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.
IT
- 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
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
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
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
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
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
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
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
February 2007 –
June 2008 Ventura, Rotherham
Customer
Advisor: explained O2 bills, set up
contract tariffs, blocked missing phones, checking O2 mobile network coverage,
setting up direct debits, taking payments
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 budgeting
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
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