Experience

Ziglu

• United Kingdom
• Financial Services
• 1 - 100 Employee

• Customer Experience Lead

  • Mar 2023 - Present

• Customer Care Specialist

  • Apr 2021 - Mar 2023

• Customer Operations Specialist

  • Feb 2021 - Apr 2021



Amigo Loans

• United Kingdom
• Financial Services
• 100 - 200 Employee

• FOS case reviewer and SME for Amigo Loans

  • Oct 2020 - Feb 2021

• Customer Ambassador for Amigo Loans

  • Jul 2020 - Oct 2020



Lloyds Banking Group

• United Kingdom
• Financial Services
• 700 & Above Employee

• Commercial Case Manager

  • Nov 2019 - Jun 2020

  Commercial Banking Commercial Banking



Financial Ombudsman Service

• United Kingdom
• Financial Services
• 700 & Above Employee

• QA Investigator

  • Jun 2019 - Nov 2019

• Adjudicator

  • Mar 2018 - Jun 2019



E.ON

• Germany
• Utilities
• 700 & Above Employee

• Resolution Manager

  • May 2017 - Feb 2018



Davies Resourcing

• United Kingdom
• Staffing and Recruiting
• 1 - 100 Employee

• Past Business Review Case Handler/QA for Santander

  • Nov 2015 - Sep 2016



Huntswood

• United Kingdom
• Financial Services
• 700 & Above Employee

• Credit Team Manager for British Gas Business

  • Sep 2015 - Oct 2015

• Complaints Team Manager for British Gas Business

  • May 2015 - Sep 2015

• Customer Manager for British Gas

  • Feb 2015 - May 2015

  A period of 3 months working as a Customer Manager for British Gas. Key responsibilities included Improving the overall customer relationship. Acknowledging complaints correctly and resolving them within set time limits, systematically and fairly in line with the Financial Conduct Authority guidelines. Investigating into the complaints by collating information from relevant internal departments and documents. Making fair and impartial decisions prior to deciding what resolution to provide to the customer. Providing a final response by email, phone or letter in line with the correct regulatory requirements. Using data and feedback from complaints to take forward in order to improve service and standards where appropriate. Ensuring i comply with any regulations, policies, and legal requirements to meet the companies rules and regulations. Key skills acquired: Meeting targets on a day to day basis. Passion and thrive to provide excellent customer serviceMeeting all quality expectations required by the client. providing a fair outcome Show less



RBS

• United Kingdom
• Banking
• 700 & Above Employee

• Expert Complaint Handler and KYC case reviewer

  • Sep 2012 - Feb 2015

  Deliver high level of customer service. Take ownership of complaints received via telephone, letter, email or web chat. Ensure fair outcomes are delivered to our customers and complaints are resolved in accordance with the Group complaint handling standards and guidance on fair outcomes and redress. Key skills acquired: -Thorough understanding and knowledge of the Financial Ombudsman Service processes and procedures -Passion and thrive for outstanding customer service -Excellent verbal and written communication -Ability to manage and defuse conflict and to resolve disputes and agree settlement -Accuracy at attention to detail -Adherence to Treating Customers Fairly -The ability to assess and understand all relevant information to reach a fair outcome -A comprehensive knowledge of key business products and services. -Excellent understanding of Complaints Management System -The ability to understand the mechanics of more sophisticated products and services -Advanced Letter writing Show less



Dixons Carphone

• United Kingdom
• Retail
• 700 & Above Employee

• Sales Representative

  • Nov 2009 - Sep 2014

  Responsibilities include giving Outstanding service to customers, Giving customers the best shopping experience by advising and finding the right solution for them, working together to beat competition, Continually seeking ways to improve performance, Managing Finance by cashing up and banking. Meeting targets for the business. Experience and understanding gained: ➢ Working as a team to help improve productivity and performance in the business. ➢ Passion and enthusiasm towards helping the business grow. ➢ Providing Excellent Customer care by dealing with Customer problems. ➢ Ethics and Responsibility with Cash-Handling by doing day to day till handling. ➢ Taking initiative with jobs and tasks by taking lead on roles without being delegated. ➢ Working under pressure by working efficiently and effectively during busy periods. Show less