Experience

elmo - EV subscriptions

• United Kingdom
• Motor Vehicle Manufacturing
• 1 - 100 Employee

• Senior EV Specialist

  • Sep 2022 - Present

  Responsibilities: • My primary responsibility is to engage with customers that have fallen behind on their subscription payments, overseeing the entire process from payment reconciliation or if necessary, arranging repossession and debt recovery measures. • Playing a crucial role in developing the essential billing procedures required for managing customers with outstanding payments. • Ensuring customers are informed of any delivery or collection delays using various means of communication such as phone, email, and SMS, as my team also oversees the daily logistics operations. • Acting as an inbound advisor on the dedicated billing line and through email, handling payments and addressing customer queries related to billing. • Collaborating closely with our repossession partner to coordinate the retrieval of vehicles from customers in arrears, ensuring sufficient notice and payment options have been provided. • Working closely with our Debt Recovery Partner to escalate cases of bad debt, participating in regular meetings to discuss performance. • Participated in the British Motor Show co-sponsored by Elmo in August 2022, offering the opportunity to engage with the general public and fellow business owners to discuss electric vehicles and to promote the elmo brand. Show less

• EV Specialist

  • Mar 2022 - Sep 2022

  Responsibilities: • Serving as an inbound advisor on the customer experience phone and chat lines, addressing a wide array of inquiries ranging from general subscription questions to more serious concerns, such as vehicle issues and subscription terminations. • Managing the processing of new bookings, ensuring their eligibility falls in line with our criteria, and overseeing the entire process up to the point of delivery, ensuring customers have provided all their necessary information. • Coordinating deliveries and collections in collaboration with our logistics partner, ensuring the information submitted is accurate to prevent any potential issues later on. • Promptly attending to emails from customers received in the central customer experience inbox, providing timely responses and assistance. Show less



cinch

• United States
• Venture Capital and Private Equity Principals
• 1 - 100 Employee

• Customer Service Specialist

  • May 2021 - Mar 2022

  Responsibilities: • Serving as an inbound advisor on the general customer service line addressing a wide spectrum of queries, including general car-related questions and if necessary, escalating vehicle issues to our warranty partner or technical team. • Offering outbound support to customers identified as 'Vehicle at Risk’ that are experiencing delays in their delivery for various reasons, and keeping them informed with updates provided by the fleet team and ensuring a seamless flow of communication until the vehicle is successfully delivered. • Prioritizing the prompt and efficient response to customer emails to enhance overall service quality. • Collaborating with multiple teams across the organisation to ensure the efficient resolution of customer queries and diligently following up as needed. Show less



Yell

• United Kingdom
• Advertising Services
• 700 & Above Employee

• Customer Relationship Manager

  • May 2018 - Apr 2021

  Responsibilities: • Be the primary point of contact for a customer base of approximately 400 businesses and being proactive to contact these customers and schedule quarterly marketing review appointments with them. • During these review sessions we would engage in discussions about their performance and when necessary, make adjustments to their advertising spanning from Yell.com listings to Websites, Social Media and Google PPC campaigns. For customers who had a review in the previous quarter, we would assess any performance comparisons and discuss any alterations or circumstances that may have impacted their results. • Explore opportunities for customers to expand their advertising campaign to gain more reach, and when possible arrange a visit from one of the field agents to potentially upsell. • Responding to calls from customers who have attempted to reach me when I was unavailable. Queries can range from minor tasks such as website amendments to more significant issues like cancellations due to dissatisfaction. Show less



E (Gas & Electricity) Ltd

• United Kingdom
• Utilities
• 1 - 100 Employee

• Inbound Customer Service Advisor/Floorwalker

  • Dec 2016 - May 2018

  Responsibilities: • Handling inbound calls to assist customers with various inquiries related to their prepayment and smart meters. • Granted the position of ‘floorwalker’ and entrusted with responsibilities such as patrolling the floor, authorizing payments and engineer appointments whilst addressing any queries the customer service advisors may have during their calls. • Maintaining a consistent rating of 95% and above for call and audit quality month after month. • Occasionally managing escalations where I take over calls from advisors when customers request to speak with someone else. In these situations, I leverage my customer service skills to calm the customer and come to a mutual understanding or agreement. • Performing various additional tasks such as distributing gas cards and investigating issues related to any which were non-functioning. I also process debt information exchanged between our company and other suppliers and have engaged in outbound work when required. Show less



Bloc Hotels

• United Kingdom
• Hospitality
• 1 - 100 Employee

• Night Team Member/Auditor

  • Jun 2015 - Dec 2016

  Responsibilities: • Warmly welcoming hotel guests as they arrive, ensuring the accuracy of their information in the system and completing the check-in process promptly and efficiently. • Conducting a thorough count of all funds in the safe and float at the commencement of my shift and addressing any discrepancies that may arise. • Professionally addressing and resolving any guest concerns or issues related to their accommodations, whether through phone or email communication or face-to-face interactions. • Generating comprehensive banking reports for all payments received during my shift, with a mandatory verification process conducted by a fellow colleague. • Compiling various end-of-day reports to be presented to the general manager. • Managing guest reservations within the system and meticulously organizing them for seamless access and reference. Show less



Royal Bank of Scotland Business

• United Kingdom
• Banking
• 700 & Above Employee

• Royal Bank of Scotland, Brindley Place

  • Jul 2014 - Jun 2015

  Responsibilities: • Undertaking routine administrative tasks such as filing, copying, and faxing. • Efficiently organising and packaging daily work items, including cheques, urgent statements, and account transactions. • Coordinating with couriers for the prompt delivery of urgent statements and cheques. • Providing responsive and helpful customer assistance over the phone and email, addressing inquiries related to statements and offering optimal solutions. • Ensuring the accuracy of customer information on the system before dispatching statements. • Recording customer tax rebates on credit slips, meticulously cross-referencing rebate details with the bank system. Investigating and resolving any discrepancies and promptly communicating with the customer when necessary. Show less



Central England Co-operative

• United Kingdom
• Retail
• 1 - 100 Employee

• Customer Service Assistant/In Store Baker

  • Oct 2011 - Jul 2014

  - Proficiently managing cash, card, and utility bill transactions at the cash register with flawless accuracy. - Addressing all customer grievances with a professional demeanor, placing a high emphasis on ensuring customer contentment. - Handling pricing of merchandise, shelf stocking, and conducting regular inventory checks for supplies. - Vigilantly identifying potential shoplifters and promptly notifying management and security. - Offering a warm and inviting welcome to store patrons and assisting them in any queries they may have. - Additionally I contributed to the In-store Bakery, preparing a diverse range of food items while upholding rigorous Health and Safety standards and procedures put in place. Show less