Julie Wright

I am an honest, reliable, hardworking individual, educated to an NVQ Level 3 in Customer Service, possessing strong communication skills and excellent time management skills. My experience has been acquired throughout the various roles I have held throughout my employment; mainly consisting of customer service and administration-based positions, with my skillset and experience being increased further whilst being employed during my previous role at Capita Plc, where I held nine years of service. I am an organised, enthusiastic, vibrant and friendly individual, who enjoys learning new skills and challenges, who has a positive attitude to life and work.

Tele-Based Customer Service Adviser at Safety Kleen (2025 – 2026)

• First point of contact; delivered outstanding and friendly customer service to clients, via inbound calls and emails.
• Provided support to customers professionally and promptly via live chat and strengthening and maintaining client relationships by pro-actively reaching out to customers.
• Updated the SafetyKleen’s CRM; ensuring accurate data entry, updates, paying particular attention to ensure enquiries and/or complaints were allocated, monitored and escalated, securing swift outcomes, including logging and tracking activities through the CRM guaranteeing seamless communication.

O2 Customer Service Adviser at Capita Plc (2022 – 2025)

• Worked remotely and in the office.
• Delivered support to O2 customers on: payment plans, billing issues and overdue accounts.
• Handled vulnerable customer cases with care, following compliance protocols.
• Met and exceeded KPIs in call quality, customer satisfaction and resolution time.
• Maintained accurate records and ensured GDPR compliance.

Thames Water Customer Service Adviser at Capita Plc (2020 – 2022)

• Managed billing and service queries via telephone, email and webchat, maintain a high standard of customer service throughout.
• Resolved queries and disputes efficiently and ensured data accuracy.
• Always met and often exceeded quality targets set; I resolved complex billing issues efficiently, leading to a 15% reduction in repeat calls and improved customer satisfaction scores.

DWP Universal Credit & National Insurance Contact Centre Adviser at Capita Plc (2019 – 2020)

• Assisted claimants with benefit and national insurance queries during the peak period of COVID-19.
• Maintained professionalism in high-pressured environments and dealt with complex issues appropriately; I escalated complex cases smoothly, resulting in swift resolutions and improved customer service outcomes.
• Completed work tasks with accuracy, whilst maintaining resilience during national response efforts.

HR Recruitment Administrator at Capita Plc (2016 – 2019)

• Co-ordinated internal recruitment; including candidate screening and interview scheduling.
• Maintained applicant data using the Taleo and Workday systems.
• Contributed to improved hiring efficiency; I achieved this by streamlining the interview scheduling process, which decreased the co-ordination time by 30%.

6 GCSE A – C Grades in including English and Maths

NVQ Levels 1, 2 & 3 in Customer Service

Succeed Programme in LND (in-house qualification for customer service)