Open to opportunities

Olivia Farrington

@oliviafarrington

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Experienced Sales Support Manager with a focus on customer satisfaction.

United Kingdom

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What I'm looking for

I am looking for a role that values customer satisfaction and team development.

I am a dedicated Sales Support Manager with a proven track record in enhancing customer experiences and driving team performance. At Ice Communications, I worked closely with the Sales Team and directors to ensure efficient order processing while conducting coaching sessions to help my team meet and exceed KPI targets. My commitment to continuous improvement led to the development of training modules that equipped new starters with the skills they needed to succeed.

Previously, I served as a Consultant in the NAPG Department at ICX Europe, where I supported high-end fashion brands for North American consumers. My ability to resolve customer inquiries and exceed targets earned me the opportunity to assist with Victoria Beckham Beauty product launches. I efficiently managed up to 200 tickets daily in a fast-paced environment, showcasing my ability to thrive under pressure.

My experience also includes roles in customer service and technical support, where I applied advanced problem-solving skills to deliver effective solutions. I have been recognized for my performance and expertise, achieving Senior Advisor status and being the top-performing advisor at Dropbox. I am passionate about leveraging my skills in customer service and team leadership to contribute to a dynamic organization.

Experience

Work history, roles, and key accomplishments

Sales Support Manager

Ice Communications

Feb 2023 - Present (2 years 5 months)

Worked closely with the Sales Team and directors to ensure customers' orders were processed efficiently and smoothly. Conducted coaching sessions and one-to-ones with team members to enhance performance and reach KPI targets. Continuously streamlined ideas to improve the customers' experience, as well as developing training modules for new starters.

Sales Support Order Processing KPIs Process Improvement Training Development Customer Service

NAPG Department Consultant

ICX Europe

Sep 2020 - Present (4 years 10 months)

Supported high-end and luxury fashion brands for North American consumers by handling customer enquiries and resolving issues via tickets and inbound calls. Consistently exceeded targets, leading to an invitation to assist with Victoria Beckham Beauty, where I played a key role in new product launches and efficiently resolved up to 200 tickets daily in a fast-paced environment.

Customer Support Product Launch Luxury Customer Relationship Management

Customer Service Representative

Dropbox

Aug 2019 - Present (5 years 11 months)

Specialised in cloud storage services, providing online backup and file synchronization solutions for Dropbox Business Users. After completing a 2-week training course, I was recommended to step up and work with premium users over the telephone, and was recognized as the top-performing advisor for Q4 2019.

Cloud Storage Backup Customer Service

Customer Service/Tech Support

Teleperformance

Sep 2018 - Present (6 years 10 months)

Applied advanced technical support with comprehensive issue analysis to deliver effective solutions. Used up-selling and cross-selling techniques once customer issues were resolved. Recognized as a subject matter expert, attaining Senior Advisor status for expertise and performance, and trained new starters.

Technical Support Issue Analysis Upselling Cross Selling Subject Matter Expertise New Starter Training Customer Service

Administrative Assistant

Mid Cheshire Hospitals NHS Foundation Trust

Jun 2016 - Present (9 years 1 month)

Contributed to the update of contact management systems for National Audit Databases. Coordinated patient appointments and referrals through both telephone and email. Produced data-driven presentations using statistical analysis and government-issued questionnaires to support informed decision-making.

Administrative Support Contact Management System Data Analysis Medical Terminology Basic Life Support

Education

Degrees, certifications, and relevant coursework

Mid Cheshire College

Apprenticeship, Business Administration

Grade: Level 3

Completed a Level 3 Business Administration Apprenticeship. Gained practical experience in administrative tasks and business operations.

Malbank High School and Sixth Form College

GCSE, General Studies

Grade: English (B), Media Studies (B), Maths (C), Science (C), History (C), Business (B)

Achieved strong grades in various subjects including English, Media Studies, and Business. Developed foundational knowledge across multiple academic disciplines.