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CV Iva Gooden
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Telephone: (1234) 5678910. Mobile: 12345 67890. Email: Ivagooden@email.com

C U S T O M E R S E R V I C E S A D V I S O R – S TA F F T R A I N E R ( N V Q A S S E S S O R )

Possessing number of demonstrated abilities and achievements within the customer service / sales industry.
Accomplished in optimising administrative, sales and team potentials whilst developing new ideas and
developing business in a fast moving environment. Also benefiting from leadership experience that has required
a high degree of communication and the ability to meet tight deadlines. Now looking to fully utilise my
training skills preferably within a company that offers an opportunity for progression.
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AREAS OF EXPERTISE

Customer service administration Telesales Team leadership


New product / business development Promotional initiatives Coaching / training
Exceeding targets Telemarketing Quality Assurance
Maximizing sales Target management Computer literacy
Salesmanship First aid Presentations
Staff motivation / training Customer focus Quality Assurance

PROFESSIONAL DEVELOPMENT
CIPD Certificate in training 2003
NVQ3 Call handling 2003
First Aid At Work 2003
Certificate Health and Safety 2001
Certificate CLAIT (Advanced) 1999

Other courses include: letter writing / dictation. Power point and presenting, food hygiene trained,
coaching and persuasive training. All courses commensurate with key skills / areas of expertise above.

PROFESSIONAL EXPERIENCE & SIGNIFICANT ACHIEVEMENTS

CUSTOMER SERVICE ADVISOR Jun 01 – Present


Scotswood Business Park, Newcastle upon Tyne
Deputising for the Senior Call Handler when required. Supervising the administration and selling a range of
discounts and services within the customer services section. Processing customer orders and referrals. Dealing
with complaints, enquiries as well as sales promotions and new deals. Involved in training new staff,
supporting new CSAs and ensuring staff are up-to-date on new products / services and all procedures are
adhered too. Also responsible for staff coaching and assessments. Planning resources to meet changing
requirements. Collation of sales figures, reports and returns. First aid officer at work.
Meeting all targeted levels of Key Performance Indicators ( KPI ) whilst ensuring that the highest level of customer
service was delivered, achieving excellent revenue.
Helped maximize call efficiencies and performance.
Ensured all targets are met.
Identified need for new information retrieval database which is used everyday.
Introduced changes within business communication which freed-up previously abandoned telephone calls.
Top Sales Provider of the Year within the Newcastle Region.
Staff Training
Trained/coached staff on new products (hands-on ( buddying ) and by group presentations / lessons)).
Up-to-date on all new products and services and making sure all new procedures are adhered to.
Coached new staff, leading and maximizing call efficiencies and performance.
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PROFESSIONAL EXPERIENCE & SIGNIFICANT ACHIEVEMENTS (CONT)

ACCOUNT HANDLER (INTERCEPTOR) 1999 – 01


Proctor & Gamble (Convergys)
Part of a busy team, supervising and supporting advisors and mentor to new advisors. Dealing with complaints
and enquiries, meeting daily deadlines and targets. Responsibilities also include solving customer’s complaints
as an Advisor and Interceptor - taking charge and solving difficult problems for the team. Also took
responsibility as Management Advisor and Deputy Manager when required, which involved staff coaching and
quality assessments, ensuring staff are up-to-date on all new products and services and all new procedures
are adhered to.
Ensured all targets were met.
As Registrations Co-ordinator maximized utilisation of staff against customer service and registration target service
levels.
Implemented reward and recognition scheme as part of a team.
Instrumental in building call centre team within registration department.
Coached new staff, leading and maximizing call efficiencies and performance.
Delivered Health and Safety training.
Implemented training packages for companies’ products. Clients included Alpha Supplies, Macro, Booker,
Superdrug.

Early Career Summary:

Administrator / Sales Co-ordinator 1998 - 99


Service Token (Potting company) Haltwhistle
Exported to a European Customer Base.

Merchandiser (part-time) 1997 - 98


Britvic / Pepsi

Bar Person (part-time) 1997 - 98


The Turnpike (Bass Brewery)

Care Worker to Team Leader 1995 - 98


Helen McCardle Care, Newcastle upon Tyne
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Personal
Date of birth: 1979
Marital status: Single.
Other languages: Fluent Greek, colloquial German and French.
Interests / pastimes: Music, social, cooking.

References available on request.


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