Kathryn Sharkey

A hardworking and conscientious customer service professional with extensive experience across administration, technical support, billing, collections and retail environments. Demonstrates strong communication skills, the ability to manage competing priorities, and a consistent commitment to delivering high standards of service. Confident working both independently and as part of a team, with proven experience in fast-paced, target-driven settings.

Regularly recognised for excellent customer feedback and a professional, empathetic approach to resolving customer queries and complaints.

Customer Service Administrator / Call Handler at Furniture Resource Centre (2024-01 – Present)

• Support the effective delivery of essential customer services, resolving issues promptly and escalating complex matters where required.
• Liaise with delivery partners to coordinate product deliveries, manage schedules and support efficient driver route planning.
• Maintain accurate records and support effective administrative processes.
• Assist with stock control to ensure information remains accurate and up to date.
• Organise and coordinate meetings, contributing to effective communication across teams.
• Investigate customer complaints and resolve issues professionally, demonstrating empathy, patience and understanding.
• Consistently provide a high standard of customer service across all interactions.

Technical Support Advisor at British Telecom / EE (2017-01 – 2020-12)

• Used multiple customer management and technical systems to investigate and resolve customer queries efficiently.
• Provided technical support for broadband and landline faults, diagnosing issues and guiding customers through appropriate resolutions.
• Built strong rapport with customers by delivering clear, supportive and professional communication over the telephone.
• Identified customer dissatisfaction and resolved complaints effectively to improve customer experience.
• Handled sensitive calls with empathy and professionalism, including matters relating to bereaved accounts.
• Adapted communication style to support customers with a range of accessibility and personal support needs.

Collections and Billing Advisor at British Telecom / EE (2020-01 – 2024-12)

• Managed instalment plans and liaised with debt collection agencies in line with business processes.
• Responded to general billing enquiries, including queries relating to VAT and non-VAT billing.
• Identified customers approaching the end of contract and supported appropriate package upgrade discussions.

Sales Assistant at Next (2014-01 – 2017-12)

• Processed customer transactions accurately and efficiently using till systems.
• Supported stock replenishment to maintain product availability and presentation standards.
• Assisted customers with stockroom requests and provided support with measuring and fitting children's footwear.
• Worked effectively in a fast-paced retail environment, particularly during peak trading periods including sales and Christmas.
• Maintained stockroom organisation and ensured stock was stored and managed appropriately.
• Supported visual merchandising activities, including product displays, mannequin presentation and store layout to help drive sales.

GCSE in Mathematics – St Julie's Catholic High School (2001-01 – 2006-12)

GCSE in English – St Julie's Catholic High School (2001-01 – 2006-12)

GCSE in Science – St Julie's Catholic High School (2001-01 – 2006-12)

GCSE in History – St Julie's Catholic High School (2001-01 – 2006-12)

NVQ Level 3 in Information Technology – St Julie's Catholic High School (2001-01 – 2006-12)

NVQ Level 3 in Media Studies – St Julie's Catholic High School (2001-01 – 2006-12)

NVQ Level 2 in Childcare – St Julie's Catholic High School (2001-01 – 2006-12)

NVQ Level 2 in Beauty Therapy – St Julie's Catholic High School (2001-01 – 2006-12)