Alyson Kennedy is a motivated and organised individual seeking a new career opportunity. She has 11 years of experience in customer service roles, including her current role as a Customer Relations Manager at Three Phone Communications where she supervises a team and handles customer complaints. Prior to this, she worked in banking and retail roles providing excellent customer service and exceeding sales targets. She enjoys building relationships and takes initiative to help colleagues through training.

1. Alyson Kennedy
D.O.B - 02/06/1989
25 Airlie Gardens
Rutherglen
Glasgow
Lanarkshire
G73 5HR
Mobile: 07479511087 • Home: 01415800234 • E-mail: alysonkennedy1989@gmail.com
Driving Licence • Car Owner
Personal Statement
I am an organised and motivated person and always work hard to achieve what I want.
Throughout university I had 2 jobs and by the age of 18 I had my own mortgage and
my own car. I constantly perform above my peers hitting targets. I love working in
customer service and am fully committed to anything I do. For over a year I have
been training and supporting new colleagues in my current role and love helping
and encouraging others when I can.
Work Experience
Customer Relations Manager, HG3 Limited (Three Phone Communications)

2. For the last 11 months I have been working as a Customer Relations Manager for
Three in Glasgow city centre. My role includes supervising a team of first line
advisors who escalate complaints to a management level where I then take full
ownership of the issue from start to finish. I then deal with the customer direct
and by listening and understanding the problem, I communicate a resolution in a
clear, simple and personal way. An ability to defuse emotional and often irate
situations is crucial, as well as building rapport and ensuring the customer is
treated fairly and in line with the regulator's strict guidelines at all times. My
passion for customer service allows me to quickly build trusting, lasting
relationships with both customers and staff. I thrive on making sure each and every
single customer has a positive experience with my help.
I also manage and maintain individual performances in accordance with
performance indicators and objectives. I do this by analysing statistics and other
data to determine the level of customer service the company is delivering and
drawing together reports on the results. My enthusiasm for meeting targets and
sharing knowledge and experience with team members has recently given me the
opportunity to become involved in staff recruitment and appraisals, but also
working with new starts regularly helping to carry out training and coaching
sessions.
Banking Advisor, Lloyd's Banking Group, Glasgow
(April 2010 to August 2014)
Working as a Lloyd's bank telephony advisor I offered customers the highest level of
service possible and often wored with managers to carry out training exercises with
new staff. On an average day I would take between 60-70 calls so cope well with a
busy fast pace environment. Servicing customers general banking needs was my
main role but building rapport to find out my customers needs and offering
appropriate products was also key. On every call my main aim was to assure the
customer felt valued and I always exceeded the targets set for customer service
and sales. I dive into any opportunities that come my way, I boast that I was the
the only /person from a team of 13 new starts to gain a permanent contract after
our 6 month probation period and always push myself to excel in everything I do. I
also took part in many charity events and organise team building exercises with my
colleagues and have enjoyed the social benefits of working in this environment
which allowed me to constantly meet new people and form friendships.
Sales Advisor/Acting Supervisor, Next, Argyle Street, Glasgow

3. (Nov 2007 to April 2010)
As part of the Ladieswear team in Next, I played a large part in ensuring the store met its
sales and profit targets by providing the customers with a fantastic level of service
at all times - which meant identifying their needs, and responding to them quickly.
With varied roles including till-work, fitting room service, stockroom assistance and
front cover, customer service was central to the job. Using my own initiative
coupled with efficiency constantly came to surface especially on days such as
major sales. During the summer while off uni I took on the role of acting supervisor
which gave me huge insight into the importance of great customer service and
managing other members of staff. I thrive when I am able to meet/speak to nnew
people every day and build long lasting relations with customers and staff.
Event Staff, Hampden National Stadium
(June 2006 to October 2010)
As a waitress at Hampden Park my key roles included arranging large dining rooms for
corporate events and match days to a high standard, before welcoming and serving
guests at an extremely fast pace. My main responsibilities were to ensure guests
received high quality service at all times while constantly respecting strict health
and safety procedures. A polite manner and ability to work as part of a team were
among the crucial skills needed. I left Hampden regretfully due to lack of regular
shifts.
Education

4. Strathclyde University, Glasgow
2008 to 2011
Degree in BA Arts and Social Sciences (specialised subjects English and History)
Cathkin High School, Cambuslang, Glasgow
2003 to 2008
English - A
Music -A
History - B
Administration - C
Hobbies & Interests
In my spare time I enjoy spending time with my 2 year old daughter. I also love playing
piano and am currently working my way through grade 7 exam pieces to try and
reach the next level of standard. I spend most of my time socialising with my
friends and family.
References

5. Ms Jane Keith
Senior Executive Officer of Civil Service Scotland
Mobile: 07896186784
Miss A Guthrie (Teacher and piano tutor for 5 years)
Cathking High School
Westburn Road
Whitlawburn
Glasgow.