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Viktorija Frolova

@viktorijafrolova

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Customer service professional skilled in lead generation, complaint resolution, and workflow automation.

United Kingdom

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What I'm looking for

I seek a customer-focused role where I can use my skills in complaint resolution, lead generation, and workflow automation to exceed targets and support a collaborative team.

I am a dedicated customer service professional with experience managing inquiries, objections, and complaints to ensure high customer satisfaction. At British Gas I made outbound calls to schedule annual gas appliance visits, generated leads for maintenance contracts, and maintained accurate records using systems like Agent Work Bench, Excel, Outlook, Teams, WMIS, and Dynamics.

I work well independently and in teams to meet and exceed targets, and I bring strong problem-solving abilities, attention to detail, and experience optimising workflows through automated systems. My background also includes frontline retail and warehouse roles where I upheld accuracy, safety, and quality in fast-paced environments.

Experience

Work history, roles, and key accomplishments

Customer Service Agent

British Gas

Feb 2022 - Jul 2025 (3 years 5 months)

Made outbound calls to schedule annual gas appliance service visits while generating leads for maintenance contracts; handled inquiries and complaints with empathy to maintain high customer satisfaction and met monthly targets.

Customer Service Outbound Calling Lead Generation Microsoft Excel Ticketing Systems Agent Workbench

Warehouse Operative

Amazon Fulfilment Centre

Nov 2020 - Sep 2021 (10 months)

Picked customer orders using handheld scanners with high accuracy and productivity in a fast-paced environment, performed daily quality checks and collaborated to meet picking targets and safety standards.

Order picking Handheld Scanner Health & Safety Teamwork Time Management Warehouse operations Process Adherence

Sales Assistant

Poundstretcher

Jul 2019 - Sep 2020 (1 year 2 months)

Assisted customers with product selection and transactions, maintained store presentation and stock levels, and handled complaints and returns to ensure customer satisfaction.

Customer Service Cash Handling Merchandising stock replenishment Complaint Handling Visual Merchandising Retail Operations

Education

Degrees, certifications, and relevant coursework

A-Level

A-Level, A-Level Subjects

Grade: Russian (A*), Mathematics (B), Sociology (C), Business (Distinction)

Completed A-Level qualifications with top grade in Russian and strong results in Mathematics, Sociology, and Business.

GCSE

GCSE, GCSE Subjects

Grade: Higher Mathematics (6), Higher Biology (5), Higher Chemistry (5), Higher Physics (5), Higher French (5), English Language (5), English Literature (4)

Completed GCSEs across multiple subjects including Higher Mathematics, sciences, French, and English.