Victoria Sharratt
Customer Support Team Leader
Summary
Organised and efficient administrator successful at managing multiple priorities with a positive attitude. Ability to handle multiple projects simultaneously with a high degree of accuracy. Willingness to take on added responsibilities to meet team goals.
Overview
14
14
years of professional experience
Work History
Tenet Financial Services Administrator
Tenet Financial Services
Leeds
11.2023 - 06.2024
Customer Support Team Leader
i-to-i TEFL (Part of learndirect)
Leeds
05.2014 - 10.2023
- Resolved escalated customer service issues using company processes and policies
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards
- Implemented and monitored KPIs within team to improve and maintain efficiency
- Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
- Identified issues from customer feedback and work closely with UX and product team to improve student learning experience accordingly.
- Hiring and onboarding of new staff
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Liaising with overseas partners to maintain relationship and deliver internships in China, Japan, Vietnam, South Korea & Thailand.
- Work closely with senior management and department heads to improve service level across whole company.
TEFL Teacher
Banthamaka
Thamaka, Thailand
01.2014 - 03.2014
- Educated students in basics of English grammar and conversational speaking.
- Assigned lessons and corrected homework.
- Led fun group activities and games to engage students in learning of English language
- Developed lesson plans to engage students in English language learning.
- Worked with other teachers to support struggling students and provide thorough help to rectify comprehension issues.
Office Administrator (HR)
Key Healthcare
Saltburn-by-the-Sea
11.2010 - 01.2014
- Interacted with customers by phone, email, or in-person to provide information.
- Applied advanced administrative and analytical skills in overseeing day-to-day operational activities.
- Worked closely with new hires, answering questions and addressing various concerns during onboarding process.
- Screened applicant CVs and coordinated both phone and in-person interviews.
- Monitored employee attendance and performance to verify punctuality and absences, addressing issues in accordance with company policies and procedures.
Skills
Coaching and mentoring
Staff Management
Business administration
CRM Management
Microsoft Office Suite
Hobbies
I spent a year volunteering for St George’s Crypt charity, working in their charity shops across Leeds. I am a keen runner and I have successfully completed several half marathons and enjoy taking part in Parkrun each week.
Timeline
Tenet Financial Services Administrator
Tenet Financial Services
11.2023 - 06.2024
Customer Support Team Leader
i-to-i TEFL (Part of learndirect)
05.2014 - 10.2023
TEFL Teacher
Banthamaka
01.2014 - 03.2014
Office Administrator (HR)
Key Healthcare
11.2010 - 01.2014