KOURTNEY FORD

Assisted customers with queries via web chat, email, and telephone, resolving complaints through email, Trustpilot, and phone. Used product knowledge to troubleshoot issues, negotiate solutions, and built rapport to improve customer satisfaction and loyalty.

Supported children and families with practical and administrative needs, including job applications and accessing further support. Managed referrals, complaints, and multi-agency enquiries via email, telephone, and face-to-face while completing a full-time placement during postgraduate study.

Handled customer enquiries via telephony and live chat, managing referrals and complaints processes. Advised customers on relevant policies and government processes.

Managed and created content for company social media accounts while handling customer service enquiries and complaints. Issued refunds and returns and supported store policy training for fellow employees.

Operated tills and handled phone calls, order inquiries, and customer complaints. Replenished stock, assisted with display management, and advised customers on fashion products.

Grade: 2:1

Earned a BA (Hons) in Social Policy (Crime, Policing & Community Justice), graduating with a 2:1 classification.

Grade: Distinction*

Completed a Level 3 National Diploma in Business & Law with a Distinction* grade.

Grade: 7 GCSEs A*-C (incl. A Eng, C Maths, B Science); BTEC Merit; Business Studies Merit

Achieved 7 GCSEs at A*-C (including A in English, C in Maths, and B in Science) and completed a BTEC Diploma in Health and Social Care (Merit) with Business Studies (Merit).