Rebecca Johnson

Managed customer orders to ensure timely delivery and resolved delivery issues, damages, and credit requests. Attended weekly customer service meetings with key partners and handled complaints, alerting third parties of serious issues. Trained new staff, updated training guides, and increased efficiencies by optimizing pallet configurations and order automation.

Maintained and improved stock integrity through daily reconciliation between warehouse and e-commerce platforms, achieving over 99% accuracy. Collaborated with logistics partners to ensure accurate and achievable delivery dates for customers. Managed customer inquiries across calls, emails, and online chats while consistently providing excellent customer satisfaction.

Ensured complaints were accurately recorded, investigated, and resolved within regulatory timescales. Liaised with internal departments to gather information and identify opportunities for continuous improvement. Trained new starters on complaints processes and procedures, and responded to Trustpilot reviews.

Provided first and second-line support to members through online chat, emails, and outbound calling. Took ownership of each query, seeing it through to resolution. Served as the process owner for rejections and objections.

Responded to all customer queries regarding Smart Meters and In-Home Displays, managing customer and industry inboxes within SLA. Booked appointments for meter exchanges, including emergencies, via phone and email. Supported Customer Care and Complaints departments and problem-solved with third parties on complex metering queries.

Handled all initial customer communications via phone, email, and post, and managed the Customer Walk-in Centre independently. Took initiative to resolve complex queries and complaints, preventing escalation. Assisted in training new employees on phone calls and internal systems.

Took initiative to learn various business aspects, including investigating and resolving complex billing transactions. Managed customer emails, social media responses, and dealt with customer reviews on Trustpilot. Handled customer calls, ensuring a smooth customer experience.

Logged and arranged maintenance work for national and international Arcadia stores. Increased team productivity by implementing a new inbox procedure. Prioritized and processed quotes from contractors, forwarding them for approval while adhering to strict deadlines.

Grade: B

Studied Photography at AS Level.

Grade: Maths (B), English Language (B), Art (B), English Literature (C), Geography (C), Graphic Design (C), Religious Education (C), German (C)

Achieved GCSEs in various subjects including Maths, English Language, and Art. Also studied English Literature, Geography, Graphic Design, Religious Education, and German.