Caroline Morfitt CV

Caroline Morfitt

Phone: 07500720207

Email : itskillsforlife1@gmail.com

I have more than fourteen years’ experience of working in the administration sector as well as working directly with customers face to face and over the telephone. Throughout this period I have continually demonstrated outstanding team working skills and the ability to work effectively with colleague. With over fourteen years’ experience of working in contact centres, I am able to work independently and drive a business forward. Former work colleagues and references would confirm that I am extremely hard working with excellent time management skills. I have a Full Driving Licence. I have offered excellent clerical support, technical and billing help. I am always open to learn new skills and have a positive “can do” attitude and willingness to be flexible and professional.

Experience
25/10/2018 –04/12/2018
ADMINISTRATOR, data entry input services
I provided general administrative support. I typed letters, enter customer orders, quotes, answered incoming emails. I updated income and expenditure on Excel. I processed invoices and chased outstanding debts. I ordered stationery and dealt with petty cash.


20/03/2018 – 24/08/2018
ADMINISTRATOR, PARKGATE SPORTS AND COMMUNITY TRUST LIMITED
Charity wanted to build a gym. I was responsible for raising funds by networking with many sponsors. I applied online for many grants negotiating funds and effectively communicating with non-profit organisations. I provided excellent admiinistrative duties, prioritised tasks in a timely manner and took part in monthly Trustees' meetings discussing outcome of grants applications. I offered and created new fundraising profiles and build strong network connections for new and existing sponsors. I worked as a volunteer for this charity.



02/03/2018 – 25/05/2018
PERSONAL ASSISTANT, RIGHT WAY WILLS
Right Way Wills Limited offered will services. I designed website for them, and created advertisements in creative and professional manner improving brilliantly company's visibility. I typed legal documents, answered will queries, took messages for senior will writers in polite and confident manner. I was also responsible for marketing their business and splendidly increasing their website traffic. I advertised them on business directories, classified advertisements, local listings, blogs, social media greatly increasing their online presence and business popularity. I worked as a volunteer.



02/02/2018 – 20/03/2018
ADMINISTRATOR, DATA ENTRY EXPERTS
I updated customers' addresses, contact telephone numbers, emails accurately on Microsoft OfficeAccess. I was mainly responsible for updating clients' contact details and making sure their addressdid not change meeting daily deadlines. I was self-employed.



02/11/2017 – 20/12/2017
VIRTUAL ASSISTANT, VIRTUAL ASSISTANTS
I updated customers' addresses, contact telephone numbers, emails accurately on Microsoft OfficeAccess. I was mainly responsible for updating clients' contact details and making sure their addressdid not change meeting daily deadlines. I was self-employed.



17/09/2017 – 11/11/2017
administrator, all direct for you
I processed orders, entered data onto Excel, deatl with customers, typed letters and undertook general administrative duties. Furthermore, I liaised with accounts department in respect to invoices, ordered stationary, monitored stock levels and completed customers' requests. I met strict deadlines and prioritised each tasks and helped outstandingly business to achieve its monthly sales targets. All Direct For You was selling clothes through eCommerce shop. I was self-employed.



17/09/2017 – 11/11/2017
sales advisor, mrs c morfitt
I set up my own jewellery eCommerce shop maintaining excellent contact with new and existingclients. I processed orders, dispatched items in timely and accurate manner. I generated invoices,analysed income and expenditure using Excel. I resolved queries and general product returnsproviding high level of customer care. I was self-employed.



