Customer Service Manager

Jonathan Bennett

Tel: 020*-***-****

Mobile: 079-****-****

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

Personal Profile

A highly motivated and enthusiastic individual who has experience in

Customer Service, Administration and Social Media. Has received

further exposure in customer service/administration by identifying the

customer's needs and learning the mindset of clienteles and targeted

audiences. A key spokesman and team player with proven ability to work

effectively on own initiative. Is able to meet tight deadlines and

work well under pressure, adapt to sudden changes whilst acquiring new

skills and applying them with confidence. Seeking opportunity to

utilise strengths to grow whilst focusing on developing new skills

within a challenging, performance focused and development environment.

Key Skills

. Highly competent with Microsoft Office

. Exceptional team player/leadership skills with ability to work

on own initiative

. Excellent telecommunications and interpersonal skills; effective

communication at all levels

. Meeting set targets and KPIs

. Problem solving skills

. Strong organisation skills with exceptional multitasking ability

. Outstanding administration skills

. Planning coordinating, and execution of client events

Employment History

February 2015 - March 2015 VOGA (Customer Service Advisor)

. Handle customer queries, refunds, returns and complaints - both

over the telephone, chat and via email.

. Proactively resolve all customer queries and problems, involving

other people within the business as necessary.

. Seize opportunities to up-sell our products to our customers.

. Proactively engage with the customers on our database.

. Oversee and monitor our Trust Pilot reviews.

. Responding to customer's queries and complaints via

Facebook/Twitter

May 2014 - October 2014 Oxjam/Music Festival (Street Team

Coordinator/Social Media Assistant) Voluntary

. Sourcing and producing engaging content to ensure the blog and

social media channels are up to date, relevant and interesting

. To act as one of the key points of contact for social media

queries, developing a response process, engaging with potential

and existing audience

. Coordinating all street team operations from start to finish

. Manage a team of volunteers

. Promoting street team activities through social media and the

press

September 2013 - Present 100 Black Men of London - (Youth Mentor)

Voluntary

. Mentoring 10-16 year olds core life skills including:

Leadership, effective communication, goal setting, problem

solving, team work and self-identity

. Facilitating and administrating the Marketing and recruitment

committee.

. Awarded mentor of the year 2014

19th July 2014 100 Black Men of London (Annual Graduation 2014 -

Events Coordinator) Voluntary

. Planning, implementation and follow-up for the graduation

. Coordinate event logistics, publicity, including public

relations, advertising and collateral material design,

production and distribution.

. Managing event budget

. Planning the day schedule for the event

. Organise the venue and ensure that it is appropriately set up, with

regard to seating and d cor

. Responds to enquiries from the public about events, including

assisting with media requests

. Coordinate and facilitating the event; ensuring that it is running on

time and to schedule

June 2013 - April 2014 H&B Foods (Customer Support Advisor)

. Provide polite and helpful assistance regarding customer orders,

enquiries and complaints

. Take orders accurately and efficiently and input them on to the

system correctly

. Logging customer complaints to the operations department

. Ensure all calls and emails are answered within a efficient time

frame

. Liaise with customers regarding stock shortages and special orders

. Give Assistance to Account Managers

. To continuously up-sell, promote stock to clear products when

required and keep customers informed of monthly promotions

. Meet targets set out by the Customer Support Manager/Operations

Manager

October 2012 - May 2013 Serco/Selfridges (Customer Service Advisor)

. Responding to customer queries regarding new/existing products

and services

. Switchboard enquiries and general customer interest

. Updating and maintaining customer records

. Dealing with customer complaints and cancellation of an account

. Processing orders, arranging collections and refunds

. Offering training and development for new staff

July 2011- February 2012 Best Buy/CPW Enfield (Mobile Specialist)

November 2011- January 2012 KeDa Artist Management (Market

Research/Volunteer)

2006 - 2011 During this period I had various retail role as Temp:

Best Buy Jaeger, Topshop, Calvin Klein, House of Fraser, Selfridges

and Next (Sales Assistant and Mobile Specialist)

Education and Qualifications

September 2007 - December 2012 (University of East London)

BA HONOURS Marketing & Combined Studies (2.2)

September 2005 - June 2007 (Hackney Community College)

E-business National Certificate (Distinction Merit)

September 2004 - June 2005 (Croydon College)

1st Diploma Business (PASS)

Interests

. Working with young people in the community

. Keeping up with social media trends

. Participating in social media forums

. Regular attendee of festivals, concerts and open mics

. Thoroughly enjoy reading self help and development books

. Partaking in community and social events

. Keeping up to date with global news

. Coordinating and leading local community events

. Staying current with the latest trends

Reference

Available upon request

Contact this candidate