Abigail Eccles Email & Phone Number

Bournemouth, United Kingdom

Responsible for all aspects of Customer Service for the business covering the UK, Australia and the USA regions.Deliver an exceptional level of service to each customer by listening to concerns, answering questions and resolving issues.Management of Tawk.to CRM systemDeveloped new processes and tools for optimisation of the returns process, this has resulted in a marked reduction in the turn around times on exchanges and refunds. Monitor multiple data sources to keep track of all channels of communication including telephone, email, live webchat and social media.Supporting the Events Manager in the pre-event activities, set-up of stands and attending events.

Branksome

Lead the valuations department.Proactively contacted satisfied customers to offer additional services and products.Actively monitored accounts for bad debtors, contacting customers to expedite paymentsWorked directly with sales agents to ensure smooth end to end customer journeys.

First-line point of contact for customers experiencing IT issues both face to face and via email or phone.Triaged issues and escalated tickets to the most appropriate engineer/team.Prioritised tickets and self-organised to ensure resolution times were minimised, and Service Level Agreements not breached.Provided a professional and efficient service to ensure repeat business.Multi skilled working with four different systems.

Senior Sales, deputising Manager.1-2-1 coaching using GROW and SMART ObjectivesMonthly reviewsPDF management Compliance call scoring (FCA)InterviewsAnalysis of monthly and daily MI