My CV

View as PDF

I am currently working as a customer service agent for Arvato, but am very keen to change careers into web development due to a lifelong passion. As such, my CV is almost exclusively customer service based. However, I believe this gives me a fantastic perspective, as I am passionate about helping people and resolving problems for the client in the most efficient and effective way possible

If you have any questions, please do not hesitate to contact me using the information provided below.

KEY SKILLS

  • Comfortable in a team environment, working to common deadlines.
  • Self starter and able to work on own initiative.
  • Proficient in HTML, CSS, some JavaScript.
  • Proficient in Photoshop, Illustrator, inDesign, MS Office.
  • Excellent written and verbal communication skills.
  • Full, clean driving licence.

WORK HISTORY

June 2018 - Present: Arvato (VWFS), Customer Service Agent

  • Dealing with sensitive information regarding a customer's financial situation in a professional and secure manner.
  • Inputting data correctly and confidently
  • Answering calls (inbound) and working towards targets

January 2016 – June 2018: Self-employed illustrator

  • Managing deadlines
  • Creating and maintaining a relationship with customers
  • Accounting
  • Marketing
  • Business management

October 2015 – December 2015: Sitel (Virgin Media Retentions), Customer Retentions Advisor

  • Working towards targets
  • Using multiple systems to provide customers with competitive prices
  • Encouraging customers to stay with Virgin Media
  • Constantly dealing with high volumes of angry and dissatisfied customers, keeping calm and professional at all times

October 2014 - August 2015: First Utility, Customer Contact Agent

  • Using knowledge and skills to handle complex customer queries and to provide clear explanations and solutions to their issues, ensuring full records of all customer contacts and conversations are maintained
  • Part of the Bereavement specialists team, working with customers at a difficult time in their lives, requiring empathy and compassion
  • Part of the email handling team, assisting with rewriting the email templates that would be used across the business as a whole
  • Consistently achieved high quality scores, demonstrating excellent and professional customer service
  • Building rapport with customers in a short space of time and managing their expectations to provide a positive experience and ensure they feel confident in their relationship with First Utility
  • Working within industry processes to ensure correct procedures are implemented
  • Engaging with my team and joining discussions to create solutions to known issues
  • If an issue could not be resolved at first contact, keeping regular contact with that customer to update them and reassure the case is on track, and keeping those commitments
  • Often dealt with unhappy customers who were having an unsatisfactory experience with First Utility and would defuse the situation before it escalated further
  • Met and exceeded personal quality, service and customer retention targets

January 2013 – July 2014- Vue Cinemas, Training Buddy

  • Delivering training to new starters to ensure they were aware of company policy and their role
  • Delegating daily tasks to all staff, prioritising the needs of the customer
  • Identifying the customers’ needs, providing professional advice and satisfying their concerns
  • Retrained all staff to a higher standard based on new required training standards
  • Dealt with customer queries and complaints, managing and exceeding their expectations
  • Upselling to each customer to ensure they have the best deals
  • Ensuring all auditing requirements were met on a daily basis
  • December 2012 – November 2013- Warwickshire County Caterers, Food Service Assistant

    • Working within a school, providing a safe and hygienic environment
    • Managing multiple jobs at once, ensuring the food was prepared on time and to a high standard
    • Maintaining a positive, friendly attitude to create a fun environment for the children where they felt safe
    • Ensuring the highest standards of cleanliness were maintained
    • Working within a small team to short, tight deadlines
    • Attended regular training for safeguarding of children

    January 2012 – December 2012 - Various Temporary roles inc. Flair Events and Wagamamas

    • Directed race competitors, ensuring the safety of all of the competitors and members of the public
    • Remained professional and approachable at all times
    • Joining new teams and working to quickly build rapport to ensure we would deliver the best possible work
    • Worked in a kitchen assisting the ramen chef, ensuring food was delivered on time and to a high standard

    November 2011 – January 2012 - Paperchase, Christmas Temp

    • Visual merchandising to ensure the most attractive display for our customers
    • Working towards daily sales targets for the store, as well as personal sales targets
    • Prioritising tasks and taking initiative to complete jobs and resolve issues as they arise
    • Thriving with high volumes of customers during the busy Christmas period

    October 2008 – July 2011 - Sainsbury's, Checkout / Counters assistant

    • Constantly dealing with the general public and ensuring I maintained the Sainsbury’s brand at all times
    • Maintaining a positive, can do attitude throughout the day
    • Ensuring all customer queries were resolved in a timely manner
    • Undertook COSHH certificate

    October 2007 – October 2008 - Warwick Castle, Retail Assistant

    • Consistently achieved a mystery customer score of over 90%
    • Responsible for opening and closing the store, often alone, including collecting the float and the delivery
    • Ensured enough stock was available for each day, having an understanding of the best selling items and knowing when the busy times would be
    • Oversaw the training of new starters and ensuring they were confident and competent in their role
    • Delegating tasks to staff

    November 2006 - October 2007 - Asda Stores, Cashier

    • Constant Customer focussed mindset
    • Cash handling
    • Assisting customers throughout the busy Christmas period
    • Working with a variety of customers and adapting my approach for each individual

    February 2005 – June 2006 - Cheltenham & Gloucester, Data Entry Clerk

    • Basic admin duties, faxing, photocopying, franking post
    • Placing calls to customers to clarify details
    • Attending regular meetings, taking minutes

    EDUCATION

    Place Course Grade
    Warwickshire College First Diploma: Illustration and Art Pass
    Trinity School AS ICT E
    AS English Language E
    GNVQ Health and Social Care Pass
    GNVQ ICT Pass
    GCSE English B
    GNVQ Health and Social Care Pass
    GCSE Mathematics C
    Duel Award Science D

    INTERESTS

    • Self development
    • Creative writing
    • Storytelling
    • Self study
    • D&D
    • Tabletop Games

    View CV as PDF