Experience

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  HyperJar

  • United Kingdom
  • IT Services and IT Consulting
  • 1 - 100 Employee

  • Customer Support Shift Lead

    • Apr 2023 - Present

  • Customer Support Agent

    • Sep 2022 - Apr 2023

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  Monzo Bank

  • Remote

  • Customer Operations (COps)

    • Feb 2022 - Jul 2022
    • Remote

    Working in Customer Operations (COps) at Monzo, my day-to-day was filled witha variety of banking queries via chat, calls, and email. Known as ‘Frontline,’ the first point of contact for customers, regardless of their query.It was then up to me to resolve that query using my wide variety of banking knowledge, or by escalating on to our specialist teams. Some of the most common queries I handled daily include:● Card fraud reports● Merchant disputes (chargebacks)● Account takeovers● Delayed or failed presentments● Complaints● Allowances and fees● Bacs payment timeframesAnd so much more. As the first point of contact, it was my job to be well versed inevery area.

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  Vets Now

  • Dunfermline, Scotland, United Kingdom

  • Emergency Call Taker

    • Sep 2020 - Dec 2021
    • Dunfermline, Scotland, United Kingdom

    ● Providing empathetic and reassuring customer service to people with pets in crisis, ensuring they remained calm while I took an overview of the pet’s situation● Calmly and accurately added clients details to the Vets Now Helix system● Decided the best course of action based on Vets Now procedures and the client’s needs● Typed up case notes for each call to allow the trained clinic staff an accurate overview of the cases coming into their clinic● Consistently developed a positive and supportive rapport with callers● Consulted trained staff and relayed clinical information and solutions to clients where appropriate

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  Love A Frame

  • Glenrothes, Fife, United Kingdom

  • Small Business Owner

    • Mar 2018 - Oct 2021
    • Glenrothes, Fife, United Kingdom

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  Imagin Products Ltd

  • Kirkcaldy, Scotland, United Kingdom

  • Sales and Design Specialist

    • Sep 2016 - Sep 2020
    • Kirkcaldy, Scotland, United Kingdom

    In my role at Imagin Products, I covered a vast array of tasks, many of which were out with my specified job description. My main responsibilities are to liaise with our clients (from small businesses and individuals to large organisations like the NHS and Jaguar Land Rover), process their orders and deal with any queries and/or complaints on a day-to-day basis. This required me to professionally communicate with clients and colleagues both over the phone and by email. It also required extensive use of MS Office software such as Excel, Word and Access. I also used Adobe Illustrator to create artwork and design templates for clients. In addition to my core role, I regularly took a hand in the printing and colour set up of orders to ensure they met the client's specifications.

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  Nisa Retail

  • Glenrothes, Fife, United Kingdom

  • Sales Assistant

    • May 2014 - Sep 2016
    • Glenrothes, Fife, United Kingdom

    Starting as part of a new team in a brand new store, I quickly gained knowledge of the company's software and products. This enabled me to provide warm, friendly, and effective service which in turn encouraged repeat custom. My main responsibilities included but were not limited to;● Cash Handling● Dealing with customer enquiries/complaints● Keeping the store tidy and clean● Restocking products● Arranging products for maximum visual attraction● Stock counting● Up-selling● Handling large product deliveries

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  Fife Cultural Trust (OnFife)

  • Glenrothes, Scotland, United Kingdom

  • Front of House

    • May 2011 - Sep 2016
    • Glenrothes, Scotland, United Kingdom

    My customer service skills were particularly developed during the time I spent working as front of house at the Rothes Halls. This busy environment, with up to 600 people attending any one event, required me to remain calm and professional to ensure the shows kept to tight schedules and patron safety was maintained. My main duties included;● Directing customers to facilities● Ensuring customer health and safety during performances

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  ACA Sports Limited

  • Kirkcaldy, United Kingdom

  • Sales Assistant

    • Aug 2012 - May 2014
    • Kirkcaldy, United Kingdom

    Working within a small team to provide assistance to customers and point them towards the best products for their needs. I also assisted the permanent printer with team kits and personalised T-shirt printing using vinyl and heat press. My main duties included;● Cash Handling● Keeping the shop clean and tidy● Restocking products● Monthly stock counts● Creating attractive window displays for new products