1
French
Elementary
A2
Italian
Elementary
A2
Additional Information
I am looking for a position where I can utilise my customer service skills and natural ability to communicate to enhance the customer journey. I am looking for a long term position. I have recently taken up a few temporary positions to ensure that I had an income.
Timeline
Customer Service Agent
Interaction Recruitment
02.2026 - 03.2026
Administrator
Nes Fircroft Recruitment
08.2025 - 10.2025
Customer Service Advisor
Sensee Ltd
01.2025 - 07.2025
Customer Service Advisor - Renewals and Customer Service Team
Concentrix
05.2023 - 01.2025
Customer Service Advisor - Complaints Team
Concentrix
11.2022 - 05.2023
Customer Service Agent - Billing Department
Concentrix
03.2021 - 12.2021
Customer Service Agent - Home Moves Team
Concentrix
01.2021 - 11.2022
Customer Service Agent - Advisor to the public
Concentrix
05.2020 - 03.2021
Business Executive
Nationwide Renewables
01.2020 - 04.2020
Internet Retail Business
05.2019 - 12.2019
Activity Coordinator - Head of Department
Headingley Hall Care Home
05.2018 - 05.2019
Telesales Executive
Verastar
12.2017 - 04.2018
Drama Facilitator/Writer/Project Manager for Theatre-in-Education Projects
Gildersome Drama Club/T.I.E in Yorkshire
07.2006 - 12.2017
Proprietor of retail outlet - French Designer Boutique
Pyramid of Roses
06.1997 - 06.2003
Sapper
Royal Engineers
02.1993 - 04.1997
Receptionist/Admin Assistant
John Laing Construction Ltd.
07.1984 - 10.1989
Receptionist/Wages clerk
Fibre Cutters and Printers
07.1981 - 07.1984
Customer Service Agent
Sewell Wallis Recruitment
BA Honours - Theatre Performance
Leeds University
BTEC National - Creative Arts
Dewsbury College
Diploma - Combined Arts
Wakefield College
GCSE's (O Levels) - Dewsbury
Birkdale High School