Business assurance analyst

• Apr 2022 - Present

• Carrying out due diligence process using electronic sources in line with Anti-Money Laundering policy, Legal Sector Affinity Group guidance and with in house regulations and policies. • Monitor client due diligence to identify any information needed. Also, update records every three years, as well as monitoring sanctions and politically exposed person alerts against current clients. • Credit Checks - Conduct credit checks on all new clients using online systems to help to identify the risk of not being paid. • Conflict Checks & Searches - Carry out conflict searches during the client and matter intake process, reviewing the results to remove obvious 'false positive' hits and then produce a streamlined report. • Quality Assurance - Assuring the information entered into the systems have good quality data. • Client/Matter Maintenance - Carrying out administrative maintenance tasks during the life cycle of a matter. For example, adding third party payers and billing addresses. Also, reactivating closed client or matter files, managing information barrier requests and amending client details, for example change of name or registered address. • Daily communications with fee earners and client partners to assess any potential risks and report any changes. Show less

Customer Service Representative

• Jul 2021 - Apr 2022

Complaints Resolution Advisor

• Jan 2019 - May 2021

Supporting our Contact Centre and Specialist team to offer the best customer experience. Being in a supportive role such as this means that your daily tasks can vary, from offering advice to Customer Service agents about the policies and how to apply them, to taking ownership for the matter to resolve customers query/complaint/claim as efficiently as possible, both in email and over the phone. Cases we take ownership over are sensitive and need investigation and personalisation. We adopt cases such as these and liaise with the relevant departments such as Finance and Safety. Communicating with customers to keep them up to date with the investigation process and be able to be make decisions under pressure in timely manner, to turn around customers’ experience and leave them with a good impression. Supported introducing a new system to our business - Salesforce, ensuring outstanding quality and standards are offered. Being part of the testing team to develop and implement functions to boost productive and efficiency in Customer Experience. Helped with new Customer Experience schemes by processing claims and offering feedback if any tweaks needed to be made to ensure the new team and scheme would offer our customers a good and efficient service. Show less

Customer Advisor

• May 2016 - Jan 2019

Customer Service Advisor at The Range Head Office In my time in The Range, I was part of both in-store and online customer service teams. As part of the in-store team we were supporting our colleagues in over 100 stores for any enquiry or a possible complaint by providing information about accepting returns and giving refunds following Consumer Law. If the matter was not resolved at store level, we would adopt the case. We investigated any possible damaged goods or customer experience at the store. Following communication procedures, guidelines and policies. In the online customer service team the main responsibilities were to resolve customer complaints via phone, email, mail and social media. Cancelling or upgrading accounts. Assisting with placement of orders, refunds, or exchanges for online orders. Advising on company information. Taking payment information and other pertinent information such as addresses and phone numbers. Answering questions about warranties or terms of sale. Show less

Customer Service Advisor for Train Operating Companies

• Aug 2014 - May 2016

Key Responsibilities: ⦁ Balancing excellent customer experience against company policy and procedures. ⦁ Answering enquiries and resolving complaints via telephone, email and white mail. ⦁ Working to achieve a number of Key Performance Indicators including time driven targets. ⦁ Aligning all work to expected quality metrics. ⦁ Demonstrating an ability to work within a pressured environment ⦁ Meeting both internal and external Service Level Agreements. ⦁ Attend and contribute to regular team meetings. ⦁ Motivate and engage with peers, customers and stakeholders to ensure the most effective and efficient working practices. Update Company IT systems in a timely and accurate manner to ensure a true reflection of calls has occurred. Be able to demonstrate an ability to work within a pressured environment, meeting both internal and external service level agreements. Show less

Waitress

• Jun 2013 - Sep 2013

Key Responsibilities: ⦁ To meet and greet guests with a warm welcome and ensure they are comfortable ⦁ To take and deliver food and drink orders in an organised and timely fashion ⦁ To answer customer enquiries about the menu, service, food etc. ⦁ To deliver the final bill and take payment ⦁ To ensure that all aspects of the customer experience are exceptional and encourage return custom Key Responsibilities: ⦁ To meet and greet guests with a warm welcome and ensure they are comfortable ⦁ To take and deliver food and drink orders in an organised and timely fashion ⦁ To answer customer enquiries about the menu, service, food etc. ⦁ To deliver the final bill and take payment ⦁ To ensure that all aspects of the customer experience are exceptional and encourage return custom

Travel Consultant

• Jun 2012 - Sep 2012

Key Responsibilities: ⦁ To promote and recommend various travel destinations. ⦁ To gain extensive knowledge of various countries’ geography, weather, history, language and customs. ⦁ To network with tour operators, provide travel information to clients, manage customer issues, display promotional material, prepare quotes, book hotel rooms and distribute travel itineraries. Key Responsibilities: ⦁ To promote and recommend various travel destinations. ⦁ To gain extensive knowledge of various countries’ geography, weather, history, language and customs. ⦁ To network with tour operators, provide travel information to clients, manage customer issues, display promotional material, prepare quotes, book hotel rooms and distribute travel itineraries.