Karen Goddard has over 15 years of experience in customer service and administration roles. She is currently a Prize Payout Administrator and Customer Service Representative at Camelot Group, where she handles prize claims, responds to customer inquiries, and hosts winner visits. Previously she held roles in outbound tele sales and customer service at Camelot Group. She has strong computer, communication, and customer service skills.

1. Karen Goddard
9 Campions Close
Borehamwood
WD6 5LA
Tel: 0208 207 6249 / 07909 788084
Email: karengoddard9@gmail.com
Education:
1973 – 1978 J.F.S. Comprehensive School
Camden Town
London. NW1
Examination passes ‘O’ level English
‘O’ level History
‘O’ level Geography
CSE 1 Art
February 2011 – Present - Prize Payout Administrator / Customer Service Representative
Camelot Group Plc, Tolpits Lane, Watford, Hertfordshire
My job role is split between two departments within Camelot. Both are customer service focused. Whilst my main role
is more admin based it has many elements of customer service based work during the course of my working day.
 Handling all types of prize claims received by both mail and on the telephone
 Logging post and sorting into relevant batches ready for processing
 Corresponding by email and mail to a very high standard adhering to strict NLC guidelines
 Utilising skills gained working within the Contact Centre, especially dealing with disputed claims to customer
satisfaction
 Responsible for managing my own work load in line with KPI’s
 Responding to disputed claims utilising customer service skills to resolve customer enquiries to customer
satisfaction
 Handling complex/disputed customer telephone enquiries to customer satisfaction
 Greeting and hosting winner’s visits, adhering to strict SLA guidelines
 Using SAP CRM in addition to Excel and Word as tools to log and respond to all enquiries
 Taking minutes for team meetings
 Running reports and liaising with the Security team for regular updates to resolve customer enquiries to
completion
 Working very much in a team environment to a common goal with very close attention to detail being taken
 I have excellent skills and experience in resolving customer enquiries/disputes through to resolution and most
importantly to customer satisfaction
 I have an excellent speaking voice, I am clear and concise
 I take pride in my objection handling skills when responding to customer enquiries
 I am a great listener and utilise this skill when dealing with customer enquiries
 I treat customers firmly and fairly taking all elements of their enquiry into consideration to resolve their
enquiry to full customer satisfaction
 Escalating enquiries to the security department where required and liaising with the customer to keep them
firmly in the loop

2.  Taking on call backs to complaint customer calls, utilising objection handling skills to complete customer
satisfaction
September 2009 – February 2011 - Outbound Telesales Representative
Camelot Group Plc, Tolpits Lane, Watford, Hertfordshire
 Primary objective of the role to contact retailers and supply them with scratch cards. Also, handling some inbound
calls. Educating retailer with current game information relating to end of game dates and correct stock of games
 Ensuring correct type and quantity of scratchcard packs are despatched
 Tracking orders
 Manually processing IVR (automated telephone ordering system) orders
 PFS (petrol filling station) orders using IRIS as the ordering system
 Making sales calls to ensure retailer understand benefits of new automated ordering system
 Dealing with scratchcard investigations using ES
 Occasionally supporting the TAM (telephone account manager) team working from excel spreadsheets to reduce their
workload making telephone calls to retail estate
 Dealing with retailers across the retail estate
 Regularly taking the minutes for team meetings
March 2006 – September 2009 - Customer Service Representative
Camelot Group Plc, Tolpits Lane, Watford, Hertfordshire
Working within the Interactive Customer Care team as a Customer Service Representative.
 Responsible for answering telephone calls from interactive players and resolve customer queries relating to
tickets purchased, forgotten username / password, account navigation, Direct Debit and playslip management,
account settings management, change of personal details, change of bank details, debit card
 Dealing with overseas enquiries, explaining specific terms and conditions of player purchase rules and
completing relevant forms
 Resolving complaints relating to instant win and draw based games using full knowledge of current
gamestore, adhering to AHT (average handling time) and call quality levels ensuring the GOS (grade of
service) is kept to highest acceptable levels by the GC (Gambling Commission)
 Responding to email enquiries to customer resolution
 Complaint handling, ensuring every aspect of each enquiry answered completely
 Drawing from extensive knowledge base and experience gained through training and daily work experience
 Following Camelot procedure for win claims, ensuring correct information is passed to player and relevant
forms completed and passed to management level
 Ensuring all problems resolved to customer satisfaction
 Provide a service of transcribing calls to assist in enquiries/complaints and security investigation
 Ensuring a high level of service is maintained for both our retailers and players
 In addition to this I was successfully appointed a development role supporting the team manager group,
learning how to operate the daily canvass ensuring GOS adhered to.
June 1999 – March 2006 – Administrator
L & R Developments 17 Nursery Close, Potton, Bedfordshire
General day-to-day running of a small office
Answering phone calls
Creating and maintaining accurate filing systems
Issuing purchase orders to suppliers
Creating sales invoices to customers
Liaising with suppliers ensuring orders are delivered on time to fulfil customer’s orders
Liaising with customers advising when orders are available

3. Some purchase/sales ledger entry work
May 1995 – June 1999 – Break from work being a stay at home mum, bringing up my two young sons
September 1978 – May 1995
During this period of time I have worked in several admin/office/customer service roles for various companies. I have
gained a wealth of knowledge and experience during this time. Sharpening my computer skills, honing customer
liaison skills, admin support work experience
Key achievements:
I have worked on a special project for complaint handling which offered me the opportunity to utilise my skills letter
writing and from this project I gained a better understanding of how to handle my calls when presented with
complaints thus not needing to escalate to management and resulting in a happy customer.
I am a very quick and competent learner and am always willing to develop and further my skills – this has helped in
achieving the skills required for all administration tasks for the Outbound Telesales Department.
I work well in a team environment due to a high level of co-operation and understanding. I have an excellent
telephone manner using patience and understanding whilst keeping inline with company policies. I have a friendly
and outgoing manner and thrive under pressure to meet deadlines.
I put customers at the heart of my work and always strive to resolve their enquiries in a timely fashion to their full
satisfaction.
Leisure activities:
Aquarobics, Zumba, walking the dog, reading, cinema, cooking and baking, gardening.
Special skills:
Typing speed of 80 w.p.m
Word for Windows
Excel
Power point
CIS
SAP CRM
ES
Completed a Mary Gober training course “The psychology of service” to make each call a positive and professional
experience
References:
Mrs D Ramage Mrs L Genovese
12 Wilcox Close 47 Glencoe Road
Borehamwood Bushey
Herts Herts
Tel: 07798 654230 Tel: 07703 552294