Experience

Auger

• United Kingdom
• Insurance
• 1 - 100 Employee

• Customer Relations Lead

  • Apr 2022 - Present

  I currently handle the escalations at Auger and this involves supporting my team to help them trouble shoot problems and gain suitable resolution for their customers. In the event this cannot be reached by the claims handler, these claims are escalated to the customer relations team and I am the point of contact for those customers who have ongoing complaints.On a day-to-day basis, I ensure dissatisfaction is recorded, resolved and reported to the client within the agreed SLA's and ensure the customer is satisfied with the resolution. This incorporates my problem-solving and customer service skills from my claims handling and has allowed me to develop not only my confidence in addressing challenging concerns, but also improve on my analysis skills. As part of my role, I complete a complaint analysis of all the non regulated and regulated complaints which is provided to all of our clients monthly. In addition to this I also complete a root cause analysis for our business to utilise and identify trends internally. From this, I am able to identify patterns that are the cause of the complaints and look to provide specific feedback and training in the relevant departments. This enables us to decrease dissatisfaction in a specific area once issues are detected.I am passionate about problem-solving and getting to the root of the issue and enjoy my role as an escalations point as it is fulfilling when you are able to provide the customer with the outcome they wish for. Show less

• Claims Advisor

  • May 2021 - Apr 2022

  As a Claims Handler at Auger it required me to handle claims from the UK’s top insurance companies, such as Allianz, RSA, Liverpool Victoria. I ensured the delivery of knowledgeable, responsive and efficient service to customers providing where possible a resolution on the first visit.My core responsibilities included: contacting customers to organize or provide updates to claims, explaining policy terms and future cover, process payments, discuss technical reports, managing customer expectations, contingency plans, coordinating with internal, external engineers, loss experts and private contractors. It was essential to have excellent product knowledge and confidence in how the jobs we are servicing are delivered to customers, so that our customers are reassured they are getting a positive outcome. Additional to case handling, I also deal with internal and customer generated escalations. The matter of which varies from policy terms and coverage to on site complications or delays, which has led to my progression at Auger as Customer Relations Lead. Show less



Pandora

• Denmark
• Retail Luxury Goods and Jewelry
• 700 & Above Employee

• Sales Assistant

  • Sep 2020 - Jul 2021

  At Pandora, my responsibilities were greeting and engaging with customers shopping for special occasions. I created a personal and memorable shopping experience and styling advice for new and existing shoppers. Within my sales, I practiced linking and up-selling products to exceed customer and company expectations, meeting weekly and annual sales targets. At Pandora, my responsibilities were greeting and engaging with customers shopping for special occasions. I created a personal and memorable shopping experience and styling advice for new and existing shoppers. Within my sales, I practiced linking and up-selling products to exceed customer and company expectations, meeting weekly and annual sales targets.



The Contact Company

• United Kingdom
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Customer Service Executive

  • Dec 2019 - Jun 2021

  My role at the contact company consisted of handling inbound queries in a fast paced, demanding environment via telephone, live chat and email. My time there was divided into 3 different campaigns. Working on the Argos campaign required me to handle multiple live chats at once, quickly resolving the customer query or issue. I had access to multiple systems in order to provide product and order information i.e. tracking orders, checking stock, replacement parts, sales and refunds. The main focus was to provide efficient and short responses to meet SLAs. In contrast, the John Lewis campaign was a different approach. The priority was the customer and the brand. Method of contact was primarily via telephone and resolving the issue in the one call, maintaining the brand reputation of high quality customer service. I frequently handled unsatisfied customers demonstrating empathy and understanding along with the ability to deescalate situations in a timely and efficient manner whilst still meeting objectives and deadlines. Show less



TGI Fridays

• United States
• Restaurants
• 700 & Above Employee

• Hostess

  • Aug 2019 - Dec 2019

  Responsibilities included greeting and welcoming guests, handling booking queries and working with my team members to ensure the guests received fast and efficient service. Responsibilities included greeting and welcoming guests, handling booking queries and working with my team members to ensure the guests received fast and efficient service.



Odeon Cinemas

• Greece
• Entertainment Providers
• 1 - 100 Employee

• Cinema Host

  • Nov 2018 - Jun 2019

  During my university studies, I had a part time role at Odeon. Primary tasks included, ticket sales, stock taking, guiding and seating guests and ensuring an enjoyable experience. During my university studies, I had a part time role at Odeon. Primary tasks included, ticket sales, stock taking, guiding and seating guests and ensuring an enjoyable experience.



HRGO Liverpool Ltd

• United Kingdom
• Human Resources Services
• 1 - 100 Employee

• Administrative Assistant

  • Jun 2017 - Sep 2017

  Duties included fast and accurate data entry, responding to emails and answering phone calls from potential candidates. This role was temporary between my A-Level Studies. Duties included fast and accurate data entry, responding to emails and answering phone calls from potential candidates. This role was temporary between my A-Level Studies.



Chester Racecourse

• United Kingdom
• Spectator Sports
• 1 - 100 Employee

• Promoter

  • Nov 2014 - Sep 2015

  At the racecourse, seasonal work entitled selling race cards at the summer meets, hosting customers and VIP Guests, as well as cash handling and excellent quality customer service. During the Winter Wonderland experience, work included hosting all ages of the public, ensuring an enjoyable visit. The role demanded high energy and enthusiasm with customers through character roles and regular shows. At the racecourse, seasonal work entitled selling race cards at the summer meets, hosting customers and VIP Guests, as well as cash handling and excellent quality customer service. During the Winter Wonderland experience, work included hosting all ages of the public, ensuring an enjoyable visit. The role demanded high energy and enthusiasm with customers through character roles and regular shows.