Yvette Moyo

Yvette Moyo 77 Sweetman Street Wolverhampton WV6 0AZ--Personal statement The reason why I am applying to this job is that I think that I would be a great addition to a successful company, and would really like further experience in this area of work which I hope will be granted to me. I am a competent, confident and hard-working person, who is willing to discover, develop and build upon new and already achieved skills which I can put into future practice effectively. I am a good listener with adequate experience of the working environment; I am able to communicate well within a group or on an individual level. I have excellent team working skills but am equally comfortable, with operating on my own initiative in pressured and calm situations. I have the ability to motivate others, possess an outgoing personality and have an adaptable nature. Skills and achievements I have the ability to take initiative and work under pressure, which is a skill I developed through work experience at previous jobs I have had one in particular was my job at Eli Venue Dressing where I was part of a team decorating venues for weddings, parties, balls and more I learnt to work under time pressure as there was a specific time the venue had to be done before and also I had to take initiative if I did not think that some decorations where nice I would consult my boss to change them for something better.I am a great communicator, which is not only a skill from previous employment but it is also part of my personality as I believe that I am a confident, bubbly and approachable person who people find it easy to come to talk to. I have managed to build upon this skill in different jobs that I have had before as all of them needed me to be able to communicate with other people other than myself and people that I am familiar with. Education GCSEs George Salter Academy-  English Language – C  English Literature – B  Maths – C  Science Core – B  Science Additional – B  Geography – C  Catering –- B  Health and social care - Level 2 Pass  French – C A’ Levels Health futures UTC 2015 – 2017  Level 3 diploma in health and social care – Distinction*  Chemistry  Biology  Psychology Work Experience January 2023 - Current (Customer Service Clerk) Adrian Flux Insurance, Remote  Offering & providing customers with full care packages, to ensure their satisfaction with their experience.  Dealing with customers through multiple communication standards such as; telephone, live chat, email.  Providing solutions to enquiries covering a wide range of subjects in connection with our customers’ insurance.  Processing the changes to customer’s policies, paperwork and payments.  Handling cancellation of policy requests, ensuring to use as much retention techniques as possible to try refrain the customer from this decision.  Dealing with aggressive and frustrated customers, whilst ensuring to keep a calm, collected but still assertive voice to direct the call correctly. October 2022 – December 2022 (Customer Service Representative) Intrum, Remote  First point of contact for customers taking inbound and outbound telephone calls associated with customer debts and financial outstanding.  Building rapport and relationships with each and every customer individually to ensure personalised and positive customer experience.  Taking time to ask specialised questions, listening and demonstrating empathy when offering a solution that is tailored to the customer’s situation.  Advanced numerical and literacy skills to break down issues or financial complexities with accounts or products being reviewed.  Using various computer systems such as CRM to accurately reflect conversations with customers and their outcome.  Remaining compliant with company policies and ensuring to take ownership of actions to ensure customers do not get disadvantaged at any time.  Meeting call quality targets using the key performance indicators provided in training. April 2021 – September 2022 (Customer Service Agent) Zapp 24/7, Remote  Working remotely as part of team, along with other agents, stores, riders and colleagues within other departments i.e. Fraud team, Last Mile Live Ops Team.  Using various computer systems such as Zendesk, Saleor, Onfleet, Salesforce, Slack & Adyen, to process solutions to customer issues for example; refunds, lateness of order, missing order items, voucher issuing etc.  Quick on feet thinking to make everything, that is done with the role the best course of action each and every time for the customers.  Using the correct company policy and guidelines to ensure the best problem fix for each individual customer, with capability of providing new options too if current are not the best.  Being responsive and taking initiative to always make sure that the company delivery promises of < 20 minutes is always adhered to, and if not playing part that the customer receives compensation for the delayed delivery.  Being the face of Zapp and always ensuring that customer see the extra care and engagement to always ensure they leave happy with the service. January 2020 – April 2021 (UK Customer Service Representative) Flint Group UK, Wolverhampton/Remote  Responsible for building and maintaining an effective working relationship with customers to be able to meet their needs and individual requirements  Responsible for processing customer orders accurately and efficiently  Responsible for following the customer order through to the dispatch stage to ensure the customer receives the order within the delivery lead time and communicating any urgent requests internally  Responsible for checking stock levels needed to fulfill customer orders and liaising with ICO team to resolve stock issues and meet customer needs  Advising the customer of any potential issues that may affect their order and working to resolve these.  Creating invoices (both Consignment and Standard) and understanding the difference between the two.  Accurately maintaining customer price files.  Answering phone calls, and reacting efficiently and professionally to customer queries.  Investigating and processing customer complaints and invoice queries, which may include the accurate and timely creation of credit notes.  Organising returns via our freight forwarders and processing all the relevant documentation.  Maintaining high levels of customer service excellence whilst adhering to all company procedures / rules and processes.  Understanding the stock ordering process and advising the materials planner of additional stock requirements for customers  Responsible for closing off purchase orders and keeping the SAP system clean so that the data is accurate. December 2019 – January 2020 (Product and Purchasing Administrator) Brammer Buck & Hickman (Rubix), Wolverhampton  Processing customer purchase orders, supplier proof of deliveries through company system.  Contacting suppliers through call and email to query outstanding orders and rectify.  Using Microsoft Excel to create Price File reviews and sending round to the correct people to complete such as Product managers, product and customer service managers from supplier company.  Creating pivot tables and using V – Lookup to compare and analyse data  Creating a weekly report for my team manger that includes percentage decrease in outstanding purchase orders.  Liaising with Purchase manager/ supervisor to confirm the Core supplier list.  Ensuring the Core supplier list is up to date with new price lists from each supplier  Contacting supplier company to provide relevant contact details to the Manager who is to be corresponded with.  Understanding and familiarizing with products sold by Brammer which are all industrial such as PPE Wear, Industrial cleaning produce, large automotive parts. October 2019 – December 2019 (Breakdown Customer Service Assistant) RAC, Wolverhampton  Answering inbound calls from existing RAC customers  Dealing with customers on the phone with excellent telephone manner, using phonetic alphabet to ensure they are able to understand clearly.  Inputting information into different systems to ensure that customers are attended to in timely manner  Chasing up jobs that have been put through to ensure the customer received satisfactory customer service  Interacting with new and potential customers by directing them to the correct department to ensure their needs are met.  Dealing with customer complaints in line with RAC procedures to ensure that issues are solved and rectified.  Using maps and gps to locate customers and ensuring than accurate location is stated for patrol.  Dealing with confidential information in a well manner. April 2018 – October 2019 (Inbound Email Customer Service Advisor) Arcadia – Respondez, Wolverhampton  Interacting with customers query’s and complaints on a daily basis to the highest of company standards to ensure that customers are always satisfied with their experience at their chosen retail store.  Using several different computer programs such as Egain, CCP, WebSphere and more to  answer all customer query’s in a concise and timely manner.  Working to reach hourly email targets by staying on track and completing emails quickly but correctly using fast typing skills and easy reading comprehension.  Ensuring all customer queries answered reach the standards of Arcadia, by receiving  weekly progress feedback and improving on anything brought up on report.  Supporting new workers to understand which programs to use and what decisions to make depending on the individual customer. January 2017 – March 2018 (Wedding and Events Coordinator) Eli Venue Dressing, West Bromwich  Interacting with various customers of different ethnic origin, culture and religion  Communicating with customers to ensure that the correct information was taken into consideration and that all of their needs were met  Working under time pressure to prepare events for the customer to the best of my ability and to the customers standards  Meeting deadlines by being organised  Always staying calm and collected even when customers may be panicked  Communication with various chosen vendors that will provide services on the clients event day.  Handling cash transactions between customers and vendors to ensure smooth planning and great excursion to the customers day. January 2016 – January 2017 (Venue Events Interior Decorator) Eli Venue Dressing, West Bromwich  Attracting customers to come and use our services  Working with other colleagues under time pressure to deliver a venue to the standards of the customer.  Working alone at times if venue is of a smaller scale.  I was often responsible for dealing with customers who may have interpreted what they wanted differently and then delivering to the team to see what could be done. This developed my people skills and helped me to understand why customer satisfaction is so important in any business. December 2015 – April 2017 (Healthcare assistant) Nurse plus, West Bromwich (Bank Staff)  Assisting service users with their personal care needs as most service users are requiring end of life care.  Ensuring that medication is administered to the correct service users at the correct time  Ensuring that service users areas are clean and tidy  Helping prepare for meal times and ensuring that all service users eat the right food whether it be normal or puréed food  Writing in care plans to ensure all documentation is up to date  Monitoring service users for any cause for concern such as sudden change of behavior and attitude, new unknown bruises or scars, extreme tiredness and more  Attending staff briefings and meetings to ensure that I am aware of everything that is going on  Interacting with service users for example playing games, talking about things of interest to them and more July 2014 – January 2016 (Waitress/bartender) Ekhaya bar & Grill, Dudley  Ensuring customers receive service with a smile and they are happy to return  Keeping the restaurant clean and welcoming for when new customers arrive  Making sure that orders from the bar do not pile up and are constantly taken to the kitchen  Keeping up to date with new food orders that are ready to be taken to customers from the kitchen  Helping out in the kitchen when orders are busy  Clearing the kitchen floor, dishes and surfaces to ensure dirt does not pile up  Communicating with people on shift clearly and regularly to ensure smooth service  Handling the bar making sure all customers are served even in busy hours.  Restocking the bar with all the necessary drinks, food items and clean cutlery needed