Laura Murphy

** ***** ****

Little Hulton

Manchester

M38 9PL

Person Profile

A highly experience customer service advisor both face to face and in inbound/outbound call centre environments, a motivated individual who has spent the last 6 years raising their children, is now looking to return to employment on a permanent placement where they can utilise the skills gained.

Employment History

Feb 2015 – May 2015

PJH Group

Ecommerce Assistant

Sourced and supplies bathrooms, kitchens, and appliances to our customers throughout the UK; from large multi-site retailers, to independent retailers; from builder’s merchants, to house builders.

Booking delivery appointments

Inbound/Outbound customer service

Managing customer complaints

Managing online orders

Processing orders

Data input onto excel spreadsheets

Sending of letters, leaflets and quotations

January 2011 – Present

Homemaker

Concentrated on raising children

Maintaining and orderly house while raising two children a very rewarding career that requires a lot of work and daily tasks.

Housekeeper (cleaning, vacuuming, mopping, laundry, dishes and toilet maintenance)

Chef (developing recipes, planning menus, ordering and collecting stock)

Event Planning (Coordinating schedules, face to face and inbound/outbound services

Communication, negotiation

Teacher (Helping children grow to continue to enrich their learning with educational and non educational tasks.

Accountant (Balancing budgets, paying bills, cost savings

Diary Management (booking appointments, travel and accommodation)

March 2010 – December 2010

Support/Key worker

Provided support to male residents between the age of 18 and 65.

Interviewing applicants for accommodation in accordance to positive lifestyle selection criteria

Maintaining an alcohol/drug free environment within the service

Meeting and supporting residents on a weekly basis within supported housing

Assisting with benefit enquiries, property search

Ensuring service users adhere to licensing agreements

Maintaining probation appointments and engaging with local drug/alcohol services

Completing risk assessments and individual support plan documents

Dealing with challenging residents and confrontations between service users

Diffusing situations and managing acceptable/unacceptable behaviour with service users

Assessing the mental and physical well being of service users

Ensuring a non – judgemental approach and to show empathy and understanding

March 2010 –December 2010

Agencies

Admin/Customer Service

Provided Administration and customer service support in temporary and fixed term assignments across Manchester through various agencies

Reception duties

Customer Service

General Admin

Inbound and Outbound telephone

Assisted peers and departments with Admin and customer service duties

Followed all company policies and procedures to ensure data protection was adhered to

February 2006 – September 2008

EON UK

Customer Service Advisor

We are one of the UK's leading power and gas companies - generating electricity, and retailing power and gas. We're part of the E.ON group, one of the world's largest investor-owned power and gas companies employing around 9,400 people in the UK.

Providing a high quality customer service

Answering queries through inbound/outbound communication

Finding the best deals for customers

Listening to customers and showing empathy

Providing a consultative role to customers to ensure trust

Updating customer details

Cross selling and up selling products across gas, electric and boiler maintenance

Promotion through verbal communication

June 2005 – December 2006

Bupa Medical Insurance

Member Services Department

Managing inbound calls from member

Data entry of surgical classification codes to check eligibility

Managed pre-authorised medical treatment/consultations

Advised on exclusions and excess on policies

Adhering to company policies and procedures on Data Protection

Contacted consultants to arrange appointments

Contacted surgeons to check registered BUPA consultants

Letter writing ensuring a strong eye for accuracy and detail

March 2001 – June 2005

Powergen

Customer Service Advisor

Inbound customer service

Data entry of customer details

Advising suppliers of customer detail changes

Takings of final meter readings

Produced final bill statements for customers

Data entry of new tenant details

General admin duties

Education

Salford College

(1996 – 1997)

NVQ Level 2 Administration

Walkden High School

(1990 – 1996)

7 GCSE’s B, C and D

Key Skills & Qualifications

P.O.V.A Protection

Basic First Aid

Self Harm Courses

DVS: Abuse within care

Refugee Action Training

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