I currently work part time in an inbound customer contract centre as a retention sales advisor. My key role is to respond to incoming enquiries from customers wishing to disconnect their service with o2. I use specific questioning and analyse the customer’s response in order to ascertain the reason for their request.I evaluate the customer’s account in order to offer an incentive and reason to stay with o2. I balance the needs of the business with those of the customer to ensure a solution makes good business sense whilst maximising the customer’s experience. I use effective communication and ensure to build a good rapport with the customer to entice them to stay with the network. It has not only increased my confidence to use my own initiative in difficult situations but also developed the fundamental skill of listening. I work against a monthly target in which I exceed frequently.

During my work placement at Slater and Gordon Lawyers I worked as a legal research assistant every Tuesday over the course of 5 weeks. I researched a number of different areas including divorce, neighbor disputes, employment, wills and motor accidents. I would receive on average around 6-8 cases a day which gave me skills on how to manage my time effectively. I would receive good feedback and suggestions on how to improve my skills of research by relating the law back to each individual client.

I worked in Ted Baker as a sales assistant for two years in Liverpool One whilst studying my degree. This job developed my communication skills to an excellent standard as I had to deal with customer's queries and concerns on a day to day basis. I also worked on the till every weekend which I accurately and efficiently handled money with customer transactions. I worked within a team of 30 employees who all worked towards a monthly and weekly target together. Towards the end of my time at the company I was given more responsibility over the stock and worked as an accessory specialist. I would then be able to delegate further tasks to different employees.