GB
Open to opportunities

Gemma Bowen

@gemmabowen

Customer service expert with over 20 years of experience.

United Kingdom
Message

What I'm looking for

I am looking for a role that values customer engagement and offers opportunities for growth.

I am a dedicated customer service professional with over 20 years of experience in delivering exceptional service across various sectors. My passion for engaging with diverse individuals allows me to connect personally, ensuring that every customer feels valued and heard. I thrive in high-pressure environments, consistently achieving first-call resolutions and maintaining call quality scores above 90%.

Throughout my career, I have honed my skills in managing high call volumes, resolving inquiries efficiently, and building rapport with customers. My experience spans remote roles in customer support, sales, and data entry, where I have demonstrated my ability to adapt and excel. I take pride in my self-motivation and commitment to continuous improvement, often pursuing additional training to enhance my knowledge and skills.

Experience

Work history, roles, and key accomplishments

IR
Current

Customer Service Advisor

Integro Clinics - Via March Recruitment

Jun 2025 - Present (1 month)

Managed a large volume of incoming calls from diverse members and GP referrals. Operated effectively in a dynamic environment, processing prescription orders accurately, monitoring stock levels, and providing alternatives as needed. Resolved inquiries promptly and efficiently.

CA

Customer Service Advisor

Capita via Tulip Recruitment Agency

Apr 2025 - Jun 2025 (2 months)

Managed inbound communications from schools, local authorities, and test markers through various channels, providing clear, accurate information and excellent customer service related to Statutory Assessments Tests (SATs). Maintained precise and timely records of all calls and adhered to relevant Capita Group policies, procedures, and Quality Standards.

CA

Customer Service Advisor- Pensions

Capita via Tulip Recruitment Agency

Jan 2025 - Mar 2025 (2 months)

Managed a high volume of inbound calls related to pensions from various members and their beneficiaries, addressing a wide range of queries while meeting agreed service levels. Operated efficiently in a fast-paced environment, maintaining an excellent telephone manner and demonstrating empathy.

HG

Customer Service Advisor

HGS Group

Sep 2024 - Dec 2024 (3 months)

Supported a critical government financial aid scheme, contributing significantly to the delivery of exceptional service. Assessed and processed applications meticulously, reviewing individual cases, and ensuring strict compliance with scheme guidelines. Handled inbound contact and Case Management proficiently, ensuring timely and accurate guidance.

NA

NHS 119 Call Handler

NHS Through Recruit Right Agency

Apr 2023 - Aug 2023 (4 months)

Managed inbound calls from vulnerable citizens aged 75 and above to schedule Covid-19 booster vaccinations. Provided accurate and up-to-date guidance to customers, scheduled appointments efficiently, and updated customer details while handling sensitive personal information responsibly.

SE

Customer Service Advisor

Same company as previous (campaign change to EE)

Jun 2022 - Oct 2022 (4 months)

Engaged with existing customers for services like topping up, new SIM registration, issuing PAC codes, handling usage inquiries, and overall customer service related to PAYG accounts. Managed inbound calls efficiently, built rapport, and achieved first call resolution consistently.

SK

Outbound Sales Advisor

Sky

Feb 2022 - Jun 2022 (4 months)

Engaged with new customers to discuss world-class products and various subscription options. Operated an outbound dialer system, achieving high call volumes daily while meeting duration and sales targets hourly. Conducted comprehensive profiling for each customer to recommend tailored products.

SA

Customer Service Advisor/ Test & Trace

Serco Group Via Adecco Agency

Nov 2020 - Jan 2022 (1 year 2 months)

Contacted the general public to provide guidance on appropriate actions after exposure to Coronavirus. Achieved at least 90% in call quality checks by adhering to KPIs, input accurate data for each case to ensure reliable records, and established rapport and trust swiftly with each individual.

CA

Test & Tracer/ Customer Service Advisor

Capita PLC Via Blue Arrow Agency

Apr 2020 - Aug 2020 (4 months)

Contacted the general public to provide guidance on appropriate actions after potential exposure to Coronavirus. Made primarily outbound calls while also managing incoming inquiries, updated internal systems, and maintained accurate data records.

Education

Degrees, certifications, and relevant coursework

HS

Heath Park High School

GCSE's, General Studies

Grade: A-C

Achieved GCSE's in grades A-C, including Maths, at Heath Park High School. This foundational education provided a strong academic base.

DC

Dudley College

NVQ Level 2, Information Technology

Grade: Level 2

Completed an NVQ Level 2 in IT at Dudley College. This vocational qualification enhanced practical skills in information technology.

DC

Dudley College

NVQ Levels 2 & 3, Customer Service

Grade: Levels 2 & 3

Obtained NVQ Levels 2 and 3 in Customer Service from Dudley College. These qualifications developed comprehensive skills in customer relations and service delivery.

Tech stack

Software and tools used professionally

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Gemma Bowen - Customer Service Advisor - Integro Clinics - Via March Recruitment | Himalayas