Experience

Sky Betting & Gaming

• United Kingdom
• Gambling Facilities and Casinos
• 700 & Above Employee

• Contact Centre Advisor

  • May 2012 - Present

  • Dealing with customers over live chat, telephone and e-mail, dealing with a range of queries across multiple gaming and gambling products.• Checking and verifying customer accounts.• Registering new customers and adding welcome offers.• Talking customers through current promotions and how to claim them.• Dealing with the traders regarding price requests, incorrect settlements etc.• Resetting pin numbers unlocking accounts, adding payment methods, making deposits and withdrawals.• Dealing with responsible gambling issues, ensuring customers have no spending issues, talking through deposit limits and self exclusions if necessary.• Also trained in other areas of the business including complaints and Social.



Lloyds Banking Group

• United Kingdom
• Financial Services
• 700 & Above Employee

• Team Leader (Systems Support) – Collections & Recoveries

  • Feb 2010 - Jan 2011

  • With my job-share partner, I was responsible for the day to day management of a team of 6 staff. This included responsibility for staff coaching, absence management, monthly 1-2-1 reviews, determining and producing development plans and workflow management.• Resolution of customer complaints that have been escalated. This could include the need to liaise with senior representatives from other areas of the business.• Deputising for Helpdesk Manager in their absence.• Organising and chairing meetings and conference calls often discussing confidential business issues.• Main contact for the team for any queries and escalations as well as a main contact for senior staff for any system issues.• Ensuring service levels are met across the business by ensuring that system down time is minimal.• Ensuring escalations to relevant parties occur to prevent recurring issues.• Completing regular audits of all processes to ensure that the team were compliant with all regulations and internal processes. This included face to face meetings with internal and external auditors, providing documentation and evidence of all processes to prove compliance.• Designing and implementing improved processes and security measures to the team to ensure all processes are compliant.

• Client Support Analyst (Systems Support) – Collections & Recoveries

  • Mar 2006 - Feb 2010

  • Providing telephony support for all technical issues, ranging from password resets to full system outages, for staff at 15 sites.• Ordering of system ids for new staff, amendment to access levels for existing staff, and deletion of ids for leavers.• Dealing with hardware and software installation requests, including needs analysis, and placement of orders using OrderIT. Also responsible for approving orders made by other members of the team. Completing audits of all staff ids and access levels for all the sites we support, for all systems, on a quarterly basis.• Reporting of faults that cannot be fixed within our area.• Managing full system outages, keeping senior management fully informed via text of the issue, impact on the business, expected resolution and, ultimately, confirming how the issue was resolved.

• Fraud Prevention Officer – Collections & Recoveries

  • Oct 2003 - Mar 2006

  • Liaising with customers who have been a victim of fraud.• Arranging appropriate action on accounts that have been flagged up for unusual activity.• Providing regular updates to management.• Responsibility for managing workloads for members of the team and sampling team work and giving constructive feedback and training where necessary.• Analysis of accounts identified, through fraudulent transactions.• Responsible for updating and sending out the Daily Dashboard to senior management.

• Collections officer (Collections & Recovery)

  • Sep 2001 - Oct 2003

  • Working on outbound dialler system, contacting customers that have missed payments on credit cards and arranging payment over the phone and setting up long term arrangements.• Working on inbound calls for customers in arrears, offering debt solution advice and setting up arrangements.• Working on set targets that were always achieved on a monthly basis.• Offering excellent customer service.

• External Agents Officer (Collections & Recovery)

  • Jun 1998 - Sep 2001

  • Liaise with third party debt collection companies, requiring updates on their debt recovery.• Analysis of accounts outsourced to third party companies and arranging next course of action.• Debt recovery collection on accounts that have failed in-house collection and third party debt recovery companies.• Arranging decisions on accounts due to be written by offering reduced full and final settlements.