Experience

Exponential-e

• United Kingdom
• Telecommunications
• 400 - 500 Employee

• Client Relationship Advisor

  • Jun 2016 - Present



The Times Educational Supplement, Ltd.

• Italy
• Writing and Editing

• Customer Service Specialist

  • Sep 2015 - Present



Premiere Dreadz

• Loctician / Salon Manager

  • Jun 2013 - Present



Nestlè UK Ltd

• Consumer Care Advisor / Complaints Executive

  • Aug 2010 - Aug 2014

  Effective case management of consumer complaints, adhering to strict key performance indicators and service level agreements. Strong communication skills, establishing key information with an empathetic, focused & positive approach. Conducting market research projects for various Brands, to assist Marketing & Technical departments, with Brand enhancement and promotions. Reporting on key trends & data analysis to support allocated Brand developments. (Gourmet & Winalot) Understanding and applying negotiation skills, to ensure agreeable conclusions for customers, while enhancing the reputation and general perception of Nestlè. Producing training material / policy documentation, user guides and presentations for process enhancement, internal training and to raise company awareness.



Barclays Home SOS www.listening.co

• Complaints Executive

  • Feb 2010 - Jul 2010

  Meticulous case building skills, to assist with effectively negotiating complaints and compensation requests. Professional letter writing, to notify customers of progress or resolution, adhering to treating customers fairly. CRM database management, maximising every opportunity to enhance the customer profile. Building a strong rapport with third party engineers, contractors and internal managerial teams. Meticulous case building skills, to assist with effectively negotiating complaints and compensation requests. Professional letter writing, to notify customers of progress or resolution, adhering to treating customers fairly. CRM database management, maximising every opportunity to enhance the customer profile. Building a strong rapport with third party engineers, contractors and internal managerial teams.



Dental Complaints Service

• Croydon, United Kingdom

• Complaints Advisor

  • Mar 2009 - Nov 2009

  Dental Complaints Service www.dentalcomplaints.org.uk Mar 2009 - Nov 2009 - Complaints Advisor Effective relationship (re)building between patients and dental professionals. Strong, perceptive and adaptable communication skills, remaining non-discriminative, irrespective of patient (aged 16 - 90) Efficient caseload management to ensure structured case building for escalations to county courts. Valued team member, offering assistance to colleagues, patients and third parties. Project management of procedure documentation, to ensure uniformity in processes, amongst team members.



Complinet Recruitment

• Financial Services

• Client Relationship Manager

  • Jan 2006 - Nov 2008

  Thompson Reuters www.complinet.comJan 2006 - Nov 2008 - Client Relationship Manager Client relationship management of a large portfolio of Tier 1 client accounts, revenue worth £700k. Proactively managing all client accounts, assisting with enquiries, complaints and training requirements from junior to Director level. Maintaining a positive, engaging and 'can do' approach and remaining focused, under pressure. Ensuring quarterly renewal targets and new business estimates were exceeded, generating an increase in revenue of £120k. Effective project management and client negotiation skills, ensuring excellent representation of the company.



Ceridian Centrefile Ltd

• HR Solutions Advisor

  • May 2003 - Dec 2005

  Offering prompt and effective support for escalated HR and Payroll enquiries, to over 500 clients. Ability to adhere to strict service level agreements. Exceptional call logging and report writing skills. Establishing a rapport with various departments, to ensure a seamless escalation process. Offering prompt and effective support for escalated HR and Payroll enquiries, to over 500 clients. Ability to adhere to strict service level agreements. Exceptional call logging and report writing skills. Establishing a rapport with various departments, to ensure a seamless escalation process.



NCO Financial Services

• Technical Support / Administrator

  • Jan 1999 - May 2003

  1st & 2nd line P.C. (MS Office 2000) printer and server administration support to 140 internal colleagues. 1st & 2nd line P.C. (MS Office 2000) printer and server administration support to 140 internal colleagues.