Katie Gibbons

Managed inbound calls for Nespresso account holders, handling orders, cancellations, payments, refunds, and machine repairs. Maintained professionalism and built rapport while consistently meeting KPIs and QA assessments.

Delivered a high volume of parcels efficiently and professionally, ensuring timely completion of routes. Organized the van for optimal workflow and maintained a customer-facing demeanor.

Handled a wide range of customer service requirements, including onboarding, billing, payments, and complaints, while navigating various systems like Kraken. Provided empathetic support to vulnerable customers and managed difficult conversations professionally.

Managed customer emails for Australian night hours, ensuring detailed responses for first contact resolution. Collaborated within a team and utilized Intercom and Kraken efficiently.

Addressed customer queries via social media and email, focusing on first contact resolution and meeting KPIs. Delivered outstanding customer service in a fast-paced environment, demonstrating empathy and understanding.

Managed multiple live chats simultaneously, addressing customer queries via chat, email, and phone using Zendesk. Focused on first contact resolution and providing excellent, empathetic service.

Executed multi-drop parcel deliveries, ensuring accuracy and efficiency for a high volume of packages daily. Maintained excellent customer service and reported effectively to managers.

Performed scanning and packing of parcels, demonstrating initiative and minimizing errors under pressure. Operated scanning equipment and pick trucks efficiently.

Treated clients, built rapport, and maintained clinic cleanliness. Managed client confidentiality and data protection while working independently and as part of a team.

Grade: Triple Distinction*

Obtained a Triple Distinction* Grade (Level 3) in Sports Performance and Excellence. Also completed VTCT certifications in Applying Hot and Cold Techniques and Taping and Strapping.

Grade: English Literature – A, English Language – B, Business – A, RE – B, PE – B, Biology – B, IT – B, Business Studies – B, DIDA- B, Maths – C, Science – C, Functional Skills in English, Maths and IT – Pass

Completed secondary education with strong grades in English Literature (A), English Language (B), and Business (A). Also achieved good grades in RE, PE, Biology, IT, Business Studies, and DIDA.

Grade: 2:1

Achieved a 2:1 (Level 6) in Sports Therapy. Studied various aspects of sports therapy, including injury assessment, rehabilitation, and treatment techniques.