Strong

Accomplished professional with extensive expertise in customer service and administrative support, adept at optimising client relations and enhancing customer satisfaction. Proficient in MS Office, Salesforce CRM, and GDPR knowledge, with a strong focus on legal compliance and security awareness. Demonstrates exceptional organisational skills, problem-solving abilities, and excellent telephone etiquette.

Committed to delivering client-focused service through empathetic listening and effective communication. Career goals include advancing in business administration roles to further develop skills in customer relationship building and office administration.

Customer relationship officer - Camden Council - London, Camden

(2024-09)

• Provide high-quality, citizen-focused support across multiple communication channels including phone, email, live chat, and social media.
• Investigate and resolve a wide range of enquiries by understanding individual circumstances, analysing information, and identifying appropriate solutions.
• Collaborate with internal teams and external partners to escalate complex issues and signpost residents to the most relevant services.
• Use active listening and thoughtful questioning to understand the full context of a resident's situation, not just the presenting issue.
• Connect residents with the right support services, ensuring a holistic and preventative approach in line with Camden's inclusive values.
• Maintain a strong working knowledge of Camden Council's services and community initiatives, as well as an overview of partner organisations.
• Help residents navigate services confidently, providing clear, up-to-date information to support informed decision-making.
• Apply council policies and procedures with integrity, using professional judgement to balance consistency with flexibility where appropriate.
• Respect confidentiality and data protection standards in all interactions.
• Work confidently across multiple digital systems and CRM platforms to access and record information efficiently.
• Communicate safely and professionally online, upholding Camden's standards for digital inclusion and responsible use of technology.
• Manage time effectively in line with service expectations and rota requirements.
• Demonstrate flexibility by supporting different service areas as needed, contributing to a collaborative and agile workforce.
• Engage with empathy and patience during difficult conversations, using de-escalation and negotiation skills to reach positive outcomes.
• Tailor communication to suit diverse audiences, ensuring services are accessible and inclusive.
• Maintain accurate, timely records of all resident interactions, ensuring continuity of care and service quality.
• Use Camden's CRM systems and databases to track resident history, preferences, and outcomes.
• Utilised CRM tools for effective management of customer interactions.

Scheduling Administrator - Hyde Housing Association - London

(2021-11)

• Taking repairs calls from residents which also including pest control and Damp and mould calls asking the correct questions and raising the job on Salesforce and then dispatching the job to the Contractors/Engineers or raising jobs with external contractors.
• Organise and manage Contractors/Engineers diaries efficiently and also co-ordinate and monitor the schedules of the field Contractors/Engineers to ensure optimal productivity. This includes arranging/booking appointments, scheduling and rescheduling maintenance visits, and making sure the Contractors/Engineers are aware of their daily schedules.
• De-escalated objections and disputes professionally to maintain customer satisfaction.
• Thoroughly monitored compliance with customer service standards to maintain stellar industry reputation.
• Answered 40+ telephone calls per day with professionalism.
• Handled in-person, email and mailed correspondence.
• Uphold data accuracy on internal Salesforce database.
• Offered prompt solutions to maintain customer satisfaction.
• Arranged viewings to assess and arrange housing repairs with external providers. Identified, responded to and coordinated housing repairs for tenants to support facilities management and oversee wear and tear.
• Adhered to GDPR.
• Analysed clients' financial status, discussing financial options and developing strategies for budgeting to set up positive direction for maintaining housing.
• Dealt with complex housing situations professionally to organisational policies.
• Processing rent payments and service charges and setting up payment plans to collect arrears and also setting up direct debits on All pay for customers and residents.
• Attended mandatory in-house and external training for safe-guarding children and vulnerable adults.
• Recorded detailed conversation notes into CRM system to maintain continuous customer service.
• Answered incoming calls within 5 seconds to efficiently address client needs.
• Utilised Salesforce expertise to accelerate productivity and increase growth.
• Regularly updated Salesforce with accurate, up-to-date account information, enabling appropriate ongoing client care.
• Safeguarded sensitive and confidential data in compliance with security best practices.
• Worked with tireless drive and determination to consistently exceed KPI targets.
• Asked customer security questions before providing personal details, following confidentiality laws.
• Maintained 8 minute average call duration by processing enquiries and navigating system efficiently.
• Strived to meet and exceed call centre targets while maintaining excellent customer care.
• Worked closely with customer service manager to communicate matters affecting service levels, personnel issues and customer requirements.
• Carried out quick risk assessments by asking callers concise questions, providing safety advice based on situations.
• Communicated with clients, landlords, tenants and contractors to offer exceptional service in managing rental properties.
• Managed tenancy renewals, securing necessary fees from landlords and tenants.
• Dealt with nuisance issues impacting tenant happiness and occupancy rates.
• Demonstrated compassion in dealing with stressful situations to pacify and be proactive in solving problems.
• Supported clients with housing benefit applications and guidance to secure suitable funding.

