Charlotte Hilborne

Dedicated and highly organised professional with 9 years of experience in high-volume, public-facing customer service roles. Proven track record of handling complex enquiries, resolving conflict with a calm demeaner, and maintaining accurate records. Skilled in Microsoft Office 365 and committed to delivering high-quality, empathetic service to diverse community members.

Barista - Costa Coffee - Didcot

(2022-12)

• Providing high-quality face-to-face service in a fast-paced environment, ensuring all customer needs are met efficiently.
• Multitasking under pressure to maintain service standards during busy periods.
• Supporting team members across different branches to ensure consistent service delivery.

Customer Service Assistant - Hachette UK Distribution Ltd - Didcot

(2022-07 - 2022-12)

• Managed high-volume queries simultaneously, providing detailed advice and accurate solutions to customer concerns.
• Actively listened to customers to identify the best solutions for their specific requirements.
• Maintained a friendly and knowledgeable service style, consistently achieving positive feedback.

Customer Service Assistant - Sainsbury's - Didcot

(2015-10 - 2022-05)

• Acted as a primary point of contact for telephone enquiries, significantly improving response times.
• Utilized strong interpersonal skills and conflict resolution techniques to resolve complaints and concerns.
• Trained and mentored new staff on financial operations, including cash handling, refunds, and cashing up.
• Ensured adherence to complex store policies regarding payments and returns.

Level 3 BTEC in Business - Business - Abingdon College

Level 2 Business and Communication - Business and Communication - Abingdon College

GCSEs - General Education - Didcot Girls' School