Charlotte Eaton
Mosfellsbaer,ICE
Summary
Personable Customer Service Representative offering 5 years of experience resolving account and service concerns for customers. Smoothly solving challenges while best-promoting company products to maintain loyal, satisfied customers. In my personal time I am also currently studying logistics and cyber security to help me build new skills that I can take on further into my career.
Overview
5
5
years of professional experience
Work History
Monitor and Response Specialist
Controlant
Reykjavik, Iceland
02.2023 - Current
- Supported customers, working quickly and precisely to achieve accurate, dependable results.
- Monitor incoming alarm communication from Controlant frameworks, from shipments around the world.
- Respond to alarms by alerting relevant stakeholders as per defined procedures and if needed, follow up via phone and/or email
- Prioritize alarms and document all actions and communication for each shipment.
- Work simultaneously in multiple software applications, such as Salesforce, BI manager and SCM.
- Ensure quality standards are being adhered to and issues are being addressed and solved quickly to reduce spoilage on shipments.
- Adhere to communication procedures, guidelines, and policies set out by each customer.
- Worked with different teams within the company to ensure all needs are met.
- Completed research on complex cases and resolved issues quickly.
Business Banker
Natwest
Rotherham, South Yorkshire
05.2020 - 11.2022
- Cultivated and strengthened relationships with new and existing clients.
- Delivered exceptional levels of service to each customer by listening to concerns and answering questions.
- Worked closely with other banking agents to maintain optimum levels of communication for the effective and efficient completion of customer queries.
- Ensured adherence to company regulations for continued company compliance.
- Monitored multiple databases to keep track of all company inventory.
- Kept abreast on economic, financial and political events, measuring impact on corporate lending activities.
- Maintained up-to-date knowledge of legislation and policy changes.
- Updated clients on new financial products for improved investment possibilities.
Customer Service Advisor
Webhelp
Rotherham, South Yorkshire
08.2018 - 05.2020
- Answered customer requests with friendly, knowledgeable service and support.
- Completed research on complex problems and resolved issues quickly.
- Implemented company policies and procedures, including health, safety and security.
- Informed customers on billing procedures, processed payments and provided assistance to set up payment options.
- Answered inbound calls to address customer inquiries, resolve issues, and provide information on new products and services and directed inbound calls to designated individuals or departments.
- Upheld all privacy and security requirements established by regulatory agencies.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
Customer Service Advisor
Domestic and General
Nottingham, NTT
05.2018 - 08.2018
- Filled out documentation and logs each day and created weekly reports detailing activities.
- Answered customer requests with friendly, knowledgeable service and support.
- Managed multiple queries simultaneously through productive organisation strategies.
- Performed in-depth research to answer more complex questions.
- Assisted customers by answering questions and solving problems.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Answered inbound calls per day to address customer inquiries, resolve issues, and provide information on new products and services and directed inbound calls to designated individuals or departments.
- Informed customers on billing procedures, processed payments and provided assistance to set up payment options.
- Sought opportunities to up-sell and add-on additional merchandise.
- Obtained information to resolve customer inquiries.
Education
Continuous Professional Development - Transport And Logistics
Training Express
10.2023
Level 5 Diploma - Advanced Cyber Security
Oxford Home Study
Home Study12.2022
NVQ Level 3 - Health and Social care level 3
Doncaster College
Doncaster07.2014
GCSE -
Rossignton All Saints
Doncaster09.2011
Skills
- Time management
- Well organised
- Communication skills
- Team player
- Conflict resolution
- Ongoing personal development
Additional Information
- I have completed an apprenticeship in Hospitality management which I completed alongside working full time as a bartender for Stonegate.
- In my free time I enjoy playing video games whether alone or with friends. I do also enjoy craft things such as custom doll creation and cross stitching.
Timeline
Monitor and Response Specialist
Controlant
02.2023 - Current
Business Banker
Natwest
05.2020 - 11.2022
Customer Service Advisor
Webhelp
08.2018 - 05.2020
Customer Service Advisor
Domestic and General
05.2018 - 08.2018
Continuous Professional Development - Transport And Logistics
Training Express
Level 5 Diploma - Advanced Cyber Security
Oxford Home Study
NVQ Level 3 - Health and Social care level 3
Doncaster College
GCSE -
Rossignton All Saints
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