Joanne Critchley

Provided comprehensive customer support via inbound calls for Transport for London, addressing a wide range of complex queries including vehicle compliance and ULEZ charges. Took full ownership of each customer interaction, ensuring a supportive and valued experience while accurately managing customer accounts and processing amendments.

Engaged with customers via inbound and outbound calls to discuss overdue payments and find workable solutions, successfully negotiating and setting up repayment plans. Exceeded monthly collection targets while providing empathetic and customer-focused support, ensuring all interactions adhered to financial regulations.

Handled a high volume of sensitive fraud-related customer inquiries across phone, email, and live chat channels. Investigated and resolved fraudulent transactions, protecting customer accounts and providing reassurance, while educating customers on fraud prevention measures.

Provided direct customer support for Sainsbury’s Groceries Online through live chat, phone, and email, assisting with online orders, delivery issues, and refunds. Delivered real-time solutions to customer problems, focusing on achieving a high first-contact resolution rate and consistently meeting key performance metrics.

Assisted a high volume of individuals (100+ calls per day) with scheduling NHS COVID-19 vaccination appointments, providing clear, accurate, and reassuring information. Operated effectively in a very fast-paced and high-pressure environment, maintaining professionalism and empathy.

Managed a portfolio of key accounts, ensuring customer satisfaction and contract renewals within the pharmaceutical sector. Exceeded sales and retention targets through effective relationship management and problem-solving, collaborating with healthcare professionals to provide tailored solutions.

Dispensed medications and advised customers on proper usage and health considerations, assisting in managing high patient demand while ensuring accuracy and efficiency. Maintained stock control and patient records in compliance with pharmacy regulations.

Provided IT support for finance software and network upgrades across Derbyshire schools and government departments, including upgrading Windows, Microsoft Office, and network systems. Worked under strict deadlines, ensuring minimal disruption to IT services while exceeding SLA targets.

Studied Computing and IT, gaining a comprehensive understanding of various computing principles and information technology concepts. Developed skills in IT systems and their applications.

Completed a diploma focused on Customer Service, Know Your Customer (KYC), Customer Due Diligence (CDD), and Customer Relationship Management (CRM). Gained expertise in best practices for customer interaction and data management.

Achieved certification in Microsoft Office Suite, demonstrating proficiency in Excel, Word, PowerPoint, Outlook, Access, and Teams. Developed strong practical skills in essential office applications.

Obtained certification in IT Functional Skills, validating foundational knowledge and practical abilities in information technology. Enhanced understanding of core IT concepts and applications.

Completed a certification in People Management, developing skills in leading and managing teams effectively. Gained insights into motivation, performance, and team dynamics.

Achieved Zendesk Omnichannel Agent & Sell for Users Certification, demonstrating proficiency in using Zendesk for customer support across multiple channels. Gained expertise in managing customer interactions and sales processes within the platform.

Completed Salesforce Trailhead Certifications, validating skills in various Salesforce modules and functionalities. Developed practical knowledge in CRM and business processes using the Salesforce platform.