Customer Service Sales

Sharon Conway

****a Spoonbill Lane

Naples *****

Tel No: 239-***-****

Email Address: ***************@**********.***

PERSONAL STATEMENT

I have been employed in Local Government for the past 23 years within the

Taxation Division. My role as Customer Liaison Officer required me to deal

with all complex customer enquiries and complaints via, telephone, face to

face, letter and e-mail. Dealing with a complaint from a customer in a

case where they may have received a court summons for non-payment of their

tax bill requires excellent negotiation, diplomacy and customer service

skills and this is where I consider my strengths to be.

I am very proud of my customer service background and this was rewarded

when I headed a team that achieved the Government Charter Mark for customer

service excellence, which we have retained since 1997.

In my role I was also required to produce monthly and quarterly statistic

reports, maintain a complaints register and maintain the Taxation Division

website. This required me to be computer proficient using in house

packages in addition to Word, Excel, Outlook etc.

As a Team Leader I was also responsible for daily supervision, welfare,

morale, training and development needs of my team.

I am a very friendly, highly motivated and approachable person. I approach

all tasks and duties in a professional and enthusiastic manner. I pride

myself on my timekeeping and work ethic and I feel that I would be an asset

to your team.

EDUCATION

1968 - 1973 Hustler College, Hall Drive, Middlesbrough, Cleveland, UK

Qualification Gained

Math GCE O Level (GCE = General Certificate of Education)

English Literature GCE O Level

History GCE O Level

Geography GCE O Level

Science-Biology GCE O Level

TECHNICAL SKILLS AND EXPERTISE INCLUDING TRAINING COURSES

. Microsoft Excel

. Microsoft Outlook

. Microsoft Word

. Managing Sickness Absence

. Recruitment and Selection

. Supervisory Skills

. Conflict Management for Frontline Staff

. Appraisal Skills

. Managing Meetings

WORK EXPERIENCES

May 1988 - May 2011 Stockton-on-Tees Borough Council

Kingsway House

Billingham

Cleveland

UK

TS23 2YD

Job Title Customer Liaison Officer

Responsibilities

. To be responsible for the customer liaison team including monitoring

and organising workload, ensuring all targets are met.

. To deal with customer correspondence, complaints and enquiries of a

complex, sensitive or sensitive nature and respond in a professional

and caring manner always maintaining excellent customer service.

. To maintain day-to-day contact with the Council's Contact Centres

and co-ordinate the response to enquiries that have been referred

from the Contact Centres.

. To maintain and develop the Taxation Division's website and intranet

content.

. To control the administration of the Division's paperless Direct

Debit scheme.

. To assist in the development and implementation of customer care

initiatives and special projects.

. To maintain a Complaints Register, co-ordinating and monitoring

trends and responses to complaints, ensuring that a reply is issued

within the target timescale.

. To be responsible for the processing and reconciling of telephone

payments and postal payments received and banking arrangements.

. To make payment arrangements with customers and ensure that payments

are allocated to the correct account and financial year and debt

arrangement type.

. To liaise with external agencies and other sections and departments

on matters affecting the Taxation Division and to represent the

Division on corporate working groups.

. To assist in the recruitment, training and development of staff.

June 1979 - May 1988 Tees Storage Ltd

Dockgate House

Middlesbrough

Cleveland

UK

Job Title Administrative and

Wages/Salary Clerk

Responsibilities

. To calculate employee job sheets and overtime worked

. To process wages using a manual "Kalamazoo" system

. To ensure all wages paid into correct bank accounts

. General administrative work including maintaining invoices, orders

and responding to correspondence from other Companies.

October 1973 - June 1979 British Home Stores

68 Linthorpe Road

Middlesbrough

Cleveland

UK

Job Title: Sales Assistant and

General Office Clerk

Responsibilities

. Dealing with customer enquiries and advising on products

. Taking payment for goods purchased.

. Taking stock inventories

. General office duties such as filing, photocopying.

INTERESTS

My main hobby is genealogy. This can be challenging but so rewarding.

When researching my husband's family tree I was successful in tracing

back to the 16th century. I have successfully completed family trees for

a number of friends. I have also joined the Naples Genealogy Group and

hope to assist fellow members who are researching their English roots.

I also enjoy attending the gym to maintain basic fitness.

I am a non-smoker and I hold a Florida Driving License

REFERENCES

Attached

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