Rhonda Kearns
Exeter,United Kingdom
Summary
Driven professional with expertise in customer relations and rapport building, effective listening, and customer retention. Proficient in the MS Office suite and Salesforce CRM, with a strong focus on process improvements. Demonstrates independent motivation and excels in teamwork and collaboration. Skilled in stakeholder management, aiming to leverage these competencies to enhance brand loyalty and drive business success.
Overview
27
27
years of professional experience
Work history
Customer Relations Manager
Foundever
Exeter, Devon
02.2019 - 06.2025
- Responsible for case managing and resolving high level customer complaints on behalf of a prestigious UK retailer. Fostering relationships with cross‑functional colleagues and key stakeholders to achieve mutually beneficial outcomes.
- Managed my own schedule to offer tailored support to customers and met or exceeded all SLAs. This flexibility improved productivity by being responsive to both the needs of the customer and the availability of other key contacts.
- Experienced in communication through whitemail, email, live chat/instant messaging and social media. Accomplished in different communication styles from less to more formal styles whilst reflecting newer social norms for certain online channels.
- Identified current and new third party companies to supply additional services to customers. Reviewed and approved invoices, with real time monitoring/coordination of these services to streamline communication, minimise delays delivering a seamless end‑to‑end customer experience.
- Direct liaison with Head Office and other internal departments including store managers, press and legal teams ensuring alignment with business protection strategies for high value customers and brand loyalty.
- Identified causation of escalation/dissatisfaction of customers and service providers, documenting how this may be minimised within existing frameworks and provided recommendations to achieve best practice.
- Created and delivered training programmes for junior advisors, developing skills in rapport‑building, de‑escalation, and conflict resolution, resulting in improved service quality and a reduction of the number of formal complaints.
Senior customer service advisor- third party
Foundever
Exeter, Devon
05.2016 - 02.2019
- Managed customer queries on warranty claims via phone, email, and live chat.
- Tracked repair progress with service providers, scheduling follow-up appointments.
- Obtained real-time updates from third-party companies to ensure timely responses.
- Approved invoices while liaising with service providers to resolve issues.
- Processed payments from customers for repairs efficiently.
- Handled escalations and complaints related to non-compliant warranty claims.
Customer service advisor
Sitel (Foundever)
Exeter, Devon
10.2010 - 05.2016
- Managed inbound calls and emails to resolve order enquiries efficiently.
- Guided customers through real-time troubleshooting processes.
- Validated warranty claims and scheduled necessary repairs.
- Provided timely updates on customer repair status.
- Processed white mail and formulated responses accordingly.
- Accepted new orders and payments, coordinating related services.
Customer Service advisor (151)
Manpower services (BT)
Exeter, Devon
01.1998 - 07.1998
- Responded to inbound calls for real-time troubleshooting of line faults.
- Liaised with engineers to schedule appointments effectively.
- Contacted local engineering offices for outage reports and updates.
Education
Certificate of Higher Education - Psychology
Open University
Exeter 04.2001 - 07.2001
A-Levels - Psychology, Sociology, Biology
Exeter College
ExeterGCSEs - English language, English literature, Mathematics, Chemistry, Physics, Biology, IT, French, Textiles
St Peter's C of E High School
ExeterSkills
- Customer relations and rapport building
- Effective listening
- Customer retention, loyalty and brand building
- MS office suite proficient
- Process improvements
- Salesforce CRM
- Independently motivated
- Teamwork and collaboration
- Stakeholder management
Accomplishments
When not in a paid role, I was a home maker utilizing that availability to take part in local community initiatives including SureStart. A role as a community representative in a Steering Group and Partnership board, engaging parents from local groups and created a mailed questionnaire to identify local needs.
Affiliations
Visiting new locations, leaning new facts and cooking.
References
References available upon request.
Timeline
Customer Relations Manager
Foundever
02.2019 - 06.2025
Senior customer service advisor- third party
Foundever
05.2016 - 02.2019
Customer service advisor
Sitel (Foundever)
10.2010 - 05.2016
Certificate of Higher Education - Psychology
Open University
04.2001 - 07.2001
Customer Service advisor (151)
Manpower services (BT)
01.1998 - 07.1998
A-Levels - Psychology, Sociology, Biology
Exeter College
GCSEs - English language, English literature, Mathematics, Chemistry, Physics, Biology, IT, French, Textiles
St Peter's C of E High School
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