Tessa Brown
customer Service Advisor & Administrator
Radstock
Summary
Experienced service advisor bringing 8 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
16
16
years of professional experience
13
13
years of post-secondary education
Work history
Customer Service advisor
Mon Motors
Bath
11.2015 - Current
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Established positive relationships with clients by going extra mile to build rapport.
- Offered prompt solutions to maintain customer satisfaction.
- Participated in staff meetings to discuss new developments.
- Recorded customer communications to maintain proper documentation.
- Recorded and processed customer data accurately.
- Collaborated with different departments to maintain positive rapport and smooth workflow.
- Interacted with customers professionally by phone, email and in-person to deliver accurate service information.
- Managed office supply inventory, performing stocktake duties and ordering additional supplies to meet staff needs.
- Oversaw database to maintain updated records and accuracy.
- Liaised with customers to resolve enquiries, appointment requests and billing questions.
- Effectively managed incoming and outgoing mail to maximise office efficiency.
- Responded promptly to customer questions to improve customer loyalty and satisfaction.
- Handled customer complaints, providing appropriate solutions and recommending alternatives.
- Maintained current knowledge of company products and services to accurately answer client questions and make appropriate recommendations.
- Set appointments with field teams to carry out service changes or deliver new products.
- Processed and issued refunds, exchanges and credit notes, providing tailored solutions to customer issues.
- Offered current, accurate advice on optional solutions for concerns.
- Handled in-person, email and mailed correspondence.
- Advised customers on availability, pricing and location of products.
- Recorded information about inquiries and complaints within internal database.
- Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
- Acted as first point of contact for customer issues and queries.
- Achieved daily performance targets, aiding department progression towards sales goals.
- Maintained accurate knowledge of current services to provide informative customer advice.
- Handled high call volumes with accuracy and efficiency for optimum productivity.
- Established follow-up call systems to effectively resolve complaints and maintain customer loyalty.
- Responded to customer requests with friendly, knowledgeable service and support.
- Informed customers regarding warranty protections, potential cost savings and benefits of trading in versus fixing car.
- Educated customers regarding regular maintenance protocols to preserve conditions of vehicles.
- Upsold products and services to customers to complement orders.
- Registered customer information on database to maintain accurate records.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Responded to questions regarding service outcomes and resolved complaints.
- Booked appointments and managed vehicle drop-off pick-up.
- Collaborated with service technicians to order parts for customers.
- Checked insurance coverage to verify out-of-pocket costs.
- Calculated costs, processed payments and provided receipts.
- Tested cars to determine accuracy of repairs.
- Maintaining positive customer relationships to ensure repeat business.
- Oversaw workflow and schedule of dealership to entail smooth process.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Greeted customers and asked open-ended questions to better determine needs.
- Greeted and escorted customers to mechanics in charge.
- Notified customers about service changes or car pick-up schedules.
New Lido Chef
New Lido Chef
Radstock
07.2007 - 06.2023
- Checked freezer and refrigerator temperatures regularly, maintaining produce quality and safety.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Excellent communication skills, both verbal and written.
- Developed strong communication and organizational skills.
- Developed clear telephone manners while takin & processing orders.
- developed customer repour when taking orders over the phone & counter, seeing them week to week.
- memory skills.
Assistant
docky's delicatessen
Midsomer Norton, Bath and North East Somerset
01.2012 - 10.2015
- Took on additional tasks on manager's request.
- Understood and adhered to company's health and safety policies.
- Handled various day-to-day admin responsibilities to maintain smooth business operations.
- Demonstrated open communication and collaborated with various teams.
- Completed assigned work within deadlines and to company standards.
- Greeted customers within seconds of the shop door opening.
- Helped to train up the new staff members
- Opened and closed up shop when management were away.
- Prepared foods, for selling within the shop.
- Built and maintained rapport with customers to promote consistent repeat business.
- Unpacked and stored deliveries- to avoid spoilage.
- Greeted customers, qualified purchase needs and offered appropriate product advice to guarantee satisfaction.
Retail sales assistant
Dorothy Perkins
Bath, Bath and North East Somerset
12.2009 - 01.2012
- Operated cash registers with accuracy and processed cash and card transactions.
- Monitored display stock levels, replenishing for consistently well-stocked sales floor.
- Carried out back-of-house maintenance, for clear, easy-to-navigate stockroom management.
- Processed returned or exchanged items and provided refunds to customers.
- Updated product labelling and pricing to reflect discounts and offers.
- Resolved customer complaints and process issues with proactive problem-solving skills.
- Guaranteed high levels of customer satisfaction through product knowledge and attentive service.
- Replenished floor stock and processed deliveries promptly, maximising product availability for customers.
- Assisted customers with product selection and sales, recommending items to increase transaction value.
- Listened to customer needs and preferences to provide targeted advice, increasing sales opportunities.
- Built lasting relationships with clients through customer service interactions.
- Assisted customers in locating specific items to boost satisfaction.
- Completed purchases with cash, credit and debit payment methods, providing customer receipts for reference.
- Followed company procedures and guidelines for smooth retail operations.
- Maintained knowledge of products and features to provide recommendations to customers.
- Managed customer lines for minimum wait times and high satisfaction.
- Carried out active selling from initial customer greeting.
- Promoted customer loyalty scheme at checkout.
- Prepared orders for customers with wrapped, bagged and boxed items.
- Explained establishment policies to customers and offered advice on selections.
- Demonstrated product usage and features to customers.
- Organised displays to promote inventory and encourage customer purchases.
- Tagged products quickly and accurately with price tags and stickers.
- Prepared invoices for customers with large orders or special sales types.
- Engaged customers to enhance in-store experience and provide outstanding customer service.
- Requested and checked customer IDs at checkout for age-restricted products.
- Designed visually pleasing in-store and window displays to increase footfall.
- Totalled bills using maths skills and maintained accurate till count.
- Accepted card, cash and cheque payments in POS register system.
- Packed and wrapped gifts with decorative details to match customer preferences.
- Built rapport with new and existing customers to boost client retention.
- Identified discrepancies in stocks through regular inventory management.
- Displayed wares in temporary structures at markets to attract new customers.
- Inspected products for damages and expiry dates before processing refunds.
- Helped customers obtain specialised help for refunds and exchanges.
- Boosted product sales by offering selection guidance to customers.
Education
GCSEs - Maths, English, Double Science, Religious Education, ICT, German, Dance,
Somervale School Specialist Media Arts College
Radstock 09.2001 - 06.2009
Higher National Diploma - Dance & Musical Theatre
Filton W.I.S.E campus
Bristol 09.2009 - 12.2012
NVQ Level 3 - Customer Service
HIT
03.2012 - 07.2014
Skills
- Customer care
- Payment processing
- communication
- Excellent telephone and email etiquette
- Protecting information
- Microsoft Office
- Dedicated team player
- Data organisation
- General organisation
- Common sense & working things out for myself
- Time Keeping
- Being pro-active
- Team building
Languages
English
Fluent
German
Beginner
Timeline
Customer Service advisor
Mon Motors
11.2015 - Current
NVQ Level 3 - Customer Service
HIT
03.2012 - 07.2014
Assistant
docky's delicatessen
01.2012 - 10.2015
Retail sales assistant
Dorothy Perkins
12.2009 - 01.2012
Higher National Diploma - Dance & Musical Theatre
Filton W.I.S.E campus
09.2009 - 12.2012
New Lido Chef
New Lido Chef
07.2007 - 06.2023
GCSEs - Maths, English, Double Science, Religious Education, ICT, German, Dance,
Somervale School Specialist Media Arts College
09.2001 - 06.2009
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