Customer Service Administrative Assistant

Ross Lambert

*** **** **** *** ********* BC V*Z *R8 P: 604-***-**** Email: ***********@*******.***

Summary

I believe myself to be someone who is a confident, determined individual who can regularly push myself to perform to my best ability. My drive led me to pursue my Master's degree and achieve my childhood dream shortly after of travelling around the world. I continue to develop my skills and work well as an individual and in a team.

Education and Qualifications

Oct 2008 – Oct 2009 Master of Arts: History

Lancaster University, United Kingdom

Oct 2005 - Oct 2008 Bachelor of Arts (Honors): History

Lancaster University, United kingdom

Sep 1998 – Sep 2005 A levels:

History: Grade A

Maths: Grade B

Computer Sciences: Grade C

The Skinners’ School, United Kingdom

Work Experience

Aug 2015 – Present Team Leader of Customer Experience Team

Indochino

• Develop and maintain lines of communication with our production, Merchandising, IT, Retail and Finance teams. This involved regular meetings with the heads of each of the departments and giving weekly reports to show how the customer service department was working to improve the company.

• Come up with real time solutions for problems that occur as well as formulate plans for future problems by communicating with senior management and pitching ideas for the improvement of the company. Then training my team to implement those plans.

• Develop and maintain KPIs for my team by creating a culture of teamwork and high-performance levels within my team. This was done by regularly meeting with team members in coaching and one on one meetings to develop strong bonds and improve their quality and productivity.

• Created training and coaching tools and systems for our new and current employees to help hit our company KPIs as well as improve the department to reach its potential and give customers the best possible experience

• Integrated new Phone and email systems as well as provided training for all current staff and new staff.

• Deal with both escalated emails and phone calls by coming up with ways on the spot to get a solution that works both for the customer and for our company

Nov 2014 – Jul 2015 Business and Leisure Travel Sales Consultant

Flight Centre Canada

Worked face to face with customers communicating through email, phone and face to face.

I was also Financial Administrator for my store as well as performing my role as Sales Consultant.

Completed Flight Centre Business Travel Specialist Training.

Aug 2012 – Oct 2014 Travel Sales Consultant

Round the World Experts (part of Flight Centre UK)

Consistently hit monthly sales targets.

Fully trained in using Galileo Flight Booking System.

Apr 2012 - Aug 2012 General Manager

Wells Farm Services Ltd

As manager I was responsible for quality control of all the produce that was sent out as well as keeping the financial records up to date for all sales and purchases

I also had to ensure that the factory meets health and safety standards of HACCP.

Apr 2011 - Apr 2012 World Travel

In 2012 I completed a solo travelling experience through China, Vietnam, Cambodia, Thailand, Australia, New Zealand, Chile, Bolivia, Peru and Mexico.

Oct 2009 – Apr 2011 Pensions Administrator

Universities Superannuation Scheme (USS)

USS is the largest private pensions company in the U.K.

My Role was calculating the financial benefit of converting other pension schemes over to USS for incoming customers.

Additional Information

Driver’s license held since November 2004

References Available on request

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