Laura Hewson

Laura Hewson Holyhead, Wales, LL65 1DS SUMMARY SKILLS WORK EXPERIENCE E-mail: -Phone:- Customer service representative with 6+ years of experience in hospitality, call centre setting & direct marketing platforms including B2E, B2C & B2B. Expertise in sales & customer care. Received an average 100% customer satisfaction. While working in sales I generated a profit of £576,000 during my time of working there. Goal oriented individual that's dedicated to self-development to provide an expectation-exceeding service & work ethic. Leadership & team management. Lead generation through direct marketing: B2C, B2B, B2E. Relationship building. Employee training, development & interviewing. Customer service & being a solution finder. Work ethic. CRM, Zendesk etc... Utility Warehouse 06/2022 — Present Customer Service Support Resolved complex issues regarding customer's energy including metering issues & logical disconnections, erroneous transfers, smart meters & meter readings while taking 200 calls a week. Achieved 92% of call performance goals for accuracy, speed, volume, first call resolution & achieved 100% of customer satisfaction. Maintained a professional, calm & courteous manner when dealing with customer complaints & ensuring a prompt resolution to avoid escalating. Empathised with customer's in vulnerable situations is & recognised triggers to do a vulnerability check accurately. Reviewed customer's accounts & adjusted their charges, refunded credits, took payments over the phone for billing charges & outstanding balances. Quickly adapted to using CRM, Zendesk & other systems. Paragon Event Marketing 01/2020 — 03/2022 Marketing Team Leader & Sales Executive Worked collaboratively with leading brands such as BT, EE, Shell Energy & MoneyExpert (energy & broadband) creating brand awareness through face-to-face customer acquisition on B2E & B2C platforms to achieve goals & profit margins. Generated a combined profit of £576,000 in sales across all four brand I collaborated with during my time. This ensured I always exceeded KPIs & targets. 100 hours of interviewing experience on behalf of the company. Nearly 7000 hours of experience supporting new employees with on-the-job training & coaching across my time with the company. Laura Hewson 1 Conducted effective needs analysis while proactively promoting clients products using persuasive techniques to sign up & close deals with new customers on a day-to-day basis. Educated & motivated new employees through running sales clinics & impacts every morning using a confident & personable approach to public speaking. Wesser 09/2019 — 12/2019 Independant Sales Advisor Worked collaboratively with Uk leading charity, St John Ambulance & created exposure for their brand & raised donations through door-to-door sales. Proactively cold-called leads to increase awareness of the charity causes & maximise sign-ups. Utilised keen organisation skills & time management skills to achieve daily pitching targets. Handled customer objections calmly & professionally, maintaining brand reputation. Customised customer experiences & built effective rapport to build brand loyalty. Trearddur Bay 06/2018 — 09/2019 Head Waitress Offered menu recommendations & wine pairings when requested, suggesting based on specials & customer customer favourites. Prepared & served soft & alcoholic beverages, including specialty coffee & cocktails. Maintained impeccable food hygiene standards for customer comfort & ongoing safety compliance. Placed food, alcoholic & soft drink stock orders strategically whilst maintaining minimal waste. Coached restaurant waiting staff in silver service & managed large teams of staff across various corporate events, weddings & functions, continually delivering exceptional customer service. EDUCATION BA (Honours): Business Management 02/2019 — 06/2022 Open University GCSE's 09/2012 — 07/2017 Ysgol Uwchradd Caergybi English: A* History: A* Textiles: B+ Welsh Baccalaureate: B+ Music: B Maths: C Science: C VOLUNTEERING Little Star Foundation, 07/2014 - Present: Brand Ambassador. The Little Princess Trust, 02/2020: Donated 22 inches of hair. The Prince's Trust, 04/2018 - 08/2018: Community volunteer & fundraiser. CERTIFICATIONS High Ticket Closer, Dan Lok University, May 2020. Laura Hewson 2