1. juleswood82@googlemail.com – 07794 046305
JULIE WOOD
A customer service professional with outstanding complaint management skills seeking a new challenge.
April 14 – Present Customer Service Scheduler - Sharps Bedrooms
Headhunted to work within the after sales department. Main responsibilities involved:
 Ensuring quality control measures were achieved through rectifying remedial works identified by Field
Managers and/or customers
 Having the authority to handle complaints using my judgement and award compensation where
appropriate, leading to high levels of customer satisfaction and repeat business. I consistently received
letters of thanks from satisfied customers and prided myself on turning complaints into satisfied customers
 Working closely with the Collections Department by chasing outstanding debt from customers
 Working closely with payroll to ensure installation engineers were paid accordingly
Jan 12 - April 14 Emergency Scheduler – Gunnebo UK Ltd. (Security Systems Supplier)
Initially a call handler, logging calls from banks or retailers who were experiencing problems with their safes and/or
locks. Relevant information was then passed to the scheduling team.
Following a rapid promotion into the Scheduling team my responsibilities increased to:
 Acting as main point of contact between client and engineers
 Prioritising jobs in accordance to their urgency
 Diary management of engineers to ensure SLA’s were adhered to
 Liaison with police and other security professionals
This was a varied role and I enjoyed the challenges of solving problems under pressure and within strict time frames.
July 11 - Dec 11 Supervisor - Cousins Furniture
A customer service role, mainly involving managing complaints regarding furniture purchased from their retail outlets.
I worked within a small team booking appointments for furniture restorers to attend customers properties, and also
liaising directly with Cousins showrooms and suppliers. I also handled escalated complaints.
May 09 – June 11 Supervisor – Dolphin Bathrooms
Headhunted by a previous manager. Initially responsible for arranging appointments for designers to visit customers
premises in order to complete bathroom design consultations.
Following a move into the Retentions Department I was responsible for rescuing business that was due to cancel. My
abilities were recognised here and I was given the authority to negotiate price reductions, along with providing high
levels of customer service, in order to help retain business.
I also spent time with the Orderbank Department which involved following the initial customer order through to
completion. I was the key contact for customers and enjoyed building relationships.
Following promotion to Supervisor I managed the Appointment Booking Team which comprised 4 people. My main
responsibilities here were to ensure my team achieved their appointment targets and provided outstanding customer
service.
May 08 – May 09 Office Administrator – Gileskips
A temporary role following redundancy, main duties were;
 Running direct marketing campaigns
 Managing orders including arranging delivery & stock control
 Helping with payroll & handling payments from orders

2. juleswood82@googlemail.com – 07794 046305
March 03 – May 08 Customer Service Co-ordinator – Dolphin Bathrooms
As the main point of customer contact it was my duty to liaise with contractors to ensure jobs were completed within
suitable timescales & to appropriate standards. This involved managing contractors work schedules, solving problems,
resolving payment issues & having regular contact with external agencies such as the council or other trades people.
My time within the complaints department taught me valuable lessons in dealing with unsatisfied customers in delicate
situations, my diplomacy skills were put to good use.
Towards the end of my time here I was seconded to Manchester, here I was given much more responsibility &
autonomy. Alongside my main role of managing & training my replacements I was allowed to use my initiat ive to
rectify complaints through offering levels of compensation & was also allowed to offer bonuses to contractors to
encourage service standards to be exceeded.
Feb 01 – March 03 Sales & Service Executive – Home Service GB Ltd
Working in a target driven environment I was the main point of contact between my team & senior management. I
provided sales coaching sessions, held regular team meetings to promote awareness of competitor activity &
approached management or individual members of my team with any issues that required addressing.
Seconded to the retention team I was responsible for contacting customers who had cancelled their policies with the
aim of rescuing the business. As we were competing with other providers I learned the true value of sales through
service.
March 00 – Feb 01 Silver Service Waitress – Ye Old Toll House Restaurant
Taking food orders in a busy restaurant, ensuring prompt delivery of food & drinks.
QUALIFICATIONS
 9 GCSE A-C passes including Maths & English
 Certificate of Achievement in German – Distinction
 Full clean driving licence
INTERESTS
Socialising, going to the cinema, music, Crossfit & swimming.
REFERENCES
Available upon request.