Detail orientated and highly motivated self-starter. Excellent written correspondence with 10 years with the customer service industry.• Taking ownership of escalated complaint cases via phone, text chat, email and post, plus use of Salesforce and BT Cloud (this includes dictation of customer’s issues and recording on correct systems including Microsoft office)• Speaking to customers in regards to their issues concerning their vehicles, including management of good will gestures, knowledge of warranties and a technical working knowledge of vehicles for Renault and Dacia in UK and Ireland. These issues are resolved in an efficient and timely manner.• Answering calls and emails daily to customers for enquiries in regards to vehicle safety, legal issues and UK legislation regarding consumer law.• Managing a large budget for good will regarding a positive outcome for customers.

September 2013 – May 2015 - EuroUSC - RickmansworthHead of Customer Services: Making sure all escalations of complaints were dealt with in a courteous, yet professional manner. Making sure all good will was approved by the CEO and managed a budget for good will. Managed a team of 6 who were all trained and overseen by myself.• Senior LUASS Administrator and Personal Assistant to Centre Director and LUASS Manager.• PA duties included: extensive diary management, handling personal calls and emails for the two Centre Directors (CEOs), organising flights, accommodation and travel for the entire senior management team.Senior customer services manager, dealing with all customer service escalations.• Senior Event co-ordinator – organising course dates, venues, joining instructions and translations for international customers. Also included budgeting, meet and greets and contract procurement,• Administrator for all UK and International Courses, including working heavily with the Netherlands, Malta and Hong Kong. This includes: event organisation, logistics for candidates and course instructors, document procurement, and working closely with national government authorities (for aviation).• Answering calls and emails daily to pilots for enquiries in regards to aviation safety, National Air Law and local legislation (UK and international).• Main point of contact for Admin and Customer Service enquiries plus data and information processing.• Organisation of Operations Manuals for the Netherlands and International pilots.

• Guest Relations Operations Analyst – Product Issues and Queries• Provided escalation support for the Guest Service Contact Centre during the company’s Q1 and Q2 periods.• Supported department with Store issues, escalations, and other general Store queries. • Other duties included: liaising with Guests via email and telephone about their product issues and then resolving those issues, producing a weekly Product Issues Report including safety cases, liaising with other departments including legal and humanities, and general office duties.

• Provisioning Specialist • Duties included: provisioning new chip and pin terminals (liaising with banks, uploading software onto PDQ machines, despatching PDQ machines), liaising with resellers and customers via email and telephone, weekly reports of stock movements, supporting customers, general admin duties, and working within a team to ensure a good level of service is achieved. • Use of Microsoft Office, Excel and Word. • Use of Protean (Sales programme).