Theresa Cole

I am a hardworking, reliable individual, with lots of enthusiasm for my career and personal life. I am looking for a position, which will utilise my existing skills. I am certainly eager to learn new skills to expand my knowledge. I work well as part of a team, and also individually. I interact and communicate well with members of the public and also other colleagues on all levels. I am looking for a career in which I can expand and develop, both personally and professionally.

Customer Service Assistant - Vauxhall Pentagon Derby - Derby

(2011-01)

In my current role the skills include;

• Using a system called keridge to book appointments.
• Progress checks to organise loans and check parts for the cars.
• Arranging car collection, delivery and time slot appointments.
• Using a system called emac to raise service plan quotes
• Checking CSI for all service history and raising jobs for the workshop.
• Raising all job cards, seeing people in and gaining authority for jobs to be done from customers invoice payments.

Customer Service Advisor - Teleperformance - Ashby de la Zouch

(2005-02 - 2011-12)

Answering inbound calls for the Identity and Passport Service, which included;

• Answering queries from the general public within a secured unit, dealing with complaints, highly sensitive and highly confidential information. This position also required me to have a security clearance to CTC level.
• Booking passport appointments.
• Checking progress for passport applications.
• Trained as a customer service advisor on a number of other campaigns which included, The Department of working pensions, the organ donor line and the foreign and common wealth office.
• Coaching and mentoring a team of 12-15 agents
• Developing and encouraging new agents to fit within the team
• Following the TOPS programme – this was a company standards and performance system.
• Monitoring call quality and compliance within the team
• Giving Feedback to the agents.
• Issuing lateness and return to work after sickness statements to agents.
• Issuing positive and negative recorded conversation paperwork to agents when necessary.

Medicine Counter Assistant - Mason and son - Belvoir Road, Coalville

(2003-01 - 2004-12)

I worked as a Medicine Counter Assistant, in which I had to have excellent customer service, as I worked with the public on a daily basis, helping them with their prescriptions and also cash handling.

Assistant Manager - Johnsons Cleaners

(2002-01 - 2003-12)

I worked as an Assistant Manager in the store. I assisted the manager with all of their duties and ran the store if they were absent. I dealt with the public on a daily basis taking payments and helping with their queries. I was also entrusted with cashing up and money handling.

Voluntary Advisor - Citizens Advice Bureau

I have worked for the Citizens Advise bureau in a voluntary position. During this time I gained a valuable insight into assisting people with various aspects of their lives, the law and some of the legislation which affects statutory rights. I was able to give advice on benefits, sign post people to appropriate agencies and liaise on their behalf with housing associations and other organisations.

GCSE

NVQ level 2 - Customer Service – Health and Guidance