Summary
Overview
Work history
Education
Skills
Affiliations
Accomplishments
Certification
Volunteering
Timeline
Generic

Wendy Gaunt

Leeds,West Yorkshire

Summary

Known for maintaining calmness under pressure, seeking to use these skills in a customer facing environment.

Customer-focused with track record of success in responding to customers' needs in accordance with procedures. Assertive yet polite individual with ability to handle difficult situations.

Resourceful and adaptable.

Overview

45
45
years of professional experience
4
4
years of post-secondary education
1
1
Certification

Work history

Customer service advisor

Evri
Leeds, West Yorkshire
11.2009 - 02.2025
  • Strengthened client relationships with clear communication and problem-solving skills.
  • Provided excellent customer service at all times.
  • Assisted customers and clients in resolving delivery enquiries and complaints.
  • Responded to difficult situations calmly, gained trust of clients and customers, building rapport with clients through empathetic handling of concerns.
  • Logged customer complaints accurately, resolving or escalating effectively using CRM system and other internal database/software
  • Employed active listening to successfully resolve inbound queries.
  • Managed complex customer and client issues to successful resolution.
  • Expressed care, patience and empathy when handling customer interactions for personalised experience.
  • Recorded and processed customer data accurately.
  • Investigated customer issues to find acceptable conclusion and prevent recurrence.
  • Adhered strictly to policies and procedures for continued company compliance.
  • Provided positive customer care.

Technical administrator

Tasque Consultancy Ltd
Wakefield, West Yorkshire
03.2005 - 05.2009
  • Technical Administrator with responsibility for preparation of reports, maintaining job files and associated documentation
  • General office management including logging and distribution of mail, maintenance of HR records and staff files, preparation of paybill information and management of company Quality Management System

Admin and Planning Assistant

British Rail/Jarvis Rail/Network Rail
Leeds/York/Doncaster, Yorkshire
07.1980 - 12.2004
  • Clerical Assistant - Paybill and cost monitoring
  • Seconded as technical clerk for major project York Station
  • Working within Resource and Planning sections as Customer Services Manager planning engineers trains for railway maintenance works


Education

GCE O'Level -

Silver Royd High School
Leeds
09.1974 - 06.1978

Skills

  • Communication - written and oral
  • Conflict de-escalation
  • Cash handling
  • Knowledge of GDPR
  • Calmness under pressure

Affiliations

  • Family time with children and grandchildren
  • Reading and art exhibitions
  • Weekends away

Accomplishments

    Seconded to deliver training at Evri during peak period

Certification

Mental Health Ambassador

Volunteering

I am a Churchwarden at my local church - serving as a statutory officer, primarily responsible for the day-to-day functioning of the parish church, its property, and the well-being of the community. I recently stood down as Church Treasurer.

I was a school governor at a local primary school for 17 years, five as chair.

Formed and led a mum's and toddler group

Timeline

Customer service advisor

Evri
11.2009 - 02.2025

Technical administrator

Tasque Consultancy Ltd
03.2005 - 05.2009

Admin and Planning Assistant

British Rail/Jarvis Rail/Network Rail
07.1980 - 12.2004

GCE O'Level -

Silver Royd High School
09.1974 - 06.1978

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Wendy Gaunt