Kerri Platt Email & Phone Number

Newcastle Upon Tyne, United Kingdom

Newcastle Upon Tyne, United Kingdom

• Providing excellent customer service • Logging and resolving complaints at first point of contact where possible • Working alongside company policies and procedures and escalating through the correct channels when appropriate• Using customer feedback to identify potential service improvement and highlighting to managementMore recently, alongside my manager, I have been able progress towards my own personal development goal, which is to become a team leader. I have a strong and robust PDP, which I document all of the additional tasks I take on, these include:• Frequently chosen to floor walk and support the floor in managers absence • Chosen to step up and support the floor on weekend shifts• Assisting my team manager in marking calls for the team each month and completing regulatory checks for each team member• Taking escalation calls for other members of floor staff, taking on more complex customer queries and complaints and resolving these at first point of contact where possible• Coaching other members of staff in call handling, efficiencies and system use

Newcastle Upon Tyne, United Kingdom

• Dealing with all customer queries via email and telephone including credits, wrong items, wrong pricing, invoices and statements. • Maintain various databases such as Customer Daily Service Log, and Credit Database• Faxing, emailing or posting requested copies of invoices, credits and statements• Ad-hoc credits and re-invoices i.e. like price error, telesales error, customer order cancelled, daily • Helping out in warehouse and office as and when necessary • Maintaining good working relationships with all departments and being the crossover between the sales office and the warehouse team

Glasgow, United Kingdom

• Producing a targeted number of reports on a daily basis using internal database and external websites along with any information provided by sources such as remote staff or local authorities. This involves use of mapping information.• Updating our internal database with compulsory information gathered by our remote network of staff as a matter of priority.• Proof reading completed Reports to ensure a robust quality control process is in place, which does not compromise our accuracy.• Personal contact with clients by means of fax, email, telephone or letter in order to obtain further information as necessary, to ensure a speedy and robust delivery of report completion. This also includes responding to incoming queries from clients.• Personal and complete responsibility and ownership of any reports that are allocated, ensuring turnaround KPI’s are met in every instance.• To understand and respond to requests from Managers for accurate information on your work allocation.• To be flexible and respond accordingly to the needs and demands of the business.Occasional Tasks• Processing of customer orders• The gathering of information to update our internal database.

Glasgow

• Dealing with customer queries and requests with a focus on first call resolution• Working alongside company policies and procedures and escalating through the correct channels when appropriate• Dealing with customer complaints and managing these in a way that is fair to the customer and follows business system conditions• Using customer feedback to identify potential service improvement and highlighting to management• Keeping a robust PDP to track weaknesses and strengths and using this to plan future development and improvement• Tracking and planning my performance against company KPI’sIn this position I was nominated for an annual value award as a result of my excellent customer service.

Glasgow

• Adhoc coaching for team members and colleagues to empower them to deal with customer queries• Focus on dealing with customer queries correctly and at the first point of contact to improve customer experience and increase brand reputation• Compiling and tracking a PDP to continually improve and plan career progression• Tracking and planning performance against customer KPI’s• Dealing with customer complaints and resolving these against company guidelines, to ensure that the customer is treated fairly• Liaising with other areas and departments to ensure customer queries are resolved efficiently

This position was a placement role. During my time at POSH communication, I was able to learn the basics of a variety of tasks including SEO, PPC and copywriting, as well as learning about the management of various social media platforms for a number of clients. I was also able to learn about Google Analytics and AdWords. This position allowed me increase my interpersonal skills and gave me my first insight and experience of a digital agency environment. During my time with the agency, I was trusted to undertake the task of writing blogs for various clients, which were based on a number of different topics. The managing director signed off all of these and I received extremely positive feedback.

This role was a sales assistant role that entailed maintaining stock levels, ensuring that customers were served promptly whilst in the fitting rooms and serving customers at the till points. This role allowed me to enhance my communication skills as I was dealing directly with customers and processing customer orders over the telephone. I was also able to improve my team work skills as I was part of a small team whilst working with Marks and Spencers.

Access To He Nursing And Midwifery, Nursing And Midwifery

Diploma Of Higher Education, Business Technology, Pass

Studied various modules such as business intelligence and information security management. I also learned how to analyse, innovate.

Education record

Activities and Societies: Choir, Drama Club, Languages ClubHighers French – B German – C Drama – C Intermediate 2 Maths – B English – B