Judith (Jude) Harris Ba(Hons) Email & Phone Number

Telephone based Client Care Advisor, working in a professional, fast paced, complex and challenging global art market on the International Switchboard and IT Help Desk. Responsibilities include the provision of high quality first line support and guidance to clients experiencing difficulties, answering incoming calls, responding to formal emails and correspondence, to provide an enhanced class of service and a first time resolution, researching, evaluating new lines of enquiry for potential new business, directing enquiries to relevant specialists and third party associates. • Resourceful nature, well-developed communication and problem solving skills with ability to demonstrate a calm, gracious demeanour ensure complex customer queries are resolved within SLA of 24 hours or less • Effective questioning and listening skills to troubleshoot, ability to navigate through websites and relay instructions in a clear and precise manner to clients experiencing difficulties such as logging on to bid in real time online auctions, forgotten or resetting of passwords, 1st time registrations• Consistently achieved set criteria to hit team targets and objectives with a call abandonment rate of less than 3%, average call handling time for simple transfers less than 43 seconds, phone service level of 95% in 15 seconds, QA score 95%, email response time of 24 hours or less • Resilient, friendly, yet assertive, able to put clients at ease and get them to open up to gain commitment and able to quickly identify relevant options to address problems and propose solutions based on a logical evaluation of available information

New York Business Park Silverlink Newcastle Upon Tyne

Key member of The Business Sales Team and first point of contact for customers and internal departments supported Business Sales Manager and Account Team of 8 in their daily tasks/duties. Provided professional support and services to drive sales and develop business in a highly target driven, customer focused environment. Focused on retention and growth of the region’s customers, identified new opportunities and consistently achieved all sales targets for product penetration, monthly team commitment and targets, building on an already proven track record of sales success. Proven customer handling skills, developed strong, long-term relationships with customers and internal colleagues, driving new business, customer loyalty and Net Promoter Score (NPS) • Named Sales Support of the Year, exceeded expectation, consistently delivered outstanding support and exceptional customer service to ensure a positive customer experience • Won Exceptional Performance Award, demonstrated personal commitment, took over the responsibility of strategic accounts, focused energy on goals and objectives to overcome obstacles, sold complex, bespoke solutions with new business contract value of £2.8 Million• Achieved half year target in first quarter of year, brought in £460k of revenue with a contract value of £1.84M adding uplift to the overall annual team target of £18.7M• High-lighted gap in process, working with peers, identified customer contract end of life date, created resign register and contact strategy, re-contract customers, identified new areas for potential growth, used effective questioning to negotiate and up-sell into customer accounts• Assisted in re-contracting largest customer account in North East Region, contract value £2.4M

Advanced Diploma/Ba (Hons), Primary Education - National Curriculum Requirements And Approaches To Teaching And Learning

Diped/Ba(Hons), Graphic Design/Sociology/Philosophy/Physical Education