Experienced Customer Service Analyst who has extensive call center experience and a passion for helping people. Adept at utilising computer productivity software, helping to develop a sense of teamwork in a group and improving repeat sales with good customer service practises. Specialises in developing customer service policy and improving customer service team morale.
Motivated to succeed
Works alone or in a team
Can develop metrics
Proficient in telephone, Internet and in-person customer service
Excellent written skills
Technical support skills
January 2008 to July 2014 Pittman Associates-London, UK Customer Service Analyst
Trained call center employees on specifications for new customers.
Developed set of metrics used to gauge employee performance.
Worked closely with customer service associates on handlling problem clients.
August 2002 to January 2008 Iron Works Retail-London, UK Customer Service Analyst
Responsible for changes in customer service policies that resulted in an increase of 20 percent in repeat business.
Responsible for developing metrics that would be used as part of associates’ annual review.
Developed training classes designed at maintaining strong morale in the customer service group.
February 1994 to August 2002 Velvet Incorporated-London, UK Customer Service Analyst
Developed dynamic manual on how to handle irate and overwhelmingly angry customers.
Created spreadsheets that were used to compare time of each call with the amount of calls taken by associates.
Helped human resources to develop job descriptions for various types of customer service positions.
1993 Federal Mountain College, London, England, Bachelor of Science, Business