Caroline Johnson

Customer service and administration professional with 15+ years' experience across financial services, fitness, retail and logistics. A calm, accurate and empathetic communicator who builds trust quickly with customers and colleagues, whether handling day-to-day queries, processing a regulated transaction, or supporting a team through a busy shift. Raised in a bilingual household and a native speaker of both English and German.

EU citizen (German passport) with full right to live and work in Portugal, currently seeking remote customer service opportunities.

Supermarket Assistant — Night Operations - Waitrose & Partners - Horley, UK

(2024-04 - 2026-02)

• Picked and packed customer orders to strict accuracy and productivity targets on every shift.
• Managed stock levels across multiple departments independently overnight, with minimal supervision.
• Maintained full compliance with health, safety and food handling standards throughout.
• Collaborated with the night team to keep operations running smoothly during high-volume periods.

Customer Service Advisor (Remote) - Echelon Fitness UK Ltd. - London — 100% Remote

(2021-10 - 2024-04)

• Managed daily customer calls and emails, resolving membership, billing and equipment issues efficiently and professionally.
• Logged and tracked every customer interaction in Zendesk CRM, maintaining accurate records for the wider team.
• Owned equipment troubleshooting and replacement-order queries end-to-end, coordinating with engineering, sales and tech teams.
• Triaged customer issues calmly and accurately, resolving routine queries directly and escalating formal complaints to the dedicated complaints team.

Remote Self-Employed Personal Trainer - Self-Employed - London & Surrey

(2020-02 - 2021-09)

• Built and ran an online personal training business, managing the full client journey from enquiry to results.
• Designed personalised training and nutrition plans using MyPTHub, with weekly client check-ins.
• Kept qualifications and programming current with ongoing industry developments.

Funeral Plan Settlements Administrator - Golden Leaves Ltd. - Croydon

(2018-01 - 2020-02)

• Calculated funeral plan settlement figures with a high degree of accuracy under time-sensitive, emotionally sensitive circumstances.
• Communicated compassionately with clients, next of kin and funeral directors regarding plan details.
• Processed payments and documentation promptly, escalating settlement disputes to the complaints team where needed.

Funeral Plan Allocation Co-ordinator - Golden Leaves Ltd. - Croydon

(2015-06 - 2017-12)

• Matched pre-need funeral plans to customers' preferred funeral directors, negotiating acceptance and explaining products clearly.
• Ensured all work met FCA regulations and industry Code of Practice.
• Kept colleague and customer records accurate and current across the allocation process.

Administrative Assistant - Golden Leaves Ltd. - Croydon

(2010-08 - 2015-05)

• Processed plan applications, payments and member documentation for a regulated financial services product.
• Handled customer, funeral director and next-of-kin enquiries by phone and email with care and discretion.
• Maintained an accurate customer database and managed stock/literature requests for internal and external stakeholders.

Assistant Boutique Manager - Ghost London - Clapham

(2007-09 - 2010-07)

• Ran daily sales, stock and staffing operations for a busy fashion boutique, training and supporting the sales team.
• Handled customer complaints fairly and maintained store policy standards.

Level 2 Gym Instructor & Level 3 Personal Trainer - Fitness - Lifetime Training (2018 - 2019)

BTEC Level 3 Fashion & Textiles - Fashion & Textiles - Croydon College (2002 - 2004)

Mittlere Reife - General Education - Karl Erhart Realschule (1997 - 2002)