Calley Nicholson

A customer-focused, analytical, and highly resilient professional with a background in Psychology (BSc Hons, 2:1). Combines exceptional written and verbal communication skills with strong first-principles problem-solving abilities to deliver outstanding, empathetic service. Proven track record of handling high-volume customer interactions across digital channels, de-escalating complex or challenging situations, and extracting key data to resolve queries efficiently.

Comfortable working in fast-paced environments, adaptable to shift work (including overnights), and deeply aligned with Fuse's mission to make energy affordable and accessible through transparent, tech-driven support.

Bar and Catering Assistant (Part-Time) - University of Chester

(2024-09 - 2025-06)

• High-Volume Service Delivery: Acted as a direct, frontline point of contact in a high-volume environment, providing fast, high-quality assistance while maintaining a calm demeanor under peak operational pressure.
• Autonomous Problem-Solving: Resolved real-time service and customer issues independently with a self-starter mindset, ensuring immediate customer satisfaction.
• Clear Communication: Engaged with a wide, diverse demographic daily, using active listening to understand customer needs quickly and deliver accurate information.

Customer Assistant - Marks and Spencer (M&S) Foods

(2021-06 - 2021-08)

• Multichannel Query Resolution: Efficiently resolved customer queries and billing/account inquiries via live chat and email channels, consistently maintaining high standards of written communication.
• Conflict Resolution & Empathy: Navigated challenging customer interactions over chat and email, applying emotional intelligence to de-escalate concerns and provide fair, satisfactory solutions.
• Policy & Compliance: Managed sensitive customer transactions and account inquiries with discretion, strict attention to detail, and full compliance with company policies.

BSc (Hons) - Psychology - University of Chester (2021 - 2025)

A-Levels - History, English, Psychology - Darrick Wood School (2017 - 2021)

GCSEs - 9 qualifications - Darrick Wood School (2017 - 2021)