Courtney Couchman

Acted as the primary point of contact for tenants and social housing, sharing feedback with the team and allocating jobs to colleagues. Handled queries via phone and email, resolved troubleshoot tickets, and managed complaints efficiently while ensuring all goals were met within SLA.

Utilized multiple screens and software simultaneously to handle customer queries via telephone, consistently striving to exceed targets. Provided first-time resolutions for customer issues, ensuring all regulations and GDPR were followed for customer data protection and safety.

Performed clerical tasks including printing labels, using Microsoft Excel, and managing records and data entry. Collaborated closely with colleagues to distribute tasks and reported feedback to management regarding team performance, while also assisting customers on the shop floor.

Managed phone inquiries, including answering calls, contacting customers regarding orders, and liaising with other stores. Supported customers with orders, processed cash and card payments using the till system, and ensured the store was opened and closed promptly.

Completed a Level 2 Diploma in Beauty Therapy, gaining foundational knowledge and practical skills in various beauty treatments and practices.

Achieved 7 GCSE qualifications, including core subjects such as Mathematics, English Literature, English Language, and Science. Developed a strong academic foundation across various disciplines.

Grade: Level 2

Completed a Level 2 certification in Customer Service, focusing on essential skills for effective customer interaction and support. Gained knowledge in handling customer inquiries and resolving issues.

Obtained a certificate in Health and Safety at Work from Next Learn Academy, covering key principles and practices for maintaining a safe working environment. Developed an understanding of workplace safety regulations.

Completed a Microsoft Excel from A-Z course by Next Learn Academy, enhancing proficiency in spreadsheet management and data analysis. Acquired skills in various Excel functions and features.

Gained a certificate in Organising and Efficiency Skills from Next Learn Academy, focusing on strategies for improving productivity and task management. Developed techniques for effective organization.