The primary duty of my current role is to respond to customer correspondence addressed to the Managing Director of Panasonic UK, whilst liaising with the Managing Director's Office. This often involves dealing with high profile and challenging customers. Further duties of my role at Panasonic include monitoring Social Media channels (Twitter and Facebook), responding to white mail and supporting the inbound escalation lines. Inbound calls include B2B support in assisting Panasonic dealers and liaising with repair service agents; as well as supporting the offshore call centre. I have recently been involved in creating the strategy and mission for the forthcoming fiscal year, in addition to continually developing the service we offer to our customers. I have participated in field events in the public domain, at trade shows, liaising with the general public from a service perspective. A further responsibility now includes the management of the service of display products. This involves heavy liaison with the Display Team at the contact centre, creating a link between front line support and the relevant Product Managers. I am constantly developing internal processes to improve the customer journey and developing the overall levels of service we can offer.

CEO's Customer Mediation Team: Having previously worked in the Investigations and Resolutions team, I have now elevated to work within the CEO's Customer Mediation Team, handling high publicity complaints and customer contact. The role involves responding on behalf of the company's CEO to customer contact in regards to CEO level complaints, and seeing each case through to an amicable resolution for the business and the client. Each case is logged and fed back to senior manager applicably.Other aspects of the role include handling manager escalation callbacks on behalf of the Investigations and Resolutions team, as well as escalations from the senior sales managers in the business.Due to the nature of the role and the publicity of the cases, strong customer service skills are required, as well as the ability to think fast and respond appropriately in a volatile situation. Negotiation skills are also essential within the role, when settling a complaint in the best interests of both the business and the client.In addition to my role, I am currently undertaking a side project of Qulaity Assurance within the Customer Service department. My role is to listen to and assess the quality of the calls of customer facing members of staff, providing relevant feedback via one to one coaching and feedback forms. The purpose of the role is to improve the standard of customer service across the department.

Investigations and Resolutions Executive at hibu in Reading - dealing with small and medium business enterprises, investigating any issues and seeing each query through to the resolution. The role involves handling a range of different situations, such as manager escalations from the customer service call centres, complaints, billing issues, issues that require further investigation to the source of a problem and everything else in between.The role relies heavily upon problem solving and quick thinking; and a strong, professional manner to diffuse any potential confrontational situations. The role incurs a strongdegree of responsbility, to reach an amicable resolution with the client in the best interests of both the customer and the business, hibu.Other duties include the processing free of charge advertising, the ability to administer potential penalties for sales errors and guiding the client to discover how to make the most out of their campaign with hibu.

I have been working for the community department at Aldershot Town Football Club since April 2012. With Aldershot, I have taken many community coaching sessions in local venues, in a scheme supported by the local council, and several soccer schools, including advanced level. As well as coaching, I have also taken part in, and organised, fund-raising events for the department, such as table tennis tournaments in a local school and penalty shoot-outs at local events. Key skills included communication, teamwork and marketing.

Currently employed as a Customer Service Associate at ING Direct in Reading, dealing with the everyday maintenance of customer's bank accounts and providing a high quality level of service. Calls are regularly assessed to assure a high standard of customer service is delivered. Key skills include a professional telephone manner, friendly customer service, administrative work and time management skills.

Position as a telesales advisor, offering further products to existing SSE customers in an outbound call centre. Key skills involved sales technique, professional telephone manner, rapport building and determination.

This role was part of a period of working as a self employed football coach. The role included coaching football for Arsenal soccer schools in the counties of Berkshire and Oxfordshire, taking sessions such as after school football clubs, PE lessons, soccer schools and also a development centre. The role also included aspects of marketing and promoting the courses, across the local community including visiting schools. Key skills included football coaching, communication and organisation.

Spent eight months with Arsenal FC, being coached to coach the Arsenal Way. Spent five months coaching football in the local community at a school in London, full time; before a ten week placement in Barbados, coaching football at primary and secondary schools across the island. Key skills involved communication, coaching skills, leadership and organisation.

Firstly employed as a customer assistant, working on the shop floor, stock replenishment and operating checkouts serving customers. Then progressed onto a team leader role, responsible for running the evening shifts, managing a team of 4-5 employees and ensuring the smooth running of the store. The role also included cashing up checkouts and closing the store. Key skills included people management, time management, organisation, leadership, teamwork and face to face customer service.

This role involved collecting orders for online deliveries, whilst working within set timeframes. This job was undertaken as a part time role whilst studying my A-Levels. Key skills involved included time management, face to face customer service and working as part of a team.