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Galvin - Customer Service - Bedford, England, UK

Melissa Galvin

Bedford, England, UK


Customer Service

  • Part time


I have worked within customer service all my working life. I see it as my strongest Skill and what I feel most confident in. I have worked as a customer advisor for around 5 years. I have gained experience and tips along the way through my experience.

Work History

(Emerson) Southern Planner


From April 2012

My role is to control 9engineers within the southern region to attend our customer's site and carry out services on their generators. Every planner uses their own initiative to make there area work. I plan to make sure my engineers have work daily. Customers have signed contracts with us I have to maintain that the visits on their contracts are met, I do this by liaising with customers every 3months to discuss when is best for their next visit would be best. I have worked on systems such as internet, oracle, aurora and mailbox. This role is also based on administration, keeping all paperwork up to date at all times, making sure monthly goals are met, engineers paperwork is filed and filled out correctly, invoicing and also stock checks. Within this role so far I have gained a lot of knowledge of new areas, always improving my customer service, communication and organisation skills.

Box clever - Customer Service Contact Centre Advisor

November 2011 - April 2012

My role includes outbound and inbound calls, opening the call using full DPA at all time. Speaking to existing customers whom rent equipment from our company. Finding out exactly what customers requires by asking correct questions and listening to their needs. I respond with a explanation in a full description of what equipment we have to offer. Sorting out delivery dates and times. Confirming back all information discussed. Also dealing with card payments over the phone.

Customer Service Advisor

Call Handler

August 2011 - October 2011

I worked as a call handler at St John Ambulance Service. This role includes answering 999calls of which can be life threating; I am dealing with these calls in a calm collective matter, however being very confident in myself during these calls. My role includes answering inbound calls when received and making outbound calls when needed. I maintain to receive and collect the correct information for each patient whether calls are from patients themselves, NHS/NHS Direct or Doctors, again liaising back this information to Doctors, Police or Fire services if needed. I am able to maintain this by listening and speaking clearly. I currently work their shift pattern of two days and two nights of which i work a 12hour shifts each time. I personally find this job in itself rewarding and has helped me with my confidence as a person.

Receptionist / Hospitality

Woodlands Manor Hotel

July 2011 - August 2011

My role was part time receptionist welcoming guests into the hotel with beverages, dealing with bookings online, over the phone and walk ins. Booking in onto the hotels diaries so everyone is aware of who is staying in what rooms, selecting the correct rooms at customers' requests. Taking guests cash and card payments. Serving guests with requested drinks and food. Finalising invoices for business stays. Making sure hotel expectations are met at all times.

Customer Service Advisor


January 2007 - July 2011

During my time at Autoglass I have performed several roles achieving promotion/career progression due to hard work and my determination to do well within any role that I am currently performing.
My initial employment with the company was as a customer contact centre advisor, This role included:
• Maintaining the highest levels of customer service and care.
• Excellent communication skills (Both verbal and written).
• Personal Responsibility
• The ability to work as part of a team (Meeting both individual and Team targets)
• Processing of card payments
• Conformity with the Data Protection Act
I was then promoted to work within the finance department during which time I acquired new IT skills and broadened my knowledge of this part of the business. These new skills included:
• Inputting and processing data across a variety of IT/Database systems (Inc. Microsoft word and Excel).
• Liaison via Telephone with customers and other parts of the business.
• Processing of invoices and Payments.
• Personal responsibility for daily targets.
• Distribution of written communication/Information within the department

Finally I was promoted to customer service advisor level 3, also known as a scheduler, this role included:
• The control of up to 40technicians across various geographical areas. This included managing their workload and ensuring that their work was completed in accordance with the customer's expectations and timescales.
• Responsibility for completion of invoices, banking, archiving and reports.
• Accountability for branch stock.
• Carry out the technical aspects of all products to deliver excellent customer service.
• Contributing during team meetings/maintain good communication with other colleagues/departments.
• Carry out all day to day activities in accordance with National/Branch operating standards.
I believe myself to...

Pentagon UK- Debt Management Referral Team

This role Included contacting and gaining/maintaining a trusting relationship with new and existing clients. Ensuring that they had received a positive customer service experience and enquiring as to whether or not they would like to refer anyone else to our service. This role was performance/customer service driven.


Cafe Bliss

May 2006 - July 2006

This role entailed,
Providing good customer service at all times (With a smile!), Waiting on customers, collection of customer orders to give to the kitchen, process of payments. Personal resilience-Flexibility in my working hours to meet demand and staff shortages.

Qualifications & Certifications

Hastingsbury Upper School and Community College


College where I

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