Frances Reese

Versatile and customer-focused technical support representative with prior experience in sales and hospitality. Approachable with strong communication skills, confident and driven, with an exceptional record of exceeding targets. Skilled in building positive relationships, an adaptable problem-solver with a keen attention to detail while completing administrative and organisational duties effectively and efficiently.

Technical Support Agent at Verifone (2024-10 – Present)

• Provide professional, responsive support to clients, acting as a first point of contact.
• Adapt communication to suit people with varying levels of technical knowledge and needs.
• Issued high-quality customer service, consistently achieving CSAT scores that exceed expectations of over 90%.
• Resolved problems efficiently with a closure rate of over 85% without escalation.
• Processed casework through Salesforce, managed and maintained multiple cases of varying issues all within SLA guidelines.

Sales Advisor and Store Host at Currys (2023-06 – 2024-10)

• Built positive relationships with customers by delivering an attentive and personalised service that resulted in repeated client retention.
• Rapidly retained a vast product knowledge to provide a sales service which is informed, accurate and individually catered.

Team Member at Cineworld (2021-05 – 2023-06)

• Applied conflict-resolution skills when dealing with challenging situations, working towards positive outcomes for customers.
• Used active listening to deliver a welcoming and inclusive environment to all customers and adjusted the needs of vulnerable individuals.

Distinction in Music Production and Performance – Croydon College

9 including Math's and English – Charles Darwin School