Wendy Thompson
gateshead
Summary
Skilled customer service advisor with extensive experience within office and call centre settings. Consistently exceeds expectations with dedicated work ethic and passion for helping people. Committed to first-class service, strong results and applying consistent best practices.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
Work history
Customer Service Assistant
EE
Newcastle upon Tyne
2023.04 - Current
- Answered customer telephone calls promptly and improved on-hold wait times.
- Provided warm, positive customer care from arrival to departure.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
- Assisted customers with varying questions using product knowledge and service expertise.
- Resolved customer issues using strong interpersonal skills and conflict resolution techniques.
Team Lead Manager
Argos
High Heaton, Newcastle upon Tyne
2019.05 - 2021.04
- Led performance reviews and tailored employee feedback to facilitate professional development.
- Resolved employee relations issues and navigated disciplinary proceedings.
- Fostered positive employee relationships through communication, training and coaching.
- Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
- Reported all accidents, near miss incidents and work-related ill health conditions to supervisor.
- Influenced business change and success through collaborations with different stakeholders
- Followed opening, closing and shift changeover procedures for seamless operations.
- Led shifts and motivated team to drive sales.
- Maintained up-to-date data, records and receipts for audits and reconciliation.
- Participated in safety and risk assessments and suggested hazard reduction strategies.
- Maintained accurate employee records and updates on performance, absence and HR conversations.
- Managed staff schedules, ensuring required coverage to meet shift needs within budget.
Education
Scottish Qualifications Certificate - English- maths- science- home economics- administration
2001.09 - 2005.07
I complete all my exam to a high standard
Skills
- Customer relations
- Data entry
- Inbound and outbound calling
- Complaint resolution
- Technical Support
- Cash Handling
- Account management
- Key holder experience
- Recordkeeping strengths
- Report preparation
Timeline
Customer Service Assistant - EE
2023.04 - Current
Team Lead Manager - Argos
2019.05 - 2021.04
Hermitage Academy - Scottish Qualifications Certificate, English- maths- science- home economics- administration
2001.09 - 2005.07