Cheryl Curtius

Bilingual Customer Service Professional fluent in English and French, with over 5 years of experience delivering exceptional customer support through phone, email, and live chat. Experienced in handling customer enquiries, resolving complaints, processing customer requests, maintaining accurate records, and collaborating with internal teams to deliver outstanding service. Proficient in Microsoft 365, Zendesk, Salesforce, and other customer service systems.

A reliable, organised, and customer-focused professional who thrives in fast-paced environments and consistently delivers excellent customer experiences.

Operations Customer Expert 1 - Teleperformance (Remote) – Department for Work and Pensions (DWP) - Remote

(2022-02)

• Delivered high-quality customer support through telephone, email, and digital communication channels.
• Managed customer enquiries efficiently while providing empathetic and professional service.
• Updated and maintained customer records using CRM and internal case management systems.
• Worked collaboratively with multiple internal departments to resolve complex customer enquiries.
• Processed customer information accurately while maintaining confidentiality and GDPR compliance.
• Used Microsoft 365 applications daily, including Outlook, Word, Excel, and Teams.
• Worked with CRM platforms including Zendesk and Salesforce to manage customer interactions and case histories.
• Prioritised workload effectively while meeting service level agreements and quality standards.
• Consistently achieved performance and customer satisfaction targets.
• Managed daily administrative tasks including data entry, document processing, and record keeping.
• Scheduled and coordinated appointments, calls, and follow-ups with customers and internal teams.
• Maintained and updated customer databases to ensure accuracy and completeness of information.
• Processed incoming and outgoing correspondence, including emails, letters, and internal communications.
• Prepared reports, spreadsheets, and customer summaries using Microsoft Excel and Word.
• Supported team operations by handling general office administration tasks and workflow coordination.
• Ensured all documentation complied with company policies and GDPR requirements.
• Assisted in processing customer requests, forms, and service applications accurately and efficiently.

BEP - secretariat