Customer Service Team Leader

• Jul 2022 - Present

Claims Team Manager

• Apr 2021 - Jul 2022

Customer Relations & Insurance Claims Team Manager

• Jun 2019 - Apr 2021

 Conducting regular 121’s which allowed me to review KPI’s, set targets, discuss people matters and ensure general wellbeing of my agents.  Managing overall team KPI’s through identifying strengths and weaknesses in the team and inputting effective coaching plans to address under-performance.  Conducting return to work interviews and ensure the proper absent management processes were being followed.  Managing probation periods by providing effective short-term strategies to achieve the required guidelines.  Investigating incidences of misconduct, taking notes for disciplinary hearings and working closely with HR Business Partners to ensure that the appropriate meeting outcome was delivered.  Working closely with the recruitment team to ensure the best talent was identified from within the business to join the Insurance Claims Team.  Reviewing claims and coaching agents how to self-manage their workload to help deliver excellent service to the customer.  Taking manager calls from unsatisfied customers and handling their complaint to satisfactory resolution.  Developing and delivering an effective engagement plan, whilst in the office and in a working from home environment. Show less

Refunds and Audit Executive

• Jun 2018 - Jun 2019

 Processed compensation and refunds to customers on Customer Relations Queries as well as paying out Insurance Claims.  Conducted quality checks on Customer Relations queries to ensure best possible outcome and auditing Insurance Claims to be in line with FCA regulations. Cooperated with Customer Relations and Insurance Claims Advisors (e.g. reviewing claims, providing training, workshops, etc). Data collection and analysis aimed at different departments and senior management to help deliver internal change.  Providing shadowing and coaching opportunities to agents looking to further their careers.  Creating a new support network for agents, offering expertise and knowledge in particular fields which resulted in reduced claim handling time.  Creating a self-service portal for common questions/problems and then delivering training to the department on how to use the new platform.  Reducing financial loss and staying within budget by diligently reviewing financial logs and recovering monies from supply partners. Show less

Customer Relations Advisor

• Feb 2017 - Jun 2018

 Providing excellent customer service to customers and to our supply partners.  Working to resolve customer queries by liaising with them via telephone, email and live chat. Investigating the matter with a variety of internal and external resources and by liaising with suppliers from around the world. Analysing documents in many different languages and understand situations from an impartial perspective to present the fairest outcome for customers and suppliers alike. Making reservations using in house systems, processing insurance claims, retentions and marketing. Show less

Sales Supervisor

• May 2016 - Jan 2017

 Identify the product needs of customers, once identified I had to confidently close the sale whilst cross selling other/matching items and sell insurance products to increase maximum store profits.  Cash handling, stock checks and visual maintenance of the store.  Sending deliveries and handling customer enquiries using Signets in house systems.  Trained and coached all new sales staff.  Ensured promotional offers and products were always visual and offered to customers. Show less

Nights Colleague (stock)

• Oct 2015 - Jan 2016

 Ensured that the store was always fully stocked and maintained to a high-level presentation.  Followed company guidelines for waste management.  Point of contact and information for customers.  Occasionally responsible for prioritising the workload, delegating tasks and assigning deadlines to the whole team.  Ensured that the store was always fully stocked and maintained to a high-level presentation.  Followed company guidelines for waste management.  Point of contact and information for customers.  Occasionally responsible for prioritising the workload, delegating tasks and assigning deadlines to the whole team.

Sales Advisor

• Feb 2015 - Jul 2015

In this job role I worked in a fast paced sales environment, ensuring customer satisfaction and meeting sales targets. My main responsibilities were to greet customers in a friendly manner and build rapport to be able to cater to their needs. Maintain the visual standards of the store by folding clothes, replenishing shelves and keeping the store tidy. I also had to deal with customer complaints, enquiries and refunds as well as taking on cash handling responsibilities. Other responsibilities included were unpacking and storing stock deliveries. Through this work experience I developed my retail and sales skills and it also helped me develop my customer service skills further. Show less

Office Assistant

• Aug 2014 - Feb 2015

Duties: In this job role I was expected to maintain a high standard of professionalism by building rapport and delivering excellent customer service. My main responsibilities were to deal with customer enquiries through verbal and non-verbal communication, updating and maintaining customer information. Other responsibilities included were completion of legal forms, assigning courtesy vehicles to clients and also maintaining a clean working environment ensuring a compete inventory of resources. Through this work experience I developed my administration, communication and self-management skills. Show less

Customer Service and Sales Representative

• Mar 2014 - Jun 2014

Duties: In this job role my duties were to sell services and products over the phone. I had to build rapport with customers, identify their needs and select a suitable lender for each customer. I always delivered excellent customer service to ensure personal and organisational targets were met enabling me to challenge myself and develop by working under pressure. Other responsibilities included were analysing customer data, filling forms quick and precisely and dealing with customer enquiries. By working in this field I developed my customer service, sales and team working skills. I developed new I.T skills and I learnt how to be commercially aware. Show less