THALIA MCKAY
Manchester,Tameside
Summary
Dynamic professional with a robust skill set in customer engagement and relationship management, adept at leveraging marketing and sales strategies to drive business growth. Demonstrates exceptional teamwork and communication abilities, ensuring seamless collaboration in fast-paced environments. Proficient in data analysis and IT skills, including Google Analytics, with a creative flair for graphic design using Canva and Adobe tools. Committed to enhancing customer service experiences through innovative problem-solving and adaptable approaches.
Overview
5
5
years of professional experience
6071
6071
years of post-secondary education
Work history
Customer service assistant
Arts Council England
Manchester
2025.11 - Current
- Handled 30–50+ customer enquiries daily via phone and email, delivering clear, professional support while maintaining high attention to detail.
- Identified recurring customer queries and relayed insights, contributing to improvements in service delivery and response efficiency.
- Processed enquiries, maintained accurate records, and updated internal systems, supporting efficient case management and smooth administrative operations.
Customer Service Representative
HMRC at Brook Street
Manchester
2024.01 - 2025.09
- Processed 100+ records/applications weekly, maintaining high accuracy and ensuring up-to-date internal systems.
- Adapted communication style across phone, email, and live chat for diverse customer needs.
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
Sales Negotiator
Edward Mellor
Marple, Stockport
2023.09 - 2024.01
- Built strong client relationships, providing tailored property advice that led to exceeding monthly sales targets by 15%
- Ensured compliance with regulatory requirements including anti-money laundering throughout transactions
- Coordinated with solicitors, mortgage advisors, and other professionals to facilitate smooth transactions.
Receptionist
Ford Motor Company
Manchester
2023.03 - 2023.09
- Resolved customer complaints efficiently, escalating issues as necessary to ensure prompt resolution.
- Processed payments, invoices, and warranty paperwork with precision and confidentiality.
- Managed a busy front desk, handling high volumes of calls, emails, and inquiries effectively.
Sales Assistant
Tesco
Sheffield
2021.09 - 2023.02
- Ensured consistent product availability during peak trading periods through effective stock management.
- Resolved customer queries and complaints, achieving 90%+ first-time resolution and maintaining positive customer experiences.
- Collaborated with team members to achieve sales targets and uphold high service standards.
Property Sales Negotiator
Mckay Homes Ltd
Hyde, Tameside
2021.03 - 2021.05
- Achieved and exceeded monthly sales targets by successfully negotiating property sales worth over £1M and consistently converting enquiries into completions.
- Built strong client relationships through clear communication and personalised service, resulting in high client satisfaction and repeat business referrals.
- Managed property listings, valuations, and marketing campaigns that increased buyer interest and boosted viewing-to-sale conversion rates by 50%
Education
Masters - Media Psychology
University of Salford
Manchester, MAN1st class degree - Psychology
Sheffield Hallam University
Sheffield A Levels - Psychology, Business, Sociology
Ashton Sixth Form College
Manchester Skills
- Teamwork
- Customer engagement & relationship management
- Adaptability in Fast-Paced Environments
- Strong Written & Verbal Communication
- Problem Solving
- IT skills
- Creative thinking
- Basic Graphic Design (Canva, Adobe tools)
- Google Analytics & Data Insights
- Customer engagement
- Relationship management
- Excellent communication
- Marketing and sales strategies
- Customer service orientated
- Data analysis
Accomplishments
- Handled up to 30 customer enquiries per day while maintaining a 100% satisfaction score.
- Supported marketing initiatives by writing compelling property listings that boosted online engagement.
- Increased customer referrals through excellent post-sale follow-up and relationship management.
- Led a small research project during my MSc that examined user experience, social influence and digital media effects, producing insights that could support marketing or UX strategy.
- Delivered a high-quality master’s dissertation which demonstrated strong skills of data analysis, research design and psychological theory application.
- Improved sales and marketing performance by indentifying trends, customer pain points or behavioural pat
Websites, Portfolios and Profiles
www.linkedin.com/in/thalia-mckay-062437243
Timeline
Customer service assistant
Arts Council England
2025.11 - Current
Customer Service Representative
HMRC at Brook Street
2024.01 - 2025.09
Sales Negotiator
Edward Mellor
2023.09 - 2024.01
Receptionist
Ford Motor Company
2023.03 - 2023.09
Sales Assistant
Tesco
2021.09 - 2023.02
Property Sales Negotiator
Mckay Homes Ltd
2021.03 - 2021.05
Masters - Media Psychology
University of Salford
1st class degree - Psychology
Sheffield Hallam University
A Levels - Psychology, Business, Sociology
Ashton Sixth Form College