Customer Service Adviser
Summary
Customer service adviser with five years in high-volume phone, email and live-chat support for an online retailer. Known for calm de-escalation and for fixing the causes of complaints, not just the complaints. Looking for a senior adviser or team lead role.
Experience
Senior Customer Service Adviser
Brightwell Home Retail · Leeds, UK
Online homeware retailer, about 400,000 orders a year.
- Handle around 60 phone, email and chat contacts a day with a 94% customer satisfaction score, against a team average of 87%.
- Cut repeat complaints about late deliveries by about a third by setting up a weekly review with the warehouse team.
- Trained 6 new advisers on Zendesk, returns policy and complaint handling; all passed probation.
- Act as the escalation point for the shift, resolving most escalated cases without a manager.
Customer Service Adviser
Northgate Energy Services · Bradford, UK
Energy supplier contact centre.
- Answered 70+ inbound calls a day about bills, meter readings and payment plans.
- Set up payment plans for customers in arrears, reducing the team's referral rate to debt collection.
- Rated in the top 10% of advisers for first-contact resolution in 2022.
Sales Assistant (part-time)
Kirkgate Books · Leeds, UK
- Served customers at the till and online click-and-collect orders; handled returns and gift card queries.
Education
A Levels: English Language, Business, Psychology
Leeds City College · Leeds, UK