Elizabeth Tyson

I am an organised, customer-focused, and results-driven Customer Service Specialist with over 20 years of experience delivering exceptional customer experiences and business support. With more than three years in a customer-facing technical support role within a technology environment, I have built strong customer relationships, resolved complex issues, and delivered effective solutions that improve customer satisfaction and loyalty. I have a proven track record of maintaining high service standards, achieving a 98.7% order accuracy rate and 100% SLA compliance for case resolution over a full year.

Experienced in customer service, complaint resolution, account management, technical troubleshooting, and remote diagnostics, I excel at understanding customer needs, managing expectations, and resolving issues efficiently. A strong communicator, I can explain technical information clearly to customers of all levels, ensuring a positive and seamless experience. I am proactive in identifying opportunities to strengthen customer relationships, support retention, and contribute to business growth.

Adaptable, dependable, and quick to learn, I thrive in fast-paced environments, working both independently and collaboratively to achieve the best outcomes. I am now seeking a new opportunity where I can apply my customer service expertise, problem-solving abilities, and commitment to delivering outstanding customer experiences.

Fleet Account Executive - Lightfoot

(2024-01)

• Manage a portfolio of 80+ customers with fewer than 75 units, building and maintaining strong, positive working relationships across all accounts.
• Maintain regular communication with key stakeholders, including internal teams and external customers.
• Ensure Salesforce is consistently and accurately updated.
• Handle customer exceptions and proactively review account activity to deliver a high standard of customer service.
• Ensure customers can access all available reporting data and fully understand how to navigate and use the online portal.
• Manage the renewal process for assigned customers to achieve targeted renewal KPIs.
• Identify opportunities for growth and upsell Lightfoot and additional products within the UK and international.
• Review and respond to customer queries promptly and professionally.
• Collaborate closely with colleagues who also support the same accounts to ensure a consistent and seamless customer experience.

Technical Support Associate - Lightfoot

(2021-01 - 2024-01)

• Acted as the primary Customer Support contact for assigned fleet accounts, overseeing fleet health, portal management, account updates, and day-to-day customer support.
• Diagnosed and resolved technical software and hardware issues with installed equipment, including Lightfoot core devices, dashcams, video recording failures, driver uploads, and device performance, using product knowledge and remote diagnostic tools with customer's engineers, to identify and implement effective solutions and timely resolutions.
• Remotely resolved device issues where possible, including deploying system and SMS updates to maintain fleet performance.
• Managed customer accounts through the Lightfoot Portal, including driver and vehicle assignments, fleet configurations, account activations, login credentials, and system updates.
• Provided customers with portal training and guidance, promoting self-service account management and maximising platform utilisation.
• Updated fleet settings and configurations to ensure devices remained aligned with customer needs and operational requirements.
• Proactively identified service improvement opportunities, contributing ideas and solutions to enhance customer support processes and overall service delivery.
• Managed customer cases from initial investigation through to resolution, taking ownership of the customer experience and ensuring accurate, professional communication throughout.

Customer Support Administrator - Careflex

(2019-01 - 2021-01)

• Manually process customer orders.
• Ensure accurate scheduling of orders in line with customers' delivery requirements.
• Handle general customer service enquiries and resolve complaints.
• Identify damaged parts for customers and arrange replacements where required.
• Process invoices and ensure all documentation is correctly completed for export orders.
• Support on-the-road assessors with their customer queries.
• Arrange collections with customers and the warehouse team.
• Maintain a strong understanding of all products and the parts required.

National Account Administrator - British Ceramic Tile

(2016-01 - 2019-01)

• Manage six national accounts: Tile Giant, Selco, Clifton Trade Bathrooms, Homebase, Tile Magic, and Howarth Timber.
• Manually process customer orders.
• Ensure accurate scheduling of orders to meet customers' delivery requirements.
• Handle general customer service enquiries and resolve complaints.
• Respond to general tile-related enquiries.
• Process invoices accurately and efficiently.
• Manage and resolve quality-related complaints.

Sales Executive - Emcas

(2013-01 - 2016-01)

• Assess the suitability of potential claimants.
• Support and assist new staff members.
• Meeting targets as required by the Company.

Customer Service / Trainee Team Leader - Sainsbury's - Paignton

(2003-01 - 2012-01)

• Independently manage the Customer Services area using sound judgement and common sense.
• Support and supervise colleagues to ensure smooth daily operations.
• Train new staff on company procedures and requirements.
• Ensure checkout areas were appropriately always staffed.

Diploma - Child Care - Paignton Community College (Sixth Form)

GCSEs - English, Maths, ICT, French, Science and Health & Social Care - Brixham Community College