Sonia Gill

I am a results-driven business professional with a passion for exceeding objectives and service levels. With a strong focus on achieving targets, I thrive in fast-paced, sales-driven environments. As a self-motivated individual, I excel in taking on new challenges and delivering high standards of performance. My positive mindset, extensive knowledge, and hands-on experience make me a valuable asset, committed to driving success and contributing to team growth.

Customer Care Advisor - UK Mail - Milton Keynes

(2013-06 - 2016-05)

• I handled over 70 customer queries daily across telephone, email, and social media, ensuring each was resolved to satisfaction.
• I promoted first-contact resolution through Live Chat, delivering swift and effective solutions.
• I managed customer interactions professionally and efficiently, adhering to relevant legislation and utilizing the most appropriate communication channels.
• I investigated and responded to complaint letters within agreed SLAs, and resolved PayPal disputes from investigation to final resolution.
• I generated daily reports on customer collections and deliveries, enabling proactive management.
• I provided team performance statistics for management and board-level meetings.
• I maintained and fostered strong working relationships with colleagues across all 52 UK Mail sites, consistently achieving over 95% for UK Mail quality standards in both call and written communication.
• My commitment to excellence earned me a quarterly recognition award for 'Quality of Work

Customer Care Advisor - The Children’s Furniture Company

(2016-05 - 2017-08)

• I handled order and product queries via live chat, telephone, and email, while upselling products to increase average order value.
• Ran marketing campaigns during seasonal holidays and ensured timely responses to inquiries within a 24-hour confirmed SLA.
• Liaised directly with suppliers and couriers to arrange deliveries and coordinated with internal departments for order and delivery updates.
• Maintained full product awareness across the website and monitored call volumes, providing regular reports to management.

Sales Admisistration - Ace Fire and security

(2017-08 - 2018)

• I managed customer queries, providing timely resolutions, and ensured smooth order processing by reviewing and submitting correct paperwork.
• I planned surveyors' diaries to optimize appointment logistics and prepared quotations, as well as engineer's dockets.
• Additionally, I issued RAMS for site installations and collaborated across departments to address customer concerns efficiently.
• I handled account cancellations while exploring all options to increase customer retention, and conducted weekly audits to ensure projects were delivered on time and met client requirements.

Sales Admisistration Team Leader & Key Account manager - Ace Fire and Security

(2018-10)

• I provide daily direction to the sales team, ensuring all business needs are being met.
• I give my team relevant, up-to-date training and monitor SLAs to ensure they are adhered to.
• I handle customer queries and provide resolutions, and manage 300+ sites for our most established accounts.
• I plan surveyors' diaries to ensure appointments are logistically optimized and review contracts, submitting the correct paperwork for efficient order processing.
• I prepare quotations on behalf of surveyors and engineer’s dockets and issue RAMS to sites prior to installation when requested.
• I work across departments to resolve customer queries in an efficient and timely manner.
• I create work instructions, develop a training matrix, complete employee reviews, and provide feedback to directors.
• I am involved in upselling, using Salesforce for referrals and opportunities, and piloting new CRM systems while training staff members on their use.
• I am responsible for managing and overseeing our largest client account, ensuring that we meet and exceed client expectations while fostering long-term relationships.
• I regularly attend site meetings to identify opportunities for customer retention, process improvements, and upselling additional services.
• I develop and implement strategies that enhance operational efficiency and ensure compliance with internal and client standards.
• Additionally, I produce a comprehensive monthly dashboard that tracks account performance, including revenue growth, service delivery metrics, and compliance.
• I collaborate closely with internal stakeholders across various departments to ensure alignment with client needs and drive seamless service execution.
• I also developed a tailored growth plan for this account, which was approved at the Senior Director level, and I provide regular monthly reports on the progress and performance of the account.
• I am proficient in Excel for data analysis and reporting and in Word for documentation and reporting.

CIPD - Leadership and management (2024)

CMI Level 3 leadership and management Diploma - leadership and management (2019 - 2022)

Level 2 & 3 NVQ in Customer Service and an Apprenticeship qualification - Customer Service - UKMail (2013)

A Levels - General Studies (B), English (C), Mathematics (C) - Wootton Upper School

GCSE's - Business (A*) English language & literature (C) ICT (C) Textiles (C) Math (D) Science (D) Humanities (D) Science additional (D) Health and Social (D) - HASTINGSBURY UPPER SCHOOL