10/01/2017 – 20/06/2017
CUSTOMER ADVISOR, CAPITA
I worked as a customer advisor for Capita in busy Southern Water contact centre. I answered all customer service enquiries related to Southern Water, set up direct debits, explained bills and resolved complaints. I ensured customer satisfaction targets are met. I impressively exceeded monthly customer satisfaction, hold, wrap up targets. I offered excellent customer service to clients going that extra mile and offering them relevant water tariff, saving them money or resolving their query by listening to them and making sure they did not call again about the same query. I took part in monthly huddle meetings where we discussed how to improve our performance and learnt new products introduced. I recalculated water bills, explained bills to the clients , analysed their water usage, changed their tariff to better water tariff depending on their personal circumstances, transferred them to other departments, sent them copy of their water bills, set up repayment plan if they had financial difficulties, processed payments, set up direct debits, logged and resolved complaints to their satisfaction, dealt with internal departments, listened to customers and manager feedback and improved my performance. I quickly and effectively adapted to contact centre changes and learnt about new products with enthusiasm and can do attitutde. I offered sympathy and caring attitude to customers and remained calm working under pressure.



06/11/2016 – 14/01/2017
MARKETING ASSISTANT, ALL FOR YOU DIRECT
I completed projects on freelancer networks offering outstanding customer service. I signed up with various freelancer portals like upwork, freelancer, and I mainly completed various marketing assisgnments. I had client who asked me to advertise his business on internet on business directories, blogs, create websites for him and social media profile like Facebook and others. I mainly had various customers where I tremendously improved their visibily on Google and adveristed them on Internet and many other classified local advertisements, directories. I used Google Analytics, Google Console, created backlinks, pinged website, created social profies, blogs, used search engine optimisation tools to make their website visible, generated traffic, visitors massively making them to appear on top search engines and directories. I was self-employed.





21/12/2014 – 14/03/2015
ADMINISTRATOR, ECONSULTANCY
I administered eConsultancy business providing outstanding customer service. I typed letters, organised meetings, dealt with customers, entered data . I ensured deadlines were met and prioritised workload.We offer business consultancy services. I offered business consultancy services. I helped to set up your business, input your data, receipts, income. I helped you to grow your business and expanded your services worldwide. I optimised your search engine website ranking and created backlinks for you. I did administrative tasks for you like data entry, secretarial, photocopying and general office duties. I was always there for you and I tailored needs to your business. I was self-employed.





16/03/2014 – 02/08/2014
TRADER, MRS C MORFITT
I sold clothes on eBay and I processed and dispatched orders. I was self-employed.



16/10/2015 – 02/10/2016
DIGITAL DESIGNER, BARNSLEY COLLEGE
While working in a busy design environment at Barnsley College, I prepared eLearning materials for college staff and students and I designed various websites, projects and posters using Adobe Captivate 9. I supported IT department granting administrator account access to teachers for their courses and helping students to access their course if they were unable to issuing them usernames, passwords, refreshing courses in polite and friendly manner. I designed Health and Construction, Flash game, Gypsy & Traveller Awareness Month, Colour Mixing, Excel template, Storyboard Template, Christmas Crossword Puzzle, Photoshop mind map accepting constructive feedback from peers and implementing changes required to the project.



26/05/2014 – 12/10/2015
Customer advisor, capita
My main duties were to enter meter readings, change tariffs and explain electricity and gas bills in Npower contact centre exceeding monthly customer satisfaction, wrap up, hold time targets and providing oustanding customer service. I had to have a polite and efficient telephone manner to be able to deal with enquiries from customers requiring me to have excellent product knowledge. I typed notes on what customer was saying with great accuracy, maintained high level of confidentiallity, recalculated gas and electricity bills giving customer correct oustanding balance, explained clearly their electricity bill usage, changed their tariff to better one to save them money, offered Warm Home Discount and other relevant products depending on their personal circumstances. I processed payments, set up direct debits, sent copy of electricity and gas bills, logged and resolved their complaints, transferred them to relevant departments, liaised with existing departments, set up repayment plans if customer struggled to repay bill., I reached monthly direct debit targets and score card targets for breaks customer satisfaction, wrap up, hold time, accepting feedback from customers and manager and improving my performance.



02/06/2013 – 19/10/2013
Customer assistant, eoffice
I ran my own business which involved keeping accurate records, managing my time effectively andbeing familiar with business planning. I was responsible for search website optimisation, advertisingbusiness for clients and building backlinks. I was self-employed.





