Denvar Duffy
Adelaide,Australia
Summary
Proven track record in enhancing customer satisfaction and retention, demonstrated at Teleperformance UK - DWP Universal Credit. Skilled in customer engagement and team collaboration, adept at resolving complaints and managing high-volume inquiries. Increased repeat business through exceptional service, leveraging both complaint handling and relationship management skills to drive positive outcomes.
Overview
16
16
years of professional experience
Work History
Customer Service Executive
Teleperformance UK - DWP Universal Credit
Manchester
12.2022 - 06.2024
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Maintained up-to-date knowledge of product and service changes.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded proactively and positively to rapid change.
- Trained new personnel regarding company operations, policies and services.
- Met customer call guidelines for service levels, handle time and productivity.
Restaurant Supervisor
The Townhouse Restaurant
Barrow in Furness Cumbria
07.2019 - 03.2020
- Handled guest complaints professionally, resolving issues to enhance overall satisfaction levels.
- Improved customer satisfaction by ensuring consistent quality of food and service.
- Coordinated team members with focus on productivity, efficiency and enhancing customer experience.
- Supervised staff to confirm that all food and beverage orders were promptly and accurately prepared.
- Hired, trained and mentored staff to meet and exceed high quality standards.
- Supervised daily cash handling procedures, ensuring accurate accounting records and minimizing discrepancies.
- Monitored health and safety standards to maintain a clean, safe working environment.
- Identified and addressed customer complaints to promote satisfaction and loyalty.
- Increased repeat business through excellent customer service, maintaining strong relationships with patrons.
- Managed inventory control, reducing waste and optimizing resources allocation.
- Monitored staff performance, enforcing adherence to policies, procedures, regulations, health codes, license requirements and top service standards.
- Directed both FOH and BOH employees through daily tasks and monitored performance throughout day.
- Ensured timely order preparation and delivery by optimizing kitchen workflow processes.
Garden Center Sales Associate
B&Q's Home Improvement
Barrow In Furness
02.2016 - 10.2019
- Tracked the growth of various plants through careful monitoring and accurate record-keeping, ensuring their optimal health and appearance for sale.
- Assisted customers with selecting appropriate plants, shrubs, and trees for their specific needs and environments.
- Educated customers on proper planting techniques, maximizing the health and longevity of their new plants.
- Implemented creative signage throughout the garden center to effectively direct customers towards desired products while enhancing visual appeal.
- Increased customer satisfaction by providing expert knowledge on plant care and maintenance.
Chef
The Ferry Hotel
Walney Island
04.2008 - 08.2015
- Oversaw grill, stove, and oven, and cleaned equipment after every shift.
- Checked freezer and refrigerator prior to each shift to verify correct temperatures.
- Maintained well-organized mise en place to keep work consistent.
- Placed orders to restock items before supplies ran out.
- Handled and stored food to eliminate illness and prevent cross-contamination.
- Utilized proper cleaning techniques to sanitize counters and utensils used in preparation of raw meat, poultry, fish, and eggs.
- Trained kitchen staff to perform various preparation tasks under pressure.
- Inventoried food, ingredient, and supply stock to prepare and plan vendor orders.
- Enhanced customer satisfaction by consistently delivering high-quality culinary creations.
Education
Nvq 2,3 - Catering And Hospitality
Furness Collage
Barrow In Furness 09.2007
Skills
- Team Collaboration
- Customer Engagement
- Customer Relationship Management
- Complaint Handling
- Online chat and email
Timeline
Customer Service Executive
Teleperformance UK - DWP Universal Credit
12.2022 - 06.2024
Restaurant Supervisor
The Townhouse Restaurant
07.2019 - 03.2020
Garden Center Sales Associate
B&Q's Home Improvement
02.2016 - 10.2019
Chef
The Ferry Hotel
04.2008 - 08.2015
Nvq 2,3 - Catering And Hospitality
Furness Collage