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Alicia Samuels
Customer Service Assistant
54, Daybrook Drive, Arnold NG5 8DY | 07984 111 222 | ALICIA.SAMUELS@AOL.COM
Profile
- I am an experienced Customer Service Assistant in the travel industry with a can-do mind-set, open to new challenges and with a strong drive to create results.
- Over the past 6+ years, I have proven myself a flexible team player with excellent communication skills, a friendly and approachable attitude and the confidence to deal with typical situations that arise in a customer service environment.
- I can work effectively in a busy environment and have demonstrated that I can think on my feet and maintain professionalism under pressure.
- I have strong numerical skills, accurate and fast data entry skills, and excellent attention to detail.
Key skills & experience
- 6+ years travel industry experience
- Fast accurate data entry
- Supervisory experience
- Competent processing payments
- Customer service face-to-face, email, phone & live chat
- Trained & experienced in MS Office Word, Excel and Powerpoint
- Competent with CRM software
- Asana project management
- Trained in equality and diversity
Work history
Customer Service Assistant
Forward Travel, Derby | March 2017 – date
Working as part of a team of 20 assistants, my role includes helping customers through email, live chat and on the phone. I worked from home 3 days per week and from the office 2 days per week. I also assisted customers face-to-face whilst in the office. Responsibilities included:
- Liaising with our customers and handling customer requests.
- Providing customers with after-sales support.
- Handling and resolving pre and post travel complaints.
- Updating the database.
- Accepting payments from clients over the phone.
- Using our CRM software and Asana to stay connected with the team and work together.
- Supporting the sales and development departments.
- Supervising two office juniors.
Recent achievements:
- Customers rated interactions with me 97% positive in 2020.
- Customers rated my complaints resolutions 94% positive in 2020.
- I was employee of the month 5 times in 2020.
Customer Service Assistant
Excite Travel Co, Derby February 2014 – February 2017
Working at this small travel agency for 25 hours a week alongside six other assistants, we had a strong focus on building customer relationships and retaining existing business. This was done through delivering exceptional personal service (each of us looked after a set of clients). My responsibilities included:
- Meeting customers face-to-face, handling inbound customer calls, making call backs, taking live chat enquiries, handling emails and dealing with incoming post.
- Adding customer data whilst talking/typing.
- Resolving customer complaints.
Achievements:
- Retained 100% of my clients during my employment!
- 100% customer satisfaction scores throughout my employment.
- 86% booking rate on new enquiries (team average was 74%).
- Trained and supervised 3 new team members in my last 12 months.
Qualifications and training
Level 2 Certificate in Equality and Diversity
Vision2Learn, 2019
This 9 week course included understanding equality and diversity in the workplace (including monitoring and protecting peoples’ rights) together with society and the community.
Level 2 Certificate in IT user skills (Intermediate)
Vision2Learn, 2017
This 14 week course was based on Microsoft Office including Word, Excel and Powerpoint
Level 2 Certificate in Customer Service
Vision2Learn, 2017
This 11 week course included understanding the organisation, preparing to deliver excellent customer service, communication in the customer service role and understanding customers.
7 GCSEs including English (B) and Maths (C)
Redhill Academy
Hobbies and interests
Outside of work, I am a member of our local drama group and I frequently appear in plays at Bonnington Theatre. In addition to being highly enjoyable, this has developed me into a confident speaker who is highly competent in working with others and taking leadership.
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How to write a CV for a customer service assistant
Your customer service assistant CV should have the following sections:
- Name and contact information
- Profile
- Key skills & experience
- Work history
- Qualifications and training
- Hobbies and interests
The ‘profile’, ‘key skills’ and ‘hobbies’ sections are optional, but they are all highly recommended as explained below.
Name and contact information
Provide the prospective employer with your:
- First and last name
- Address
- Phone
Only include social profiles such as Twitter and LinkedIn if you only post professional content and you use these to tweet about industry relevant topics. Find out how to build your LinkedIn profile here.
You can optionally include your blog URL if you have one – but again, we would only recommend mentioning this if the content is professional and industry relevant.
Finally, you may wish to mention any additional languages spoken in this section, which can be highly beneficial in a customer service role.
TIP: Don’t include information that might lead the employer to discriminate against you, such as your age, religion or marital status.
Profile
Although optional, the profile section is a very efficient way to quickly tell an employer why you meet the job specification. Your CV is likely to be read digitally and digital documents are read in an ‘F’ pattern, so use this premium space wisely. Study the job advert carefully and sum up in 3 or 4 sentences why you’re the perfect person for the job, addressing the main requirements.
Key skills & experience
It’s optional to have a key skills and experience section, but this again can be extremely useful for highlighting to employers that you have what they are looking for. Employers spend just a few seconds looking at each CV and so summaries and bulleted lists are a great way to catch their attention quickly.
Refer again to the job advert when writing this section, but add in any additional skills you have which may be valuable to the employer. The main skills that employers require for this position are:
- Customer service skills (these days, this might include handling enquiries face-to-face, live chat, video chat, telephone, email or by post)
- Thorough and good attention to detail
- The ability to work well in a team
- Sensitivity, understanding, patience and the ability to remain calm in stressful situations
- The ability to work well under pressure
- Excellent verbal communication skills
- Active listening skills
- The ability to use a computer competently (and typically, be reasonably confident with Word, Excel, Powerpoint etc)
Source: National Careers Service
It’s fine to list off these skills if you have them, but this alone won’t be enough. You need to provide evidence of them throughout your CV. You might show, for example, that you’ve acquired a skill through training, used it through your work history and mastered it through achievements.
Work history
Your work history should be given with your most recent role first. Tailor this for each application you send off, honing in on any aspect of your experience that is likely to be particularly important to the employer.
A brief mention of irrelevant roles (job title, employer, dates) can be included purely to ensure that you don’t have gaps in your employment record. However, if they helped you build any skills that are transferable to your target role, you may wish to include a little detail too.
Many candidates simply list off their job duties when writing a CV, but this doesn’t show the employer that they’re actually any good at their job! Including achievements for each role is a really powerful way of offering evidence that you can carry out your role effectively. Action words can help you frame achievements – see this really great ‘cheat sheet’ from MIT.
Qualifications and training
Although you don’t need to show high level qualifications for a customer service role, most employers value an English and maths GCSE or O Level. In addition, any training in relevant areas can give you an advantage, so it may be worth looking at taking some online courses. Vision2Learn, for example, have free IT and customer service courses which lead to a Level 2 qualification.
In addition, it has never been more important for employers to ensure that staff are treated well irrespective of gender, family status, race, religion, sexual orientation, age, disability or part-time status. Equality and diversity training can therefore be a valuable addition to any CV, regardless of the role applied for.
Hobbies and interests
The hobbies and interests section is another part of this CV which does not have to be included. However, leaving off the hobbies section is a missed opportunity to offer further evidence of valuable skills.
For a customer service assistant role, hobbies that demonstrate confidence, team working and strong communication skills (such as working in theatre or performance arts) are a valuable addition. Hobbies that show empathy and understanding, such as volunteering or working with a community project, are also very valuable.
