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Dursley - Waitress - Cardiff, UK

Kim Dursley

Cardiff, UK



Work History

Customer Sales Agent

Serco/British Gas

From November 2012

In my current employment my responsibilities include contacting existing customers on an automatic dialler whilst using relevant computer systems for data protection and selling insurance products on behalf of British Gas in a non-advised, FCA compliant manner. This role is heavily focused on sales targets so my personal motivation and positive attitude are key.

Customer Service Advisor

Conduit/British Gas

January 2012 - May 2012

responsibilities included dealing with questions and complaints with regards to British Gas Homecare products, upselling add-ons to current customer accounts and booking appointments for engineer visits to customers' homes. I was also able to develop my computer skills by using 3 different computer programmes simultaneously in order to attend to different customers' needs.

Overseas Representative

Olympic Holidays

April 2011 - October 2011

and May 2012- October 2012, seasonal)
responsibilities included sales of excursions, problem solving under pressure, complaint handling, giving presentations to large groups of new arrivals, making and maintaining supplier relationships, working in an airport environment.

Christmas Co-ordinator/Administrative assistant

Slug & Lettuce Portsmouth

September 2010 - December 2010

Responsibilities included carrying out administrative tasks such as arranging appointments, handling mail and email correspondence, answering the phones, receiving deposits, arranging table plans and chasing up bookings for menu options choices.


Slug & Lettuce Portsmouth

August 2008 - September 2010

Responsibilities included handling cash and being held responsible for my own takings throughout a given shift, taking orders, up-selling extras and providing excellent customer service through handling complaints.

Restaurant Host - Santa Fe, Gunwharf Quays

June 2007 - July 2008

Responsibilities included greeting guests at the front door, creating a warm and friendly atmosphere, providing information with regards to menu changes or the wait for tables, and communicating with both kitchen and floor staff to create efficient service.

Skills Acquired Through Employment

Organisational skills are very important when trying to maintain perfect customer service to holidaymakers during the height of summer.. The biggest aspect of organisation as an overseas representative however, is keeping up to date with the administrative side of the position, including room lists for hoteliers, arrival and departure manifests, writing out welcome meeting invitations and ensuring guests fill in customer service questionnaires at the end of their stay. Another example of how I have learned to improve my organisational skills is when I was arranging bookings for particularly busy periods over the Christmas Holidays at Slug & Lettuce. Many guests require specific seating arrangements and food preparation specifications that require me to spend a lot of time on the phone, taking notes, and making sure each reservation's folder is updated accordingly.

Customer Service
Having always worked in Sales or Catering industries, customer service has always been very important to me as the way you deal with customers directly affects the money that will exchange hands. As a restaurant host I was relied upon to create a friendly atmosphere and relay any information that would ensure the customer felt welcomed yet informed in order to enjoy their visit. Handling complaints and dissatisfaction is a big factor when working in the travel industry and I have developed a calm and patient manner in which to deal with these, as well as keen problem solving abilities, which are essential when, as a representative overseas, you are always the first person guests will come to with their frustrations. Dissatisfaction must be dealt with swiftly and in an appropriate...

Qualifications & Certifications

Human Resource Management

University of Portsmouth


Chepstow Comprehensive School

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