Kerry Katona

14 Anytown Way, Anytown, Anycounty, AT36 8TU

Telephone: 0191 452 9745

Mobile: 07967985563

Email:

Profile

A versatile and conscientious individual with an innovative approach to problem solving and extensive experience in a variety of customer care and sales roles in a contact centre environment. A sensitive listener accustomed to dealing with people from diverse backgrounds, provides high levels of customer care to both internal and external customers managing challenging situations with confidence and maturity. With excellent persuasion and negotiation skills, works well under pressure to significantly increase sales and over-achieve targetsin a pressurised environment. With sound organisational and time management skills can handle a large and demanding workload whilst paying meticulous attention to detail and quality standards.

Key Skills

Excellent IT and keyboard skills, proficient in Microsoft Office and various in-house computer systems

First-rate customer service skillswith tact and sensitivity to diffuse difficult situations

Strong analytical and problem solving skills

Fully aware of confidentiality and data protection

Excellent persuasion and negotiationskills for selling goods and promoting services

High levels of concentration ensuring precision, accuracy and attention to detail

Sound organisational and planning skills

Excellent communication skills both written and verbal

Effective listening and questioning skills

The ability to absorb, understand and convey complex information

Thrives under pressure to meettargets and deadlines

Ability to work under own initiative to manage a large and demanding workload

Full clean driving licence and own transport

Financial Services Authority Training

Employment History

December 2014 - Present Customer Service AdvisorTeleopia Ltd

Responsible for assisting customers with financial claims from Samsung and Curry’s within a busy contact centre, duties include:

  • Using effective listening, questioning and verbal communication skills to assist customers with claim forms, uploading information and identifying product serial numbers
  • Managing promotions
  • Data entry
  • Dealing with customer complaints
  • Ensuring detailed notes of complaints are accurately recorded and updated
  • Dealing with complaint escalations
  • General administration, answering email complaints and email enquiries
  • Dealing with postal enquiries and issuing payments
  • Deputising in the Team Leader’s absence to supervise the team and to handle complex escalations

May 2010 - December 2014Home Based Travel ConsultantWe Go Anywhwere

Responsible for sourcing and selling customised travel packages over the telephone from home, duties included:

  • Scheduling and answering calls
  • Securing sales and selling ancillaries
  • Administrative duties
  • Sourcing deals for Teletext, Sky, and Ice Lolly web pages
  • Liaising with hotels, airlines and travel providers
  • Loading enquiries and bookings onto in-house system
  • Generating sales leads
  • Providing high standards of customer Service
  • Working to strict targets

1999 - May 2010 Team Leader Jet Trips Contact Centre

Starting as a customer Service Advisor and later promoted to Team Leader, duties included:

  • Answering calls regarding holiday queries
  • Add on sales and promoting other products and services
  • Completing all administrative duties
  • Generating new business
  • Supervising a team of Advisors
  • Coaching and mentoring staff
  • Completing performance assessments and personal development interviews
  • Personal development planning
  • Ensuring the team respond to and resolve customer queries
  • Ensuring team targets were met

Training

March 2014Teleopia Ltd

NVQ Level 2 Customer Service

Jan 2011 - June 2011 City and Guilds

Level 2 NVQ Certificate in Contact Centre Operations

  • Customer Service Ethos
  • Managing Difficult Customers
  • Listening Skills
  • Vocal Qualities
  • Keyboard Skills
  • Presentation Skills
  • Building Rapport and Empathy
  • Sales Technique

Education

Clever Person Comprehensive, Any Town

Received a good standard of education gaining 8 GCSE passesat Grade C and above including Maths and English.

References

Available on request