Theo Hudson
Liverpool
Summary
Polite and professional person with strong communication and multitasking skills. Experienced in resolving customer complaints within company guidelines and using own initiative. Implements customer follow-up to uphold service standards and guarantee customer satisfaction.
Overview
6
6
years of professional experience
16
16
years of post-secondary education
Work History
Complaints investigator
Animal Friends
01.2023 - Current
- Took ownership for customer correspondence to deliver exceptional customer service levels.
- Identified complaint trends and patterns to report to supervisors and guide changes.
- Owned end-to-end complaint handling and resolution in line with established procedures.
- Served as first line of contact for customers filing complaints.
- Communicated with customers politely, promptly and professionally.
- De-escalated aggressive behaviour using effective conflict resolution techniques.
- Identified root causes of complaints through effective questioning.
- Offered personable and helpful service to exceed customer expectations and reach positive conclusion.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Offered recommendations to customers based on specific situations, priorities and obstacles.
- Adhered strictly to policies and procedures for continued company compliance.
- Clarified complaints to fully understand customer issues.
- Documented customer interactions, following company policy and procedure in all engagements.
- Investigated reported issues, liaising with staff at multiple levels to obtain relevant information.
- Expressed care, patience and empathy when handling customer interactions for personalised experience.
Customer service advisor
Animal Friends
10.2021 - 01.2023
- Recorded customer communications to maintain proper documentation.
- Participated in staff meetings to discuss new developments.
- Recorded and processed customer data accurately.
- Offered detailed advice on product and service benefits.
- Transferred customer calls to respective department or personnel to address specific issues.
- Offered prompt solutions to maintain customer satisfaction.
- Adhered strictly to policies and procedures for continued company compliance.
- Managed high-volume customer queries simultaneously through effective multitasking.
- 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.
- Investigated customer issues to find acceptable conclusion and prevent recurrence.
- Diagnosed and communicated technical problems to customers at appropriate level of understanding.
- Offered recommendations to customers based on specific situations, priorities and obstacles.
- Expressed care, patience and empathy when handling customer interactions for personalised experience.
Administrative officer
Huntswood
09.2020 - 10.2021
- Organised filing system for important and confidential office documents.
- Managed queries in person, by phone and via email with exceptional customer care.
- Offered excellent customer service to colleagues and external representatives, maintaining company reputation.
- Established workflow processes and implemented modifications to improve administrative operations.
- Collated information for reporting purposes to enable business progress monitoring.
- Met deadlines on admin tasks to minimise disruption to colleagues and workflows.
- Cultivated and deepened relationships with customers by providing exceptional service.
Customer service manager
BT
09.2017 - 10.2020
- Implemented personal development programmes to enhance staff capabilities and satisfaction.
- Sought customer feedback and applied data to inform service-level improvements.
- Recognised issues and implemented corrective actions for continual improvement.
- Recruited customer service team members and mentored in company policies and best practices.
- Delivered feedback constructively to enhance staff performance.
- Took ownership of escalated customer issues and followed through to resolution.
- Reviewed processes and practices regularly to achieve business goals.
- Analysed statistics and KPIs to identify potential service improvements.
- Communicated courteously with customers by telephone and email.
- Improved customer service experiences to facilitate organic growth and loyalty.
- Advised management of customer service trends, creating proactive strategies to maintain best practices.
- Documented department data and compiled accurate reports.
- Actioned customer feedback to promote continued service improvement.
- Facilitated communication and collaboration across departments.
- Recruited high-performing, reliable staff for improved team productivity.
- Briefed and motivated staff to deliver daily operational requirements.
- Received and resolved customer complaints escalated by staff.
Education
GCSEs - Maths
Savio High School
Liverpool 09.2000 - 06.2005
GCSEs - Double Science Award
Savio High School
Liverpool 09.2000 - 06.2005
GCSEs - English
Savio High School
Liverpool 09.2000 - 06.2005
A-Levels - Sport Science
Southport College
Southport 09.2007 - 06.2009
Skills
- Customer relations
- Report generation
- Data entry
- Flexible and Adaptable
- Multitasking Abilities
- Planning and Coordination
Timeline
Complaints investigator
Animal Friends
01.2023 - Current
Customer service advisor
Animal Friends
10.2021 - 01.2023
Administrative officer
Huntswood
09.2020 - 10.2021
Customer service manager
BT
09.2017 - 10.2020
A-Levels - Sport Science
Southport College
09.2007 - 06.2009
GCSEs - Maths
Savio High School
09.2000 - 06.2005
GCSEs - Double Science Award
Savio High School
09.2000 - 06.2005
GCSEs - English
Savio High School
09.2000 - 06.2005
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