Customer Service Assistant

MICHAEL TERNAN

*** *********, ** ****'s Walk, Birmingham. B5 4TH

Telephone: 078******** Email: ***************@*****.**.**

Personal statement

I am based in the Birmingham City Centre area with my own car and clean

driving license. I am hardworking, well-motivated and enthusiastic. All my

roles have involved working with members of the public and I have developed

excellent communication and problem solving skills. I am responsible and

able to work independently, prioritising my work load and managing my time.

I have good physical health and am able to work flexible hours.

Current Employment

Receptionist Birmingham City University Student Services. June 2013 -

Present

. Organising & booking appointments for Student advisers based at 3

different locations

. Keeping service information updated for students and staff

. Answering enquiries via phone, email and in person about advice

provided by Student Services

. Opening and closing of reception and responsible for appointment rooms

. Report and record statistics for Student Services from visits to

maintenance problems

. Collect and send parcels and post to the post room on a daily basis

. Daily check on staff rota to see who is available for advice sessions

or if a cover is required

Employment History

Senior Library & Information Assistant. Coventry City Council. Sept 2012 -

May 2013.

. Creating a welcoming inclusive environment for library users and

promoting library services and events

. Responding to customer queries or complaints and providing one to one

IT support.

. Responsible for staff and public safety including Health and Safety

assessments and reports. absence of manager

. Responsible for daily and weekly cashing up.

. Procurement of library stock and resources, including budget

management. Planning rotas, event and timetables, and arranging for

emergency staff cover due to sickness.

. Staff support and development, including back to work reviews,

identifying training needs and personal development reviews.

. Library administration including; creating new user records, updating

records and databases. Report writing, minute taking and policy and

resource updating.

Skills include:

Excellent customer service. Reliable and responsible, able to multitask

and prioritise. Ability to work under pressure and to meet strict

deadlines. Excellent IT and administrative skills, with attention to

detail. Strong numeracy and organisation skills. Problem solving and

able to use initiative.

Library Information Assistant. University of Warwick Library. June 2012 -

Sept 2012.

. Customer service - responding to customer queries in person, on

telephone and via email.

. Working directly with students, parents and academic members of staff.

. Communicating with other libraries and external agencies.

. Organising and publicising events.

. Resolving customer complaints e.g. fines and missing stock.

. Data basing, updating confidential records and filing.

. Providing IT support and assistance to members of the public.

. Creating and updating confidential records

Skills include:

Excellent communication and customer service skills. Able to work under

pressure, and diffuse volatile situations. Knowledge and practical

application of Data Protection Act and Freedom of Information

requirements. IT skills developed through IT NVQ, strong word processing

skills and attention to detail.

Library and Information Assistant. Coventry City Council. Sept 2006 - June

2012.

. Duties identical to role above, however this was based in a public

library

Educational Qualifications

. 2008 - NVQ / ITQ level 2: City & Guilds

. 2004 - BA (Hons) Degree: 2.2 History & Political Studies.

. 2001 - A Level: Sociology B, History C, Political Studies C.

. 1999 - GCSE: English Literature B, History B, P.E. B, Maths C,

Sciences (Double Award) C C, English Language C, French C, Religious

Education C, Technology C.

Training through SAC International

. 1/2013 - Staff appraisals.

. 1/2013 - Staff return to work reviews

. 5/2012 - Data Protection Act.

. 4/2008 - Managing aggression & violence in the Workplace.

. 2/2008 - Customer service.

. 9/2007 - Staff training & development

References

Available on request.

Contact this candidate