Elaine McDermott

Experience

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  O2 (Telefónica UK)

  Jun 2004 - May 2006

  Network Services and Corporate Customer Care Advisor

  Took ownership and resolved customer issues at the first point of contact with minimum supervision. Supported and shared information to improve individual and team performance. Was responsible for looking after corporate companies' email and telephone accounts while maintaining a strong relationship with existing and new clients. Ensured orders were completed in a timely and accurate manner and that clients were dealt with promptly and professionally.

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  Santander

  Jun 2006 - Apr 2009

  Subject Matter Expert and Complaints Handling Advisor

  Handled customer queries, discussed transactions and charges and assisted customers with managing their finances. Dealt with customers calmly and efficiently whilst working under pressure. Actively took ownership of complex complaints and actively listened and empathised to resolve situations to the benefit of the customer and with minimum cost to the company. Identified faults within the business area and followed the investigation process through to resolution. Worked with an external team to design and deliver new training material to Ecommerce advisors in a new call centre. Show less

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  The University of Sheffield

  Jun 2009 - now

  Responsible for offering specialist support in the continued integration and development of Accommodation & Commercial Services (ACS) IT systems, including StarRez. In charge of guiding staff to embed StarRez into the sales and letting of owned and managed University accommodation. Necessitate future planning in line with the yearly cycle of working in an academic place of study, all while developing the service to drive staff to provide excellent customer service to all students and visitors to the accommodation. Show less

  • System Manager

    Jul 2023 - now

  • Accommodation Systems Developer

    Jan 2019 - Jul 2023

  • Accommodation Systems Project Co-ordinator

    Oct 2016 - Jan 2019

  • Accommodation & Lettings Assistant

    Jun 2009 - Oct 2016