Victoire Manetti
Customer Services Advisor
Fareham,Hampshire
Summary
Successful Customer Services Advisor with 15 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability. Upbeat with strong complaint handling expertise. Diffuses conflict and converts customers through active listening and rapport building. Exceeds targets by delivering consistent service. 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
23
23
years of professional experience
2
2
years of post-secondary education
Work History
Customer service advisor
Hampshire County Council
Winchester, Hampshire
10.2008 - Current
- Registered and updated accurate customer information on database.
- Established positive relationships with clients by going extra mile to build rapport.
- Maintained excellent client satisfaction by providing in-depth support.
- Obtained feedback from customers to improve service experience.
- Handled in-person, email and mailed correspondence.
- Transferred customer calls to respective department or personnel to address specific issues.
- Offered detailed advice on product and service benefits.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Adhered strictly to policies and procedures for continued company compliance.
- Offered prompt solutions to maintain customer satisfaction.
- Participated in staff meetings to discuss new developments.
- Recorded customer communications to maintain proper documentation.
- Listened actively to offer accurate information and best solution to their needs.
- Implemented customer follow up to uphold service standards.
- Applied conflict management to stressed and concerned customers.
- Prepared necessary forms to complete transactions.
Retail manager
Mountain Warehouse
Portsmouth, Hampshire
07.2000 - 09.2008
- Ran promotions and events in line with company standards.
- Analysed sales figures, identifying areas to improve and implementing remedial action.
- Performed various store operations including opening and closing procedures, product display management and budget control.
- Completed opening and closing procedures each day.
- Inspired team to represent brand with enthusiasm by maintaining high standards.
- Employed exceptional visual merchandising skills to create eye-catching, inviting storefronts and interiors.
- Conducted staff appraisals and promoted ongoing professional development.
- Resolved complex disputes and handled product returns with professionalism, offering practical solutions to maintain customer satisfaction and uphold stellar reputation.
- Recruited and trained staff members, leading by example to consistently elevate store standards.
- Toured sales floor regularly, assessing and improving daily operations.
- Kept staff records regarding holidays, absences and discipline.
- Managed store inventory by directing routine stock control procedures to maximise sales opportunities.
- Developed team's product knowledge, resulting in increased store sales.
- Maintained detailed and current records of inventory, personnel activities and business finances.
- Oversaw business staffing and training, building successful, customer-focused team.
- Collaborated with cross-company departments, developing new strategies to capitalise on emerging customer trends.
- Enforced service standards to maintain establishment reputation for excellence.
- Created seasonal sales plans with varying stock and promotional strategies.
Education
A-Levels - Languages, Secretarial Studies
Price's College
Fareham, Hampshire 09.1977 - 07.1979
Skills
- Record maintenance
- Customer retention
- Customer care
- Data confidentiality
- Customer experience
- Staff training and mentorship
- Data verification procedures
- Answering customer questions
- Communication skills
- Multilingual
- Customer-focused
Languages
English
Fluent
French
Fluent
Spanish
Advanced
Italian
Upper intermediate
Timeline
Customer service advisor
Hampshire County Council
10.2008 - Current
Retail manager
Mountain Warehouse
07.2000 - 09.2008
A-Levels - Languages, Secretarial Studies
Price's College
09.1977 - 07.1979
Similar Profiles
Jacqueline GerryJacqueline Gerry
Senior Administrative Assistant at Hampshire County Council Children's ServicesSenior Administrative Assistant at Hampshire County Council Children's Services
Sarah HuckfieldSarah Huckfield
Teacher in a primary school at Hampshire County CouncilTeacher in a primary school at Hampshire County Council
Daniel CollingsDaniel Collings
IT business analyst at Hampshire County CouncilIT business analyst at Hampshire County Council