Experience

Edenred

• France
• Financial Services
• 700 & Above Employee

• Customer Care Advisor

  • Oct 2022 - Present

  Providing high quality care for clients and their employees in multiple sectors of work and assisting with all product related enquiries to ensure a first touch resolution and client satisfaction. Complaint Handling & Issue resolution Treating customers fairly. Problem solving for resolving complex queries Following GDPR and Data Protection regulations Dealing with Government, Crown Commercial employees and other clients with their employee benefits and discounts. Assisting employees and clients with childcare voucher, eyecare voucher and prepaid card enquiries. Dealing with a high volume of emails and inbound calls Show less



Sofology

• United Kingdom
• Retail
• 400 - 500 Employee

• Customer Service Advisor

  • Feb 2022 - Oct 2022

  Providing high quality and professional Customer Service for Sofology customers in regards to booking deliveries, product faults and cancellations are answered at first point of contact to ensure all customer queries are answered and end the call satisfied. Complaint handling & issue resolutions. Handling Escalations Treating customers fairly Problem solving to resolve complex queries. Ability to meet and exceed my expectations Following GDPR and Data Protection regulations. Payment and Refund Handling. Raising support tickets for customers to provide resolutions by outbound calls & emailing. Scheduling deliveries for customers for a time that suits them. Show less



Capita

• United Kingdom
• IT Services and IT Consulting
• 700 & Above Employee

• Customer Financial Assistance

  • Nov 2021 - Feb 2022

  Assisting Lloyds Banking Group customers who are vulnerable and/or are in financial difficulty by providing the best support for our customers to get them back into financial health, this would be by pointing customers in the right direction for financial advice from Debt Management Companies or placing the customer on a repayment plan. Complaint handling & issue resolutions. Problem solving to resolve complex queries Using internal methods such as TEXAS & IDEA to understand and provide the best support for customers with Vulnerabilities. Signposting customers to the right Third-Party support, such as customers who are struggling can be signposted to Mind whereas customers who may be feeling suicidal can be signposted to Samaritans. Dealing with Customers data in accordance with the FCA. Having in depth conversations with customers to understand their situation and adapt the call to provide the best support for the customer. Show less



Firstsource

• India
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Customer Service Advisor

  • Sep 2019 - Nov 2021

  Providing high quality service to the needs of Halifax & Bank of Scotland (Lloyds banking group) Credit Card, Bank account and Savings Account customers to ensure that customers are happy and all their queries are resolved at first touch. Complaint handling & issue resolutions. Ability to meet and exceed my expectations Compliance with GDPR. Dealing with Customers data in accordance with the FCA. Money Management for when customers were struggling with their finances. Using the internal method TEXAS to understand and provide the best support for customers with health problems & disabilities, i.e deaf customers would use a service called RELAY UK to help communicate with ourselves. Problem solving to resolve complex queries Show less