1. Curriculum Vitae
Emily J Semple
3 Lacey Road
Stockwood
Bristol
BS14 8LN
Mobile: 07469 934008
Email:emily.semple@yahoo.com
D.O.B: 15th
July 1991 Nationality: British
Health: Excellent, Non-smoker Driving Licence: Full & Clean
My Current Role
Customer Service Team Manager:
Currently my job role consists of managing a Team of 13 phone staff. I am responsible for encouraging, motivating, managing
KPI’s and giving the staff the support required to complete their everyday tasks. I am a referral point and conduct team
meetings frequently. I am required to multi task, problem solve and work towards deadlines on a daily basis.
I often deputise for the Department Manager and attend meetings and presentations with higher management.
I frequently create projects to improve the business, I generated the company an additional £4000 profit over the first quarter
by introducing the idea of upselling Additional Products into the Customer Service department.
Current responsibilities:
 Conduct regular one to one’s
 Performance management
 Manage KPI’s
 Achieve Sales and Customer Service targets
 Lead by example
 Develop and encourage staff
 Conduct regular team meetings
 Ensure all SLA targets are hit
 Ensure all calls are within the FCA requirements
 Ensure call qualities are exceptional
 Deputise for higher management when required
 Conduct interviews
Skills
People: My people skills involve motivational techniques, task management, problem solving, training and coaching. I believe I
am able to communicate clearly with both colleagues and customers. I am a friendly and open-minded person who can handle
confrontation, whilst staying positive.
Communication: I am able and comfortable talking and listening confidently at all levels. I feel communication is key within a
business and I make it my top priority whilst at work.
Teamwork: Equally happy working as part of either a large or small team. Through my experience of working as a team
member with various staff structures I am comfortable both leading and being directed.
Planning: I am able to plan and organise my own and others workload to ensure the business runs smoothly and effectively.
I.T: Knowledge of all Microsoft products including Word, Excel, PowerPoint and Outlook
Career History
Europa Group
Octagon Car Insurance
Thornbury
April 2012 – To Date
Customer Service Team Manager – Current
Sales Team Leader
Customer Relations Officer
Customer Service Coach
Customer Service Advisor
Waitrose Nailsea
140 High Street
Nailsea BS48 1AP
2010 – April 2012
Operations Team Leader
Turkey Ordering Management
Delivery Administrator
Delivery Shopper
Checkout Supervisor
Checkout Operator
Waitrose Sponsor (Trainer)
Somerfields
Nailsea
2009 – 2010
Customer Sales Advisor
Checkout operator

2. S & R Burchills
Somerset Square
Nailsea
2006 – 2009
Checkout operator
Stock replenishment
Delivery unloading
Ensuring cleanliness of the shop
Education
Nailsea Comprehensive School
2003 – 2008
GCSE’S: English Language (C), English
Literature (B), Maths (C), History (C),
Drama (B), Science (C) Textiles (C)
Religious Education (C) I.T (C)
City Of Bristol College
2008 – 2010 A Levels: Law (C) , English Literature (C),
Film Studies (C)
Training
 Management Training
 Presentations
 Sponsor Training
 Microsoft Office
 Interview Techniques
 Team Leader Training
 Health and Safety Training
 Fire and Emergency Training
 Negotiation Skills
 Time Management
 Fresh on Service
 Customer Service
Interests and Achievements
 Travelling, sightseeing, trekking and walking- I went to Thailand for two months
 Diving - I passed my Open Water and am a qualified Advanced Open Water Diver (PADI)
References
References available on request