Rachel McGuigan

Experience

• 

  Bradshaws Direct

  Feb 2009 - now

  Managing a small Customer Service team for a Mail-Order company based in YorkTrained and supervised a small team of customer service representatives to ensure that customer enquiries were handled in a timely and professional mannerMonitored customer service performance and conducted performance reviews to ensure that customer service goals were metDeveloped and implemented customer service policies that improved customer satisfactionIdentify and challenge poor staff performance and seek to improve, using company disciplinary procedures when appropriateConduct recruitment activities such as job postings and interviewsCollaborated with cross-functional teams to identify customer service improvement opportunities and implemented corresponding solutionsHandled customer complaints calmly and professionally, resolving customer issues in a timely mannerManaged the company’s social media accountsOptimized website content for SEO and organic search visibilityWrote and edited copy for website pagesEnhanced website design to improve user experienceLiaised with courier companies to ensure reliable and efficient serviceRaised claims with couriers for lost or damaged parcels Show less I started my position at Bradshaws as a Sales Advisor, before being promoted to Senior Sales Advisor and then Customer Service Advisor in 2013. As well as being responsible for a range of Customer Service related tasks I still carry out the role of Senior Sales Advisor at the same time. A few of my responsibilities in this role are -Resolved customer issues in a timely mannerDeveloped and maintained strong relationships with customersProvided telephone, email, and web-based customer service supportAssisted customers in navigating the company's website and online servicesDeveloped and implemented customer service training programsUtilized customer feedback to identify areas of improvement and suggest potential solutions Show less

  • Customer Service Manager

    Jul 2017 - now

  • Customer Service Advisor

    Dec 2013 - Jul 2017

  • Senior Sales Advisor

    Aug 2009 - Dec 2013

  • Sales Advisor

    Feb 2009 - Aug 2009