08/07/2012 – 05/01/2013
MYSTERY SHOPPER, INTERNATIONAL SERVICE CHECK
I visited various bank branches, shops and websites agents, and evaluated and scored customer satisfaction by pretending to be one of the customers. I also prepared detailed reports about the company’s customer service performance. I was offering excellent writing skills and detailed observation skills helping companies to improve their customer report with the client and spotting weaknesses and strengths of the staff and analysing they way they treated and served clients. I was self-employed.



24/02/2011 – 10/03/2013
CUSTOMER SERVICE ADVISOR, BLUE ARROW
Assisting customers over the telephone, I gave updates about repairs for computers and laptops in KnowHow contact centre, which was part of PCWorld branch. I also chased up deliveries for kitchen appliances. In this role I had to be able to deal with a wide range of customers and explain technical issues clearly.Having listened to customers, I contacted couriers and advised them about delivery time and date for their laptops, rang Newark centre to find out how long it will take for the laptops to be repaired, investigated lost laptops, typed accurately notes for each customer who called, resolved complaints to customer satisfaction. I exceeded monthly customer satisfaction, wrap up and hold time targets, and improved my performance during huddle meetings, listening to constructive feedback from managers. I processed orders for kitchen appliances new orders, took payments when customer bought new kitchen appliance, arranged delivery of a new item, chased up delivery of existing items, reported missing kitchen items with the courier placed. Customers mainly purchased kitchen appliances on Currys websites.









27/03/2011 – 18/06/2011
sales consultant, ati
As a trader, I set up online eBooks store. I sold eBooks on eBay, auctions, malls, online storesdelivering excellend customer service and effectively and quickly communicating with the client andemailing them pdf eBook immediately after purchase. I sent invoices, processed payments, ordersand kept record of business income and expenditure using Excel. I was self-employed.



17/05/2009 – 23/05/2009
MANAGER, CLOTHING DIRECT
I sold clothes on eBay and dispatched items to the customers. I was self-employed.



09/06/2008 – 20/02/2011
sales consultant, lloyds banking group
This role saw me working closely with customers, taking accurate details, explaining products and providing quotes for Halifax Home Insurance. I set up Halifax Home Insurance policies using inhouse Halifax system, Later Halifax became part of Lloyds Banking Group. I also upsold and downsold personal belongings cover for items like jewellery, laptops etc.. I had to very accurately read out information about Buildings, Contents Cover, Personal Belongings Cover and make customer aware that bank is regulated by Financial Service Authority I had to refer clients who lived in subsidence area to underwriters or refer them to different Home Insurance. I also sold Sainsbury's, Bank Of Scotland Home Insurance. I exceeded monthly sales targets, wrap up, hold time and break time. I had outstanding interpersonal skills communicating effectively from clients from all over UK. I remained calm under pressure. I chose the relevant Home Insurance cover listening to customer needs and providing them the best Insurance policy tailored to their personal needs.



24/02/2008 – 12/04/2008
TRADER, SWAN
Moreover, I traded with mobile phones through my online shop. I sold mobile phones on eBay, auctions, eCommerce shop delivering brilliant customer care and making sure customer was happy with my services and came back to me again to buy again. I processed invoices, payments, orders, entered income and expenditure of the business on Excel. I processed refunds, responded to customers' emails and liaised with couriers to deliver items on time. I was self-employed.



27/03/2007 – 17/03/2008
CUSTOMER ADVISOR, VENTURA
Here I explained mobile phone bills in theO2 contact centre. This role involved the ability to explain a range of complicated tariff options clearly and concisely. I offered customers roaming bolt ons, various tariffs and saved them money, I reported lost handsets, checked network coverage for mobile phones, organised returns of broken mobile phones and sent them a new mobile phones, I also resolved complaints quickly and effictively maintaining high level of customer quality standards. I exceeded monthly customer satisfaction, wrap up, break and hold time targets and took on board feedback from managers.





