Trading Support Advisor - Asda
(2024-06 - 2026-08)
Key Responsibilities
- Responding to telephone calls/emails to resolve problems such as wrong orders, delivery issues, payments, warranties, exchanges, and refunds.
- Handled Trading role solely by myself when my colleague retired so I adapt very easily.
- Logged all store/customer interactions accurately in the CRM database.
- Offering advice to stores/customers in a professional and efficient manner.
- Working in compliance with high trading service standards and company practices.
- Utilising interpersonal communication skills when engaging with stores and customers.
- Ensuring that stores receive exemplary trading advice during all contact points with the company.
- Advised stores on policy for returns/exchanges and refunds assistance.
- Actioned outbound calls/emails to update stores and resolve open cases.
- Other duties included were data input, target management, tech support, troubleshooting, logging/investigating fraud activity, analytical duties, administrative tasks such as invoicing.
- Achieved the highest performance levels and quality trading care, meeting and exceeding required KPIs and targets over 97%.
- Always maintained good grades for monthly reviews by exceeding monthly targets over 95%.
- Achieved the highest evaluation score levels of over 95% for End of Year Performance review.
- Resolved trading impacting incidents and ensured timely resolution via phone and email.
- Achieved a line of communication between stores and gift card team which reduced time and increased store efficiency and service quality to customers.
- Liaising with stores and internal departments for investigative purposes such as fraud.
Supply Helpdesk Advisor - Asda
(2023-06 - 2024-06)
Key Responsibilities
- Responding to telephone calls/email to resolve problems such as wrong orders, invoice issues, remit payments.
- Logged all client/buyer interactions accurately in the CRM database.
- Working in compliance with high trading service standards and company practices.
- Utilising interpersonal communication skills when engaging with suppliers.
- Ensuring that suppliers receive exemplary service during all contact points with the company.
- Liaising with buyers and suppliers to ensure timely communications and resolutions.
- Other duties included were data input, target management, tech support, troubleshooting, analytical duties, administrative tasks such as checking remits, chasing outstanding store invoice payments.
- Achieved the highest performance levels and quality customer care, meeting and exceeding required KPIs and targets.
- Achieved 30% increase in KPIs by utilising service knowledge in a timely manner.
- Achieved a 93% first-call resolution rate by resolving queries quickly and efficiently.
Asda Rewards Advisor - Asda
(2022-06 - 2023-06)
Key Responsibilities
- Responding to telephone calls/emails to resolve problems such as app missions not updated.
- Compensated customers to assist in resolving missed app rewards.
- Logged all client/buyer interactions accurately in the CRM database.
- Advising technical advice to resolve app technical issues whilst on the call.
- Liaised with Technical Support team to report app breakdowns.
- Offering advice in a professional and efficient manner.
- Liaised with fraud team to report fraudulent activity.
- Working in compliance with high trading service standards and company practices.
- Utilising interpersonal communication skills when engaging with customers.
- Promptly attending to customer requests to exceed KPIs.
- Ensuring that customers receive exemplary customer service during all contact points with the company.
- Achieved the highest performance levels and quality customer care, meeting and exceeding required KPIs and targets by 94%.
- Achieved a 95% first-call resolution rate by resolving customer issues quickly.
- Successfully liaised with Fraud Team in 30 claims to save company £60,000 in damages.
Asda Customer Service Advisor - Asda
(2019-06 - 2022-06)
Key Responsibilities
- Responding to telephone calls/emails to advise on customer payments issues, advise return policy for exchanges and refunds.
- Offering advice in a professional and efficient manner.
- Working in compliance with high trading service standards and company practices.
- Utilising interpersonal communication skills when engaging with customers.
- Liaised with fraud team to report fraudulent activity.
- Ensuring that customers receive exemplary customer service during all contact points with the company.
- Actioned outbound calls to update customers to resolve open cases.
- Resolved customer complaints in a timely manner usually whilst on the call to maintain customer retention.
- Achieved the highest performance levels and quality customer care, meeting and exceeding required KPIs and targets.
- Achieved 25% increase in KPIs by utilising product and service knowledge in a timely manner.
- Achieved a 97% first-call resolution rate by resolving queries quickly and efficiently.
- Achieved the highest evaluation score levels of over 98% for End of Year Performance review.
Customer Service Advisor - Furniture Choice
(2018-09 - 2019-02)
Key Responsibilities
- Responding to telephone calls to resolve problems such as wrong orders, delivery issues, payments, warranties, exchanges, and refunds.
- Arranged deliveries and collections for customers and suppliers.
- Liaised with couriers, customers and lenders via phone, email and webchat.
- Working in compliance with high trading service standards and company practices.
- Utilising interpersonal communication skills when engaging with customers.
- Logged customer returns on the CRM system efficiently.
- inputting sales orders via credit/debit card payments on the CRM system.
- Resolved complaints via phone/email in an efficient manner.
- Other duties included conducting security checks on web orders, admin tasks such as invoicing, organising repairs for store.
- Picked up the job within 2 weeks and even helped new trainees for complex queries.
- Achieved 20% increase within one month for KPI performance reviews conducted monthly.
Customer Service Advisor - A to Z Legal Services, Halifax - Halifax
(2008-01 - 2018-08)
Key Responsibilities
- Responding to telephone calls/emails to update case files with customer updates.
- Liaised with courts, customers and fee-earners via phone, email and webchat.
- Assisted fee-earners in helping create legal briefs, motions and pleadings.
- Administrative tasks such as checking daily post for updating on current case files.
- Working in compliance with high trading service standards and company practices.
- Scanned relevant documents onto CRM system to maintain case-file updates.
- Other duties included customer support, problem resolution, resolving customer complaints, data input, target management, handling payments, resolving queries, secretarial tasks, customer liaison, internal/external queries, account management, document chasing, meeting deadlines.
- Picked up the job within 1 week and even helped new trainees for complex queries.
- Upheld temporary managerial role to maintain staff and new trainees due to staff sickness.
Customer Service Advisor - Raz Legal Services - Nottingham
(2006-10 - 2008-12)
Key Responsibilities
- Responding to telephone calls/emails to update case files with customer updates.
- Liaised with courts, lenders, customers and fee-earners via phone, email and webchat.
- Administrative tasks such as filing, scanning/photocopying documents for updating on current case files.
- Working in compliance with high trading service standards and company practices.
- Scanned relevant documents onto CRM system to maintain case-file updates.
- Reviewed documents for Civil Class Action lawsuits.
- Maintained ongoing communication with opposing parties from discovery to trial phase.
- Other duties included customer support, problem resolution, resolving customer complaints, data input, target management, handling payments, resolving queries, secretarial tasks, customer liaison, internal/external queries, account management, document chasing, meeting deadlines.
- Picked up the job within 2 weeks and even trained new starters to teach company policies and practises.
- Upheld temporary managerial roles
