Lauren Smith
@laurensmith
Customer service and complaints specialist with 7+ years resolving complex queries.
United KingdomWhat I'm looking for
I’m a customer service and complaints specialist with over 7 years’ experience providing timely, accurate advice. I’m quick to learn and adapt, and I enjoy working as part of a team as well as independently.
At Tata Consultancy Services on behalf of Scottish Power, I supported customer advisors delivering exceptional service while on live calls. I maintained and updated customer database records, supported advisors with high-level SAP knowledge, and provided accurate advice on company policies and industry processes. I also completed call monitoring and quality checks to ensure compliance standards were met, and trained colleagues to an advanced level on billing and back office systems.
Earlier, I worked as a Complaint Handler, managing complex customer queries that reached escalation. I investigated complaints in detail, communicated effectively through written and verbal correspondence, and provided updates within agreed time frames—prioritising workloads while maintaining high attention to detail to meet customer expectations. My focus was on timely, efficient resolutions to prevent further escalation.
Following a career break to pursue solo travel, I’m now eager to re-enter the workplace and apply my previous experience and newly developed skills. Through extended international travel, I built independence, problem solving skills, and resilience by managing travel logistics and engaging in cross-cultural communication.
Experience
Work history, roles, and key accomplishments
Bar Staff
Warrington Irish Club
Sep 2022 - May 2025 (2 years 8 months)
Served alcoholic and non-alcoholic drinks in a fast-paced environment, processing cash and card payments accurately using a till system. Checked customer identification to comply with age-related alcohol sale requirements and maintained clean, organised bar operations.
Skills Specialist
Tata Consultancy Services
Sep 2019 - May 2025 (5 years 8 months)
Supported customer advisors handling live calls for Scottish Power, providing accurate advice on policies and industry processes. Maintained customer database records and trained colleagues to an advanced level on billing and back-office systems.
Complaint Handler
Tata Consultancy Services
Mar 2018 - Sep 2019 (1 year 6 months)
Managed complex customer queries escalated to complaint handling, investigating complaints and providing timely written and verbal updates. Delivered resolutions in line with complaint handling standards while prioritising workload to meet customer expectations.
Customer Service Advisor
Tata Consultancy Services
May 2017 - Mar 2019 (1 year 10 months)
Handled inbound and outbound calls in a fast-paced customer service environment, providing detailed information on services, billing, and product options. Resolved product and billing queries while meeting KPI targets and delivering first-time customer resolutions.
Fitness Instructor
Warrington Youth Club
Jun 2016 - Nov 2017 (1 year 5 months)
Opened and closed the gym and guided clients on correct exercise techniques to ensure safe use of equipment. Maintained cleanliness and removed health and safety hazards while encouraging clients to build confidence with training.
Outbound Sales Representative
Sun Sea and Sickness
Jul 2016 - Apr 2017 (9 months)
Contacted potential customers to promote services and followed up on leads to generate sales opportunities. Answered customer product queries and built rapport to support ongoing customer engagement.
Waitress
The Hideaway Café
Nov 2015 - Jan 2016 (2 months)
Welcomed customers, took food and drink orders, and assisted with food and drink preparation. Handled cash and card payments at the till accurately while supporting smooth café service.
Education
Degrees, certifications, and relevant coursework
Great Sankey High School
2010 - 2015
Attended Great Sankey High School in Warrington from 2010 to 2015.
Tech stack
Software and tools used professionally
Availability
Location
United KingdomAuthorized to work in
Job categories
Skills
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