Front line call handling in a busy inbound call centre that's taking up to 25,000 calls a day for 2 different clients. The main role was to assess patients who call into the service requiring non urgent medical attention, then direct them to the most appropriate service to ensure they receive the right level of care. My other duties were to provide local service information and dealing with general health and medication enquiries (non-symptomatic calls). I also liaised in house with Nurse Advisors, Clinical Leads and Shift Managers as well as external contacts such as Out of Hours, GP surgeries and The Ambulance Service.

Taking inbound calls, resolving general queries and complaints regarding customer orders. Pre-delivery calls consisted of creating and amending customer orders, allocating stock, deliveries and up-selling Express Delivery. Post-delivery calls were mainly processing and resolving customer complaints relating to damaged furniture. Negotiation skills were needed to ensure the right outcome was achieved for both the consumer and the business. The role was KPI focused.

Complaint handling and providing resolution to complaints in line with company standards, I was responsible for feeding back to Senior Management and provide them with insight surrounding trending complaint drivers to improve both the products and services we offer. I was responsible also for monitoring and removing website users who went against our terms and conditions to prevent fraudulent and circumvention behaviour. I worked closely with our Press and Legal teams to assist in resolving high profile cases and protect the company brand. I also contributed to training new starters, quality monitoring agent calls, I coached and upskilled trained existing members off staff when new processes or products were launched. I left due to moving house and starting a new life with my partner of 3 years.

Front facing customer service role in a busy call center environment. Providing service for both home-owners and holiday makers who use the website to rent and book holiday homes around the world. The role consists of answering in bound calls and communicating with customers via email and ensuring their queries are resolved efficiently but effectively. Other roles include; assisting home-owners with bookings, making advert updates, and handling general queries. We use Sales-force a system for recording all communication with customers also used also for liaising with other internal departments such as management and finance.