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Agnes N.

Customer experience, support, care specialist
  • Suggested rate
    $314 / day
  • Experience8-15 years
  • Response rate100%
  • Response time1 hour
The project will begin once you accept Agnes's quote.
Location and workplace preferences
Location
London, England, United Kingdom
Remote only
Primarily works remotely
Verifications

Freelancer code of conduct signed

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Verified email
Languages
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Skill set (8)
Agnes in a few words
Nine years’ experience in administrative and customer support. An analytical and creative
individual who is motivated by innovative organisation, stemming from experiences of
working from a young age in the family retail business where I was instrumental in
sustaining administrative processes. Skilled in greeting visitors, answering customer
questions, answering phone calls, providing information, waiting area maintenance,
booking appointments and registering deliveries.
Experience
  • FLOWERBX
    Freelance Customer Experience Associate
    October 2020 - Today (4 years and 4 months)
    Advising customers on any possible products, pricing questions, special requests or newfeatures.
    •Delivery routing and delivery issues over the weekend
    •Placing bespoke order for PR
    •Being the first line of contact to incoming leads.
    •Completing transactions for customers and refunds using stripe and spreadsheets.
    •Using Zendesk handling phone calls and emails.
    •Data entry for return, replacements and special requests
    •No perishable return labels and send out replacements
    •Monitor website and backend issue to flag with Tech team
    •Working remotely with otherdepartments and third parties.
  • AVADO Learning
    Marketing Webchat Advisor
    January 2018 - March 2018 (2 months)
    Understanding how the website works and our range of products, offers and courses.
    •Leveraging Salesforce as a CRM.
    •Weekly targets for incoming conversations and weekly updates to senior management.
    •Being the first line of contact to incoming leads.
    •Working alongside sales team to push forward promising leads.
    •Triage off customer as required; Sales, Customer Service or to other departments as required.
    •Advising customers on any possible upsell, pricing questions, collateral requests or courseprogression opportunities.
    •Using SnapEngage to facilitate all webchats
  • Telefonica
    Sales Advisor, 02
    May 2017 - January 2018 (8 months)
    Welcoming customers and finding out what services they required from us, arranging for themto be served by the right colleague.
    •Performing a credit check for loan devices.
    •Completing personal and business contracts
    •Going through contracts and terms and conditions, whilst applying FCA.
    •Talking and guiding customers through the best options suitable for them and their monthlybudget.
    •Analysing and making best recommendations suitable for the individual. Asking the rightquestions and making the right comparisons, to offer the best customer service.
    •Taking phone calls and having webchats with other colleagues in different departments tosolves customerqueries.
    •Accepting calls from external customers to solves queries such as delivery and devices in stock.
Recommendations
Education
  • Bachelor of Science in Manufacturing Engineering
    West Thames
    2017
    Level 3 BTEC Extended Diploma, Manufacturing Engineering