Melanie Simpson

Melanie SIMPSON AddressSt 2, No’s 11Marital StatusMarried PchelarovoNationalityEnglish General ToshevoDate of Birth23/08/- Bulgaria Telephone-E-mail-- Skills I am able to familiarise myself with new software efficiently and enjoy the challenge posed from doing so. As Customer Satisfaction is my main concern, I remain focused on the needs of both Internal and external customers whilst ensuring the needs of the business are prioritised. Education Preston College, Preston2002 – 2005 Customer Service NVQ (Level 3), European Computer Driving License (ECDL), CLAIT Panacea Training, Bolton1998 – 1999 Retail NVQ (Level 2), Customer Service NVQ (Level 2) Bolton College, Bolton1996 – 1997 Access to higher Education, Basic Information Technology, Study Skills, Information Technology, Business Management and Leisure and Tourism. Little Lever School, Bolton1987 – 1990 G.C.S.E’s English, Mathematics, Information Technology, French, Community Studies, Biology and Home Economics. Professional Experience NSM Tech July 2020- June 2021 Live Help Support Assistant Until recently I was employed as a Live help Support assistant where I was responsible for liaising with gaming clients to resolve any technical issues they encountered on the platform and assisting with enquiries regarding protocols. Icronex Technlogies June 2016- April 2020 Chat Host Here I was employed as a Gaming Chat Host where I was responsible for liaising with gaming clients to encourage interaction on the site and advising of site protocols and promotions. Bingo Diamond 2011 -June 2016 Chat Host/ Support Advisor I transferred to Bingo Diamond as I wanted continue to work with a team I felt a part of. There I was able to familiarised myself with a variety of systems and progressed to a Support Adviser role where I was responsible for liaising with clients who experienced site based issues and assisting in resolving them. Bingo Cabin2008 - 2011 Chat Host As a chat host I was able to familiarise myself with a variety of computer based programs in order to perform my duties, which included, creating an informal atmosphere for clients to relax and enjoy their gaming experience. I was responsible for maintaining a light and fun filled environment where I kept clients interested in the site by enhancing their gaming experience and providing incentive bonuses. Self Employed2007 - 2012 Bolton Retailer Following the birth of my 1st child my goals changed and I wanted to be able to spend time with my family whilst maintaining a career. As a result, I started my own Jewellery manufacturing / retailing business. Optimum Contact Solutions1999 – 2007 Thynne Street, Bolton Customer Care Manager Starting as a Telesales Advisor, I was required to make outbound calls to promote company sales and contact customers to discuss account arrears. I progressed through several positions. From Advisor (inbound and outbound telephone work), to Analyst (Analysing and developing service levels), to Trainer (teaching business practice and systems to new recruits) until eventually gaining promotion to Team Manager, where I was required to motivate and train my team, whose progress I monitored through regular accreditations and developmental meetings. As a location Learner Representative I was also keen to promote staff education and progression both internally and externally. I was responsible for resolving escalated complaints and enquiries by providing a high level of Customer satisfaction, whilst ensuring the needs of the business are met at all times. I devised and implemented many new systems to ensure the smooth running of our department, and, constantly sought ways to increase Customer Satisfaction for both our internal and external customers. References Available on request