CAROLINEMORFITT: November 2019

Caroline Morfitt

Professional profile

With fourteen years administration and contact centre experience, I pride myself in being resilient, reliable, ready to develop new skills and adapt in fast-paced working environment and ready to go that extra mile because I have always resolved complaints, office errors and worked as a part of the team in various companies. I am an excellent communicator, IT expert, administrator and enthusiastic, well-organised professional, who can work under pressure and provide excellent customer care and business support.

Skills summary

Administration

· Excellent Knowledge of Microsoft packages

· Outstanding organisational Skills

Customer Service, Contact Centre

· Excellent communication skills

· Efficient team player

· Advanced knowledge of Adobe Captivate, Microsoft Word, Excel, PowerPoint

· Brilliant Internet and Research Skills

Marketing

· Advanced Search Engine Optimisation Skills

· Excellent Advertising Skills

Employment history

May 2019 – September 2019 Lion Spreadsheets, Sheffield

Administrator: providing general administrative support, data entry, typing, photocopying, scanning, answering emails, organising meetings, inputting income and expenditures, liaising with external and internal clients, ordering stationary, processing payments and orders

April 2018 – September 2018 Parkgate Sports and Community Trust Limited, Huddersfield

Administrator: applying for grants, fundraising, liaising with Trustees, contacting charities for update for loan progress, taking part in conference meetings, creating profiles for giving networks, discussing charity improvement plans with Directors, filling out forms in regards to grants

June 20017 – September 2018 Virtual Assistants, Sheffield

Administrator: dealing with emails, general correspondence, writing reports, being personal assistant to business, typing documents, calculating petty cash, inputting addresses, orders, payments, loss, profit, liaising with Directors and performing any clerical tasks, organising venues

February 2014 – January 2017 Capita, Rotherham

Capita Customer Advisor: resolving complex complaints, explaining Npower, Southern Water bills, transferring clients to debt collection agencies, taking payments, setting up direct debits, setting up water, electricity and gas tariffs, going through affordability plans, updating details

August 2015 – November 2016 Barnsley College, Barnsley

Digital Designer: designing eLearning quizzes for teachers, games for students, taking constructive criticism and improving Health and Safety, Construction slide show, interacting with colleagues and working together as a team to design packages, providing IT support

March 2011 – November 2013 Impellam, Blue Arrow, Sheffield

Customer Advisor: answering inbound calls for KnowHow laptops, chasing up repairs, updating customers about their technical PC repairs, resolving complaints, processing orders for Currys’ kitchen appliances, contacting couriers, allocating missing in transit washing machines, refunding

May 2008 – November 2011 HBOS Plc, Lloyds Banking Group, Leeds

Customer Advisor: setting up Halifax, Sainsburys, Lloyds Banking, Royal Bank of Scotland Home Insurance policies, setting up direct debits, explaining Buildings and Contents Cover, Personal Belongings, providing quotes, referring owners for subsidence hazards to providers

June 2004 – October 2016 eConsultancy, Sheffield

Administrator: writing business plans, implementing them, advertising businesses, networking, helping companies to maximise their profit and gain new customers

September 2004 – July 2013 eOffice, Sheffield

Administrator: providing comprehensive secretarial, administrative services to small and medium businesses, consulting, business planning, general advice, income, profit, loss

Other Work Experience

April 2018 – September 2018 Right Way Wills, Barnsley

Administrator: copy typing legal documents, advertising business on directories, designing website, Facebook shop, blogging, creating posts, social media accounts

February 2007 – May 2008

Customer Advisor: explained O2 bills, set up contract tariffs, blocked missing phones, checking O2 mobile network coverage, setting up direct debits, taking payments

Education and qualifications

Ø AAT Access Award in Business Skills Level 1, Pass - Finance and Management Business School - 2018

Ø Complete Training in Search Engine Optimisation, Excellent – Udemy – 2017

Ø The Online Fundamentals in Marketing, Excellent -Google Digital Garage–2017

Ø Sage 50 Accounts, Pass – eCareers – 2017

Ø Diploma Advanced Level 3 in Digital Learning Design, Pass – Barnsley College – 2016

Ø Functional Skills Qualification in English Level 2, Pass – Barnsley College – 2016

Ø Functional Skills Qualification in Mathematics Level 2, Pass – Barnsley College – 2016

Ø Functional Skills Qualification in Information, Communication and Technology Level 2, Pass – Barnsley College - 2016

References available on request

CAROLINEMORFITTNEWCV

Caroline Morfitt

Professional profile

I worked for fourteen years in various contact centres answering billing enquiries, complaints, providing excellent customer care. I also run various self-employment businesses where I processed orders and provided general administrative duties. Furthermore, I also worked as a Marketing Assistant advertising business online and exceeded in supporting teachers in Barnsley College in IT department as a Design Apprentice. I pride myself in being resilient, reliable, ready to develop new skills and adapt in fast-paced working environment and ready to go that extra mile because I have always resolved complaints, office errors and worked as a part of the team in various companies.

Skills summary

Administration

When I worked for eOffice, I helped businesses to improve on their business performance

and I helped clients to gain one thousand more clients through general office support.

As a Virtual Assistant, I was personal assistant for Directors and I booked their meetings, typed documents, answered customer queries and made sure business run smoothly.

Customer Service, Contact Centre

When I exceeded customer satisfaction, hold, wrap up and quality targets in busy contact centres ensuring all calls were answered in timely manner and all complaints resolved.
I went through income, expenditure, set up repayment plans, direct debits resolving queries.

I made sure IT department was running smoothly by resetting teachers’ passwords.
Furthermore, I designed eLearning packages using Adobe Captivate making them outstanding.

Marketing

I helped massively businesses visibility through social media and business directories.
I increased number of customers calling for quotes through search engine optimisation.

Employment history

May 2019 – September 2019 Lion Spreadsheets, Sheffield

April 2018 – September 2018 Parkgate Sports and Community Trust Limited, Huddersfield

April 2018 – September 2018 Right Way Wills, Barnsley

Administrator: copy typing legal documents, advertising business on directories, designing website, Facebook shop, blogging, creating posts, social media accounts, answering marketing queries, pinging website, using Advanced Search Engine techniques to improve online visibility

June 20017 – September 2018 Virtual Assistants, Sheffield

January 2017 – June 2017 Capita, Rotherham

Capita Customer Advisor: resolving complex complaints, explaining Southern Water bills, transferring clients to debt collection agencies, taking payments, setting up direct debits, setting up water tariffs, going through affordability plans, helping customers to save on water bills

October 2015 – October 2016 Barnsley College, Barnsley

February 2014 – October 2015 Capita, Rotherham

Customer Advisor: answering billing queries, setting up tariffs for electricity and gas for Npower, resolving complaints, exceeding customer satisfaction, direct debit targets, transferring customers to external debt agencies, updating them on their gas and electricity accounts