Rebecca MacInnes
Dubai,United Arab Emirates
Summary
A bright and hardworking individual with a polite and friendly disposition, always conducts self in a professional manner. Strong customer service skills; consistently delivering exceptional customer service. Displays a positive, helpful attitude daily; repeatedly praised by customers and employees alike. Possesses excellent communication skills and is confident in reaching out to customers to offer help, advice and information. Punctual and well organised. Computer literate; experienced in Excel, Word, Power Point, Outlook & Internet. Able to handle customer complaints and deal with challenging customers. A solid team member who is determined to succeed and who also recognises the importance of effective team working and multi-tasking in a fast-paced environment.
Overview
14
14
years of professional experience
3
3
years of post-secondary education
Work History
BMW/MINI Service Advisor
Arnold Clark
Glasgow, Scotland, UK
10.2021 - 10.2023
- Handling all customer requirements for service and vehicle repairs in an efficient and professional manner.
- Liaising with the workshop to ensure that customer requirements are fulfilled and communicated accurately.
- Making sure the customer database is updated and accurate at all times.
- Following the company's digital journey from booking in a customer through to creating their invoice for payment.
- Explaining fully to customer's any faults or repairs found on their vehicle and providing them with clear and accurate solutions.
- Treating any dissatisfied customers with empathy and understanding and having the confidence to take a positive approach in finding solutions.
- Maintaining knowledge of aftersales products and services, up-selling where appropriate.
- Strong organisational skills to schedule work effectively, balancing the needs of the customer and the capacity of the workshop.
- Ability to work within defined processes and guidelines.
Customer Service Advisor
Arnold Clark
Glasgow, Scotland, UK
05.2017 - 10.2021
- Displaying commitment to the customer service department initiatives and enthusiasm for the customer services role.
- Handling complaints via the telephone as well as handling written and social media complaints.
- Handling a range of complaint types and complexities of complaints and logging complaints to the customer services complaints management system.
- Understanding and identifying the root cause of complaints.
- Helping under-performing branches to improve the customer experience and reduce their complaints by assisting them in constructing action plans.
- Mentoring/training new colleagues within the department.
- Displaying excellent levels of written work and telephone complaint handling, measured by quality assurance testing.
Restaurant, Bars & Events Attendant
Abode Bistro/Bar
Sydney, Australia
10.2016 - 01.2017
- Assisting in the smooth running of the bistro/bar area to deliver a high standard of service and customer satisfaction.
- Serving food and beverages in a variety of different corporate events, ensuring impeccable service and presentation of all.
- Assisting guests with any special requests and additional enquiries.
Front of House Team Member/Bar Staff
Greene King
Glasgow, Scotland, UK
09.2015 - 09.2016
- Working closely with team members in a supportive and flexible manner, focusing on delivering an exceptional customer experience.
- Setting up, stocking up and maintaining work areas throughout the day & night.
- Providing a visible presence to ensure that all customer requests and queries are responded to promptly and effectively.
- Completing closing duties, including the cleaning of all equipment and areas, restocking items, completing daily cleaning checklists.
Customer Team Member
The Co-Operative Food
Isle of Benbecula, Scotland, UK
07.2009 - 08.2013
- Greeting customers in a polite and friendly manner.
- Providing a professional and courteous service to all customers.
- Assisting with purchases.
- Resolving any customer issues effectively.
- Working towards targets and up-selling product promotions to maximise sales revenue.
- Responsible for allocated aisle within the shop, which involved product displays, stock rotation, gap checking and stock reductions.
- Operation of cash register, processing Visa, MasterCard and cash transactions.
- Ensuring store was always kept clean and tidy and free from any potential hazards.
- Working knowledge of Health & Safety, Risk Assessment and Fire Legislation.
- Adhering to systems and procedures for recording wastage and stock movements.
Education
BA (Honours) - International Tourism Management
Glasgow Caledonian University
Glasgow, Scotland, UK 09.2014 - 04.2016
High School Diploma - Travel and Tourism
Glasgow Clyde College
Glasgow, Scotland, UK 09.2012 - 06.2014
Skills
- Excellent communication skills
- Strong interpersonal skills
- Dedicated team player
- Data entry and diary management
- Strong customer service skills
- Conflict resolution and problem solving
- Prioritisation and time management
- Organised and reliable
- MS Office proficiency
- Customer-service orientated
- Telephone skills
- Up-selling
Personal Summary
I have over 14 years of experience delivering a high-quality level of customer service between working in retail, hospitality and customer service-based roles and believe that I work well both individually and as part of a team. I have excellent communication skills and I am confident engaging with customers and offering help, advice and information when needed. I am a conscientious person who works very hard, is well organised and pays attention to detail. I am currently looking for a new opportunity in Dubai to leverage my skills and expertise in a dynamic and innovative organisation that shares my vision and values.
References are available upon request.
Timeline
BMW/MINI Service Advisor
Arnold Clark
10.2021 - 10.2023
Customer Service Advisor
Arnold Clark
05.2017 - 10.2021
Restaurant, Bars & Events Attendant
Abode Bistro/Bar
10.2016 - 01.2017
Front of House Team Member/Bar Staff
Greene King
09.2015 - 09.2016
BA (Honours) - International Tourism Management
Glasgow Caledonian University
09.2014 - 04.2016
High School Diploma - Travel and Tourism
Glasgow Clyde College
09.2012 - 06.2014
Customer Team Member
The Co-Operative Food
07.2009 - 08.2013
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