Sharon Carter

I am a customer focused professional with over 15 years' experience, most recently I have worked within a digital environment serving customers via live chat and Asynchronous messaging. I consider myself a reliable and motivated individual with a strong work ethic who strives to gain first contact resolution for customers. I welcome feedback from management and peers to better my skillset and I am relied upon from team members to provide support.

I am very much a people person, and I am very customer focused with the ability to adapt to all types of customer types.

Customer Service Adviser - Npower - Houghton Le Spring

(2012-01)

• Responsible for serving customers via a voice channel and also communicating via live chat and asynchronous messaging.
• Deal with all aspects of queries within the billing journey, ensuring customer information is up to date on each contact.
• Ability to recognise complaint triggers and investigate to the root of the problem, following complaints procedure liaising with other departments to gain resolution, escalating where required.
• Having open and honest conversations, to ensure clarity for the customer and prevent repeat contact. While acting fairly and putting things right for the customer.
• Deliver excellent customer service and promoting services that are beneficial to each individual customer (e.g. vulnerable or ability to pay)
• I currently manage a workload of up to 7 customers when communicating via iMessage and WhatsApp (Asynchronous messaging) and when working live chat, as this is more demanding, I handle 2 customers at a time.
• I consistently achieve my key performance indicators (KPI's) and welcome feedback from management and quality to ensure my conversations are to the required standard of the business.
• I have experience of working with the following systems: SAP, ISU, Ecoes, Xoserve and the Royal Mail website.

Customer Adviser - Marks and Spencer - Middlesbrough

(2001-10 - 2004-05)

• Providing excellent customer service.
• Responsible for cash register, performing general sales, refunds, exchanges and cashing up.
• Replenishing stock on to the shop floor.
• Dealing with enquiries and complaints.
• Recovering the store as part of a team.

Mental Health Nurse Assistant - NHS Trust - Co. Durham and Darlington

(1997-03 - 2000-06)

• Providing support to the nursing staff in a mental health day unit.
• Arranging activities for the clients who attended and providing support in daily living skills (e.g. cooking, laundry, etc.)
• Recognising when clients became unwell and reporting to the staff.
• Signposting other resources available for clients with mental health.

Receptionist - Bodyline - Sedgefield

(1993-04 - 1997-02)

Assistant Manager - Bells - Sedgefield

(1987-04 - 1991-10)

O Levels - Sedgefield Community College