18/11/2007 – 05/01/2008
sales consultant, elegant fashion store
I sold clothes online.I set up my EBay clothing shop which involved keeping accurate records, marketing and merchandising. I advertised splendidly my business on business local directories, classified advertisements and used Majestic search engine optimisation tool to analyse traffic and visitors stats. I emailed customers about their delivery of clothing, processed payments, orders, sent invoices and impressively maintained long lasting relationships with clients as they came back to me again to buy clothes. I recorded income and expenditure using Excel and analysed business performance. I was self-employed.



01/01/2006 – 08/09/2007
sales consultant, swan
I sold clothing.I sold clothes online.I set up my eBay clothing shop which involved keeping accurate records, marketing and merchandising. I advertised splendidly my business on business local directories, classified advertisements and used Majestic search engine optimisation tool to analyse traffic and visitors stats. I emailed customers about their delivery of clothing, processed payments, orders, sent invoices and impressively maintained long lasting relationships with clients as they came back to me again to buy clothes. I recorded income and expenditure using Excel and analysed business performance. I was self-employed.



27/02/2005 – 17/12/2005
sales consultant, swan
I set up my eBay clothing store.I set up my EBay clothing shop which involved keeping accurate records, marketing and merchandising. I advertised splendidly my business on business local directories, classified advertisements and used Majestic search engine optimisation tool to analyse traffic and visitors stats. I emailed customers about their delivery of clothing, processed payments, orders, sent invoices and impressively maintained long lasting relationships with clients as they came back to me again to buy clothes. I recorded income and expenditure using Excel and analysed business performance. I was self-employed.



27/06/2004– 25/12/2004
manager, aardvark computers
Moreover, I run computers and ink cartridges business offering oustanding customer service. I had an affiliate website for computers and ink cartridges and full resale rights. I received 30 % commission from affiliate company. My main role was to generate sales and encourage clients to purchase products. I mainly advertised website on business directories and classified advertisements and massively increased business visibility on Internet.

Education
20/08/2018

aat access award in business skills level 1, FINANCE AND MANAGEMENT BUSINESS SCHOOL


20/06/2018
COMPLETE SEO TRAINING IN SEARCH ENGINE OPTIMISATION, UDEMY





22/05/2018
THE ONLINE MARKETING FUNDAMENTALS IN MARKETING, GOOGLE DIGITAL GARAGE

16/05/2017
SAGE 50 ACCOUNTS 2014 CPD CERTIFIED IN ACCOUNTING, ECAREERS

22/10/2016
ASCENTIS LEVEL 3 DIPLOMA IN DIGITAL LEARNING DESIGN (RDF), BARNSLEY COLLEGE

22/10/2016
ADVANCED LEVEL APPRENTICESHIP IN A DIGITAL LEARNING DESIGN , BARNSLEY COLLEGE

20/10/2016
FUNCTIONAL SKILLS QUALIFICATION IN ENGLISH at LEVEL 2 , BARNSLEY COLLEGE

15/10/2016
FUNCTIONAL SKILLS QUALIFICATION IN mathematics at LEVEL 2, BARNSLEY COLLEGE

10/10/2016
FUNCTIONAL SKILLS QUALIFICATION IN information and communication technology (ict) at LEVEL 2, BARNSLEY COLLEGE

12/07/2015
YOGA EXERCISES, ALISON

02/05/2014
YOGA EXERCISES FOR CORE STRENGHT AND FLEXIBILITY, ALISON


22/04/2013
QUALITY CERTIFICATION MYSTERY SHOPPING, INTERNATIONAL SERVICE CHECK


10/07/2008
HALIFAX GENERAL INSURANCE CERTIFICATE OF COMPLETION, HBOS PLC


15/07/2008
PERFECT SALE INDUCTION , HBOS PLC






Skills
· Customer Services

· Problem solving skills

· IT literate

· Listening skills

· Communication skills

Activities
In my spare time, I enjoy writing eBooks, stories and attending writers seminars.