Customer Service Adviser at Oliver Bonas (2025-09 – 2026-02)
Popular British lifestyle retailer
- Resolved call, email and live chat queries with speed and quality.
- Integrated well into the company motto of work hard, play hard, be kind.
- Picked up new skills and processes quickly to assist other new recruits
Personal Development Period at Personal Development (2024-04 – 2025-08)
Used this period wisely for reflection, adjustment, realignment and working on personal creative writing projects, after an incredibly high-pressure period for energy and telecoms companies from March 2020. Volunteered in a holistic retreat centre in Scotland called Lendrick Lodge, picking up many new skills and making many meaningful new connections. Further developing personal and interpersonal skills.
CEO Team Complaints Executive at Utility Warehouse (2019-02 – 2024-03)
Utilities company for both energy and telecommunications services
- Responsible as the final point of resolution for escalated customer complaints within the company. Prevented multiple complaints going to the Energy Ombudsman and resolved many high-level complaints for loyal and valued customers. Resolved complaints that had been open in the company for months, using extensive industry understanding, innovation and internal company knowledge.
- Composed and adapted quickly in a pressurised environment, resolving highly difficult energy complaints and additionally telecoms complaints. Utilised teamwork skills in adapting to constant changes. Coached new starters and was senior member of CEO team advising on how to use systems, approach high level complaints and which departments to contact to resolve multiple issues within a complaint.
- Always relied on within the complaints department for in depth knowledge of the company, sector and as support for agents. Senior agent in CEO team with extensive knowledge of the company processes and ability to resolve high level complaints. Well versed using the Zendesk system.
- Started in the company as part of an innovative new team to take calls, emails and boost quality in a new multi-skilled correspondence team. Quickly understood complex industry knowledge and processes.
- Promoted to Complaints department after eight months. Excelled as part of the innovative Executive shortly after. Handled telecoms complaints without training and adapted through taking calls. Handled high level complaints addressed to the CEOs and directors of the company. Handled complaints from many teams across UW. Managed Trustpilot reviews and complaints. Progressed into the CEO team as a senior team member handling complaints directly to and from the CEOs. Consulted as part of quality assurance and quality control processes regularly and consistently applying highest standards.
- Ensured high quality standards and compliance were met with complex complaints. Consistently met compliance standards in the company and adapted to compliance changes within the industry. Resolved previously unresolved complaints with best result focus. Set reasonable expectations for customers where promises had previously been broken. Did the utmost possible to reach a suitable resolution for customers in difficult circumstances regarding vital energy or telecommunications services in the home.
Ticketing Projects Adviser at Transport for London (2017-02 – 2019-01)
Transport for London
- Resolved call queries before moving to a specialised elite team dealing with more complex cases with a mix of calls and written enquiries
- Supported the business by resolving a variety of correspondence inboxes and with TfL stakeholders to improve the customer service experience
- Collaborated widely with various TfL departments on the launch and reception of the TfL App
- Created the informative weekly App Feedback newsletter highlighting the best comments and trends
Content Consultant at Various (2015-10 – 2017-01)
Worked with Himalaya Teas and Punditto app
- Consulted with Himalayas Tea to relaunch their website and boost their image
- Collaborated with sports punditry app 'Punditto', to create content and strategy
- Worked on varied projects to deliver content and strategy
