Tiffanie Wells

24 years in the Face to Face and Call Centre Industry with excellent working  knowledge of KPI, and the best phone manner you will ever hear. I pride myself on scoring 100% in my QA checks with all my employers, and, giving 100% to the Customer to resolve problems to a satisfactory conclusion. I have supported complaints departments and can deal with very angry and upset customers. Resolving the the problems and ensuring we keep the customer. 

I have Supervised a team of people throughout the busiest periods, such as Christmas in an online Retail environment, and trained new members of staff to have the same high standards. 

I am loyal and dedicated to any company that chooses me. Working to ensure my company expands their customer base and reputation.  

October 2023-May 2025 Konecta: Working for an Outsourcing company on the Hotel Chocolat campaign, we took incoming calls and emails from Hotel Chocolat to process orders, deal with problems with delivery and products, and to refund. I personally dealt with Customer Complaints, Supervised Staff using Vocalcom monitoring systems and meet a strict KPI percentage of 97%

July 2022-June 2023: Saga Cruises:

Booking luxury Cruises for people over 50 years of age, and ensuring everything was perfect for them. Up-selling cabins, and making sure all excursions were booked for the customer. Ensuring logistics, such as private taxi pick up was booked. Dealing with complaints. Processing large amounts of money securely online, and, ensuring all ridged GDPR processes and procedures were adhered to at every step.

January 2000-April 2022: DWP Work Coach.

To manage a caseload of customers to get them into work as quickly as possible, whilst helping them overcome barriers. To offer courses and support customers with completing training. Processing customers Welfare Benefits in an accurate and timely manner.

Hounsdown School 1985 to 1989

5 GCSEs including Maths and English.

NVQ Level 2 in Operational Delivery