About Nikki
With over 11 years of experience in dedicated customer support, I specialise in turning everyday user interactions into meaningful, positive relationships. My background spans front-line communication, conflict resolution, and technical troubleshooting across multiple platforms, including live chat, email, and phone support.
As a freelancer, my goal is simple: to protect and elevate your brand’s reputation. I pride myself on rapid response times, an empathetic approach to problem-solving, and the ability to stay calm under pressure. Whether managing high-ticket accounts, streamlining support workflows, or handling daily customer inquiries, I ensure your clients feel heard, valued, and supported.
Let’s work together to keep your customer satisfaction scores high and your retention rates growing!
English
Native or bilingual
Remote only
Primarily works remotely
Experience
- VeoliaContract CoordinatorMay 2026 - Today (3 months)• ● Manage and maintain detailed tracking spreadsheets to ensure data accuracy and streamlined operational reporting.• ● Efficiently raise and process purchase orders in line with corporate financial guidelines.• ● Identify and develop commercial business opportunities specifically within the hazardous waste sector.• ● Communicate effectively with stakeholders to ensure all contractual terms and service levels are maintained.
- CulliganCustomer Service Tier 2December 2025 - May 2026 (5 months)• ● Handled complex, high-level customer service escalations, providing swift and effective resolutions.• ● Managed the contract novation process, ensuring the accurate and lawful transfer of commercial assets.• ● Resolved complex billing and invoice queries, minimizing financial discrepancies.• ● Answered and tracked technical asset queries while effectively processing corporate purchase orders.
- Sainsbury'sOnline AssistantJanuary 2020 - December 2025 (5 years and 11 months)Wolverhampton, England, United Kingdom• ● Transitioned to the online department during the pandemic, mastering the ILS system rapidly to fulfill high-volume digital orders.• ● Consistently achieved strict Items Per Hour (IPH) efficiency targets while ensuring product quality and fresh dates for customers.• ● Monitored product availability, prioritized high-quantity items, and generated barcodes for Shelf Edge Labels (SELs).• ● Supported internal communications across the department, utilizing Yammer to provide real-time updates and resolve logistical issues.
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Education
- BA (Hons)The University of Wolverhampton2017BA (Hons)
- BTEC Level 3 Higher QualificationsCoppice Performing Arts School Sixth Form2014BTEC Level 3 Higher Qualifications