Teri P.
Senior Customer Service Representative
Open to offersNew to PlatformAbout
Teri P. is a customer-focused professional with over 10 years of experience in customer service, leadership, and remote chat support roles. As a Customer Support Agent for Icarus Agency, she provides email-based assistance for multiple e-commerce brands, handling inquiries related to order tracking, delivery updates, and complaints, while maintaining detailed spreadsheets for transparency. Her role as a Freelance Content Writer at Touresta Tour Agency showcases her ability to create and research engaging content tailored to diverse audiences. Previously, she worked as an Online English Teacher at Native Camp Co., delivering lessons to a wide age range. Prior leadership experience includes managing guest relations and teams at Desert Rose Resort and Serenity Hotels & Resorts, where she ensured high satisfaction standards and represented the hotel at international events. Teri holds NVQ qualifications in Business Management and Administration and is adept in CRM systems and Microsoft Office tools.
Experience
Freelance Content Writer
Touresta Tour Agency · 2025 — PresentDeveloped content for websites and social media aimed at diverse target audiences. Conducted research to ensure the accuracy and credibility of information while adapting tone and style to suit brand voice, resulting in engaging, informative, and persuasive written materials.Online English Teacher
Native Camp Co. · 2022 — 2024Delivered structured and conversational English lessons to students aged 3 to 80, adapting communication styles to meet individual learning requirements. Maintained high engagement levels and professionalism in a fully remote environment while demonstrating patience and strong interpersonal skills.Customer Support Agent
Icarus Agency · 2023 — PresentProvided email-based support to various e-commerce brands, addressing inquiries related to order tracking, delivery updates, complaints, and product issues. Processed refunds while ensuring accurate documentation and maintained detailed spreadsheets for reporting purposes. Balanced customer satisfaction with company policies to achieve equitable resolutions, delivering professional and empathetic communication consistently.Guest Relations Supervisor / Acting Manager
Desert Rose Resort · 2018 — 2022Supervised a group of 10 Guest Relations Officers, ensuring timely responses to all English guest emails. Handled online review responses and managed complaint resolutions while offering compensation as necessary. Oversaw management duties, including payroll coordination and reporting, to uphold high guest satisfaction standards.Guest Relations Manager
Serenity Hotels & Resorts · 2016 — 2018Managed guest services across two hotels with over 600 rooms each. Addressed complex complaints and conducted thorough investigations while creating reports and tracking systems for management. Provided training to staff on customer service protocols and represented the hotel at international travel events.Executive Assistant
London Borough of Barking and Dagenham · 2012 — 2014Delivered administrative support at the Corporate Director level, managing diaries, meetings, and high-level correspondence. Maintained confidential databases and complaint tracking systems, minuted senior management meetings, and liaised with public members as well as senior stakeholders.
Skills & Expertise
Education
- NVQ Level 3 – Business ManagementInstitution not specified
- NVQ Level 2 – Business AdministrationInstitution not specified
- GCSEs (A–C including English and Mathematics)Institution not specified