Customer Experience and Customer Service Professional

Provided customer and stakeholder support, responding to enquiries and following issues through to resolution. Coordinated customer information, documentation, and records to support reliable service delivery.

Managed administrative and customer-facing tasks while maintaining accurate operational records. Liaised with internal teams and stakeholders, prepared reports on recurring issues, and supported the standardisation of customer service processes and daily workflows.

Managed more than 50 customer enquiries and complaints each day through phone, email, and chat while maintaining 95% SLA compliance. Resolved complex complaints and returns cases in collaboration with logistics, finance, and technology teams.

Supervised and supported dispute analysts, contributing to a 20% improvement in case resolution time. Implemented process improvements that reduced escalations by 15% and maintained case records in Zendesk, Salesforce, HubSpot, and Magento.

Responded to customer enquiries regarding products and services and worked to deliver prompt, satisfactory complaint resolutions. Provided personalised support and clear information across customer interactions.

Maintained accurate customer interaction records in CRM systems. Escalated complex matters appropriately and followed up on outstanding cases to ensure timely resolution.

Supported customers and vendors with enquiries about orders, deliveries, and services through in-person, email, online, and telephone channels. Served as an escalation point for complex customer issues.

Monitored customer feedback and surveys to support corrective actions. Assisted with order fulfilment, vendor shipment quality checks, and accurate order processing through online systems.

Provided after-school academic support to primary and secondary school pupils through one-to-one and small-group sessions six times per week. Helped pupils with homework, subject understanding, and exam preparation.

Adapted explanations and learning activities for different abilities and learning needs. Developed strong communication, patience, and interpersonal skills through regular engagement with pupils of different ages.

Bachelor of Science (Hons) in Geography.