Case Preparation Executive - Solex Legal Services - Bromley

(2020-02 - 2021-09)

• Completed all paperwork, recognizing any discrepancies and addressing them in a timely fashion.
• Carried out day-by-day duties accurately and efficiently.
• Delivered exceptional level of service to each customer by listening to concerns and answering questions.
• Detailed payment options and transferred customers to billing department for payment or further questions regarding bill.
• Maintained accurate and current customer account data with manual forms processing and digital information updates.
• Performed various clerical duties by filing and faxing documents and creating customer databases.
• Documented and detailed calls and complaints using call centre's CRM database.
• Initiated termination of customer contract upon request.
• Met all customer call guidelines including service levels, handle time and productivity.
• Effective liaison between customers and internal departments.
• Delivered prompt service to prioritize customer needs.
• Answered average of 60 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
• Recommended products to customers, thoroughly explaining details.
• Entered client application data into loan processing systems to determine loan acceptance and amounts.
• Examined loan document entries and reconciled against client paperwork to complete required loan processes.
• Safeguarded sensitive financial information, protecting client privacy through stringent compliance with data protection laws.
• Maintained consistent and updated client records in company CRM system to improve data tracking and account service.
• Supported client mortgage processes by assisting with applications and financial documentation requirements.
• Followed up on applications to gather missing information and clarification on client requirements and financial records.
• Liaised with mortgage lenders, solicitors and valuers to facilitate underwriting process and loan completion.

Customer Service Advisor - Halfords - London

(2019-04 - 2020-01)

• Helped customers complete purchases, locate items and join reward programs.
• Organized store merchandise racks and displays to promote and maintain visually appealing environments.
• Used consultative sales approach to understand customer needs and recommend relevant offerings.
• Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
• Greeted customers and helped with product questions, selections and purchases, including in-store and e-service transactions.
• Maintained clean sales floor and straightened and faced merchandise.
• Offered each customer top-notch, personal service to boost sales and customer satisfaction.
• Used POS system to process sales, returns, online orders and gift card activations.
• Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
• Issued receipts and processed refunds, credits or exchanges.
• Balanced and organized cash register by handling cash, counting change and storing coupons.
• Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
• Informed customers of current store promotions to encourage additional sales purchases.
• Supported efficient and timely replenishment of sales floor merchandise.
• Stocked merchandise, clearly labelling items, and arranging according to size or colour.
• Kept tills, sales floor and storeroom clean and well-maintained with regular housekeeping.
• Used smart upselling and cross-selling techniques to increase customer order value, making suggestions based on product purchases and needs.
• Built and maintained relationships with customers to encourage consistent repeat business.
• Handled customer returns and exchanges, collecting feedback to improve products and services.
• Politely and promptly answered external phone calls, helping with store queries and complaints.
• Utilised visual merchandising skills to create a welcoming store environment.
• Assisted in unloading and unpacking store deliveries onto shop floor, conducting shelf dressing and visual merchandising.
• Maintained extensive knowledge of store offerings to select products best matching customer needs.
• Consistently exceeded monthly sales targets through diligent customer service and active selling techniques.
• Kept cool, calm and collected when dealing with upset customers, offering smart solutions to issues, maintaining customer satisfaction.
• Assisted customers in locating specified products on the sales floor, as well as explaining product range where required.
• Provided detailed, tailored product information to customers to assist with purchases.
• Processed customer payments at checkout using POS system, providing change and offering gift-wrapping services when required.

Massage Therapist - Self Employed - London

(2011-01 - 2019-02)

• Provided safe, effective and appropriate massage therapy techniques during customer appointments.
• Maintained client treatment records and designed long-term care programs for return customers.
• Spoke with clients regarding health history, expectations, services and procedures for safety and customer satisfaction.
• Maintained care products inventory and inspected equipment and selling areas for stock checks and organization.
• Grew sales with great work ethic, individualized beauty care plans and positive attitude.
• Stimulated energy flow along medians to channel body healing responses.
• Created marketing advertisements to increase awareness of services and boost sales.
• Booked appointments, answered phones, greeted clients, handled payments and created client service tickets.
• Performed massages for clients using various therapeutic methods, including hot stone, Swedish, deep tissue, sports and pregnancy.
• Assessed clients carefully to determine massage needs and potential problems due to individual physical conditions.
• Prepared blends of plant-based oils to aid in massage through direct warming and aromatherapy.
• Advised clients on lifestyle changes to improve alignment, posture and gait for better long-term wellness.
• Received and processed stock into inventory management system.
• Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
• Conducted research, gathered information from multiple sources and presented results.
• Served customers in a friendly, efficient manner following outlined steps of service.
• Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment.

Telephone Interviewer - CRS RESEARCH - Victoria

(2008-05 - 2010-01)

• Gathered data and insights from participants during telephone interviews.
• Followed call centre protocols when notifying participants of call purpose and use of information.
• Provided quality customer service.
• Documented records of call information.
• Administered phone interviews to 30 participants per day.
• Delivered information from script regarding surveys for on-demand phone project assignment.
• Conducted interviews with participants to assess eligibility.
• Explained questions in better detail for interviewees to allow truthful answers.
• Obtained updated contact information from all subjects and verified data for accuracy.
• Coded data from participant interviews.
• Developed and maintained courteous and effective working relationships.

Retail Sales Associate - Timpsons - St. Paul's Station

(2002-03 - 2007-08)

• Helped customers complete purchases, locate items and join reward programs.
• Checked pricing, scanned items, applied discounts and printed receipts to ring up customers.
• Organized store merchandise racks and displays to promote and maintain visually appealing environments.
• Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
• Answered questions about store policies and addressed customer concerns.
• Maintained clean sales floor and straightened and faced merchandise.
• Offered each customer top-notch, personal service to boost sales and customer satisfaction.
• Used POS system to process sales, returns, and gift card activations.
• Balanced and organized cash register by handling cash, counting change and storing coupons.
• Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
• Supported efficient and timely replenishment of sales floor merchandise.

Diploma - Anatomy, Physiology and Pathologies - Bromley Adult College (2012-09 - 2014-05)

NVQ Level 2 - Business Administration - Lewisham College