Tel: 648762269
Email: thepaulclayton@hotmail.com
PROFILE
An experienced and conscientious customer Service Advisor with excellent interpersonal skills, a consistently positive and professional approach and a good sense of humour. Flexible, well organised effective under pressure and able to maintain high customer service standards. Receptive to new ideas and always keen to learn new skills.
CAREER REVIEW
Customer Operations (over seas)
Tui Thomson Holiday Line
Palma Customer Service Advisor
Mallorca April 2007
Responsibilities
Identify customer needs re: revenue opportunities and pro-actively promote the sale of excursions, late check outs and other in resort extra facilities
Complete all administration tasks e.g. faxing reps, completing end of shift reports, death in resorts forms, incident report to required standards and within required deadlines/timescales.
Manage difficult/conflict situations in a confident and professional manner and resolve to satisfy all parties.
Respond to calls to the Holidayline within required call handling and quality standards. Establishing needs and actions to ensure the provision of a quality service at all times. Adhere to Holiday Line /local/company policies and procedures at all times.
Standard Life Health Care
Bournemouth Customer Service Advisor
Customer Service Advisor May 2001 - March 2007
Responsibilities
Respond to customer needs effectively and efficiently by maximising use of the telephone to resolve enquiries, queries and requests on a range of products and customer concerns, to prevent escalation and to ensure customer retention.
Assess assigned cases obtaining and analysing relevant information in order to make the appropriate technical decision within authority and process accordingly.
Support colleagues by sharing issues, knowledge and expertise ensuring they receive the information needed to achieve their objections and solve problems.
Good use of office technology including windows, excel and PowerPoint.
BUPA Dental Cover
Bournemouth Customer Service Advisor
Customer Service Advisor September 2000 – February 2001
Responsibilities
Dealing with telephone and written enquiries from BUPA Dental Cover members and BUPA Dentists.
Coordinating communication between members and dentists to ensure appropriate service provision.
Accurately imputing updated member information.
Compiling customer service records to maintain consistent ongoing service standards.
Simultaneously managing a range of PC applications including BUPA system, Excel and Word.
RELEVANT TRAINING
Microsoft Word
Microsoft Excel
PowerPoint
Outlook & Internet
First Aid at work
Telephone Techniques
Basic Accounts
Typist 45wpm
RSA I.T. Certificate
EDUCATION
Six O Levels – Including English Language
2 A Levels - History & English Literature