Wendy Gallagher
Wallsend,Tyne and Wear
Summary
A dedicated professional with expertise in customer sales support and administrative support, demonstrating strong written communication and efficient telephonic etiquette. Proficient in managing customer complaints with empathy and resilience, while maintaining a good telephone manner and active listening skills. Skilled in utilising Salesforce, Microsoft Office, and VoIP technologies to enhance customer interactions. Committed to delivering exceptional service through problem-solving and understanding of SLAs, with a career goal of advancing in customer relations management.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
Work history
Customer service representative
EE
North Shields, Tyne and Wear
05.2021 - Current
- Participated in team meetings sharing best practices for improving service delivery.
- Contributed towards achieving store targets whilst ensuring adherence to service standards.
- Managed high volume of inbound calls for quick resolution of customer issues.
- Offered technical support, leading to enhanced user experience.
- Developed strong relationships with customers fostering brand loyalty and repeat business.
- Assisted customers in making informed decisions by providing detailed product information.
- Improved customer satisfaction by effectively handling complaints and inquiries.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Answered customer telephone calls promptly and improved on-hold wait times.
- Assisted customers with product complaints, logging issues for investigation and providing replacement items.
- Obtained feedback from customers to improve service experience.
- Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
Customer service representative
Concentrix/Uber Customer Service
Newcastle upon Tyne, Tyne and Wear
07.2019 - 04.2021
- Improved customer satisfaction by effectively handling complaints and inquiries.
- Managed high volume of inbound calls for quick resolution of customer issues.
- Trained new hires for improved productivity and efficiency on the job floor.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Handled phone, email and social media enquiries with consistent customer service across multiple channels.
- Adhered strictly to policies and procedures for continued company compliance.
- Processed high-value payments with meticulous accuracy.
- Maintained compliant documentation on Salesforce software for reliable company records.
Education
GCSEs - English. Maths, Science, Art
St Marys Comprehensive
Newcastle Upon tyne 09.1989 - 07.1994
Skills
- Efficient telephonic etiquette
- Courtesy etiquette
- Strong written communication
- Empathy understanding
- Understanding of slas
- Knowledge of voip technologies
- Resilience to stressful situations
- Problem-solving
- Salesforce
- Microsoft Office
- Written and verbal communication skills
- Good telephone manner
- Active listening
- Customer sales support
- Administrative support
- Live chat support
- Customer complaint management
Affiliations
- I enjoy singing, video games, eating out, walking and walking with my dogs, movie nights and astronomy
Accomplishments
A level in English Literature
Timeline
Customer service representative
EE
05.2021 - Current
Customer service representative
Concentrix/Uber Customer Service
07.2019 - 04.2021
GCSEs - English. Maths, Science, Art
St Marys Comprehensive
09.1989 - 07.1994
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