Eleanor Matthews
47 Ashford Lane, Bristol, BS8 3PQ
+44 7891 562847 | eleanor.matthews@email.com | linkedin.com/in/eleanor-matthews

PROFESSIONAL EXPERIENCE

Customer Care Professional
Meridian Solutions Ltd, Manchester
March 2021 – Present

• Handle an average of 60+ customer inquiries daily via phone, email, and chat channels, consistently maintaining a 95% customer satisfaction rating
• Assess customer needs through active listening and targeted questioning to provide personalized solutions and product recommendations
• Resolve complex customer issues and complaints with professionalism and compassion, achieving first-call resolution rate of 87%
• Process sales orders, reservations, and service requests accurately while managing multiple systems and tasks simultaneously
• Collaborate with sales and operations teams to ensure seamless customer experience and address escalated concerns

Guest Services Coordinator
Riverside Hotel Group, Edinburgh
June 2018 – February 2021

• Provided concierge services to guests including dining reservations, activity bookings, and personalized recommendations
• Managed front desk operations including check-in/check-out procedures, payment processing, and cash handling with zero discrepancies
• Troubleshot guest concerns and service issues promptly, turning potential negative experiences into positive outcomes
• Maintained detailed knowledge of property amenities, spa services, and local attractions to enhance guest experiences
• Trained 8 new team members on customer service protocols, reservation systems, and communication best practices

Sales Associate
Harrington Retail Group, Leeds
January 2016 – May 2018

• Delivered exceptional customer service in fast-paced retail environment, consistently exceeding monthly sales targets by 15-20%
• Conducted needs assessments to recommend appropriate products and services tailored to individual customer requirements
• Processed transactions accurately using POS systems and handled cash, credit, and gift card payments
• Built lasting customer relationships through follow-up communication and personalized service approach
• Assisted with inventory management and sales administration tasks to support store operations

EDUCATION

Associate of Applied Science in Business Administration
Coventry Metropolitan College, Coventry
Graduated: May 2015

SKILLS

Customer Service & Support: Customer care techniques, call handling, customer needs assessment, active listening, complaint resolution
Communication: Interpersonal skills, professional communication, compassion, empathy
Technical Proficiencies: CRM systems, reservation platforms, POS systems, multi-channel support tools
Operations: Sales administration, cash handling, multitasking, troubleshooting, concierge services
Sales: Consultative selling, needs-based recommendations, relationship building

CERTIFICATIONS

Certified Customer Service Professional (CCSP) – 2022
Conflict Resolution and De-escalation Training – 2020