My current role includes handling billing enquiries for both consumer and business customers, ordering new equipment and organising repairs and exchanges, handling complaints, technical support, call handling and transfers.Prior to this role a held an administrative position where I handled setting up new accounts, processing account transfers, handling inbound email enquiries and requests, close working with account managers and spokespersons, liaising with Vodafone, EE and other network affiliates and 3rd parties and frequent use of Excel and other Microsoft applications. Key AchievementsBuilt and communicated rapport with consumer & business clients providing excellent customer experience by understanding the client and their requirementsProvided technical support for handsets and other devices including education and step-by-step manual configurations either via phone or emailEffectively communicated with customers to keep them updated in all aspects of current cases or ordersProvided support to other departments and made suggestions as how to improve overall customer sefvice delivery resulting in a better customer experience Maintained a high level of professionalism and attention to detail with both internal external written and verbal communicationsConsistently chosen and offered to provide constructive feedback to relevant departments when a process needs to be addressed and improved. As a result these suggestions were implemented resulting in an improved customer experience Proactively ensured relevant new documents and processes were delivered to my team and other departments where applicable ensuring we were all using the most updated processes and systems in order to provide excellent serviceOrchestrating team briefings to share new information and process changes

I was originally employed by evolve which was purchased by Onecom Ltd approximately 18 months ago.

As well as the Southend branch I worked at a few other stores around the country. My duties included selling to the public, management of accounts, deadling with customer challenges and queries, assisting with insurance claims, stock control and replenishment and cash and safe handling.I was also a store keyholder and out of hours emergency contact and provided training for new starters including managers and I also held the title of Help & Advice Manager where I dealt with customer complaints and had the authority to raise large credits where applicable.From this role I was promoted to the store Business Advisor where I set up business accounts and provided ongoing support