Kerry Millar

Kerry Millar 51 Croft Crescent, Nottingham, NG162QY , United Kingdom- •- Personal statement I have worked within a customer service role to one degree or another since I was 13. My very first job was at my local newsagents aged 13 where I began serving customers. I've always enjoyed being able to go out of my way to make sure the customer feels like they matter, rather than just another name/number. I always strive to provide outstanding customer service, because that's what I would like to receive. I am very confident in my skill set, I enjoy talking with people and can easily converse with people from different walks of life. I am able to keep a level head and manage a stressful situation, I've always had a knack of dealing with customers who have for one reason or another become annoyed or irate. I really don't mind handling complaints for this reason. For the last five years I have chosen to be a remote worker. This has meant I am able to still take my children to school each day as I don't have to commute to the office. I've found that I actually prefer a remote working position, I find I am more productive as I'm not instantly accessible to other team members so there's no inclination from them to stop at my desk for a chat. When they do contact me, or I them, it is always necessary and work related. After 27 years within customer service roles I still thoroughly enjoy my role as a customer Service Advisor. I am competent with word based systems and am very quick to pick up in house systems and processes. Work Experience Quality Assurance Advisor, Haven Power Ltd - Remote Working 11/2015 - 03/2018 Responsibilities & Achievements Carry out quality audits on the direct debit accounts which have recently had their payments adjusted by other colleagues to ensure accuracy. Liaising with team leaders and feeding back results of audits and any training needs as necessary. Auditing complaints resolutions ensuring the colleague concerned has done everything in the customers best interests and to compliance in order to resolve. Working through data cleanse projects to ensure accuracy of information held in preparation of new systems being rolled out across the business. Handling complaints. Carrying out telephone call audits. This was a remote working position. Customer Service Advisor, Haven Power Ltd - Remote Working 04/2013 - 11/2015 Responsibilities & Achievements Contacting customers to obtain up to date meter reads in order to ensure accuracy of billing. Investigating returned mail items to find out whether a customer is still at the property or not. Processing changes of tenancy on the internal systems. Contacting customers following a complaint resolution to ensure they were happy with how the complaint had been handled and resolved. Assessing the payments plans on customer accounts against the consumption to ensure accuracy of payment and altering as necessary. Carrying out health checks on the accounts alongside the customer to ascertain whether their accounts are being serviced efficiently. This was a remote working position. Customer Service Advisor, Unique Chic Furniture Limited - Flexible Working 03/2012 - 12/2012 Responsibilities & Achievements Answered customer queries over the phone and via email. Managed furniture listings across three separate selling platforms, ensuring accuracy and exact detail. Arranged payment processing via the in house online payment system and also over the phone with a card payments system. Liaised with stockists and logistics firms to ensure swift and smooth delivery of items. Continued customer contact to ensure the customer was always kept informed as to the progress of their orders. Problem solving whenever issues arose with deliveries or failures. Complaints resolution with customers ensuring the best possible outcome for the customer. This was a partially remote working position. Retail sales operative, Debenhams 10/2011 - 01/2012 Responsibilities & Achievements My role was to ensure stock levels were correct on the shop floor. Serve customers, answer customer queries, set up credit accounts (store cards). Ensure me section of the store was clean and tidy and free from hazards. Agreed Reads Co-ordinator, Eon 02/2000 - 04/2004 Responsibilities & Achievements I was part of the management team for the agreed reads change of supply team within eon. The teams role was to ensure all accounts that had undergone a change of supplier (for gas and electricity) had been started and ended on correct meter reads. Liaising with other utilities suppliers to ensure the smooth transfer for customers. Within my role I was responsible for managing performance targets on a person by person basis for the electricity focused team members, also ensuring we were hitting company led kpi's. Managing the staff rota to ensure continuity of experience and cover throughout our customer contact hours, liaising with recruitment agencies to secure new members of staff and also arranging payroll for agency staff members. I would deal with escalated customer complaints both from within the team and across the business. I was also called upon by higher management teams when relevant to progress complaints through to resolution. Customer Service Advisor, Eon 03/1999 - 02/2000 Responsibilities & Achievements Managed a portfolio of customer accounts end to end. Ensured accurate set up of accounts, billing, meter read entry, payments and incoming customer queries. Handling customer complaints on an as required basis. Working with in house systems such as BDSM, Mainframe, ICE, FIRE. Excel spreadsheets and databases, word and PowerPoint on a daily basis. I was the team VDU assessor as well as being the change focal point for the new systems as they were rolled out (ICE and FIRE) and being an escalations focal point. Qualifications Glaisdale Comprehensive School 1988 - 1993 GCSEs: ● English Literature - C ● English - C ● Maths - D ● French - B ● History - C ● Child